Refund & Return Policy
Refund & Return Policy
At ElenaStra, your satisfaction is our priority. If you are not entirely happy with your purchase, we are here to help.
1. Eligibility for Returns
You may request a return within 14 days of receiving your order. To be eligible, items must be unworn, unwashed, and in their original condition with all tags attached and packaging intact. Items marked as final sale or clearance are not eligible for returns or exchanges.
2. Return Process
To initiate a return, please contact us at service@elenastra.com with your order number and the reason for your return. Our team will provide you with detailed instructions and the return address. Please note that customers are responsible for return shipping costs unless the item is defective or incorrect.
3. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within a reasonable period. Shipping fees are non-refundable unless the return is due to our error.
4. Exchanges
If you wish to exchange an item for a different size or color, please contact us to confirm availability. Exchanges are subject to stock availability and follow the same eligibility criteria as returns.
5. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 7 days of delivery with clear photos of the product and its packaging. We will arrange a replacement or a full refund, including return shipping costs if applicable.
6. Late or Missing Refunds
If you have not received your refund after the stated processing time, please check with your bank or payment provider, as processing times may vary. If you still encounter issues, contact us at service@elenastra.com and we will assist you promptly.
7. Changes to This Policy
ElenaStra reserves the right to update or modify this Refund & Return Policy at any time. Changes will be effective upon posting on our website.