Exchanges & returns

Exchanges & Returns

If you are not satisfied with your order, you always have the right to return it.

Returns

If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receipt. Please include the completed return form along with the invoice in the shipment. If this form is not fully completed, we cannot process the return request.

To be eligible for a refund or exchange, the returned product must be in its original condition and include all labels and tags. The product must show no signs of use. We reserve the right to refuse returned items if there is suspicion that the items have been used or damaged through no fault of ours.

Request your return form through our customer service.

Return Policy

We want to inform you that our products are shipped directly from Asia. This means that if you decide to return an item, the return shipping costs are your responsibility. Please note that returns to Asia may incur higher costs depending on the shipping service you choose. Costs typically range from €15-€30 depending on the number of items.

Return shipping and conditions:

  1. Return shipping costs: The customer is responsible for return shipping costs. We recommend using a reliable shipping service with tracking to ensure the package arrives safely.
  2. Condition of the product: Returns are only accepted if the product is unused and in its original packaging.
  3. Refund: Once the returned item is received and inspected by us, the refund will be processed. Original shipping costs are not reimbursed.

Alternative options: We also offer the option to choose a partial refund or a store credit. This not only helps reduce costs and inconvenience but also contributes to the environment by limiting returns.

Contact us if you have any questions or need assistance with the return process. We are ready to support you and appreciate your understanding.

Refunds

Once the product has been received, it will be exchanged as soon as possible or the purchase amount will be refunded to your bank account within 7 days.

Late or missing refunds

If you have not yet received a refund, first check your bank account again.

Then contact your credit card company, as it may take some time before your refund is officially posted.

Then contact your bank. There is often some processing time before a refund is posted.

If you have done all this and still have not received your refund, contact our customer service.

Uncollected packages / refusal upon delivery


If a package is not picked up at a pick-up point, is refused upon delivery, or is otherwise automatically returned to us without a regular return request, we will deduct 15% of the original order amount from the refundable amount.

This deduction covers processing fees, administration, and shipping costs we incur for handling shipments that are returned unjustly or without notification.

Conditions

- You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.

- Products such as underwear, lingerie, swimwear, pantyhose, and personal care products are excluded from ElleGems' return policy due to hygiene reasons. These products cannot be returned and will not be processed.

- Provide the return shipment with a track and trace code (at your own cost) - Email a photo of the track and trace code on the day of shipment - The return form must be printed and included in the package - The product must be sent back unused - The product must be returned in its original packaging - The product will be inspected for damage caused by the customer; sending a damaged product due to your own fault will not be processed.