Widerrufsrecht
Returns & Refund Policy
At Elvorah, we want you to be satisfied with your purchase. Please read the following policy carefully before placing an order or requesting a return. By placing an order with us, you acknowledge and agree to the terms below.
1. 60-Day Return Window
We accept eligible returns within 60 days of the date your order is delivered.
To be eligible for a return, the item must be returned in its original condition, unworn or unused, and with the original packaging and tags where applicable.
Items that have been worn, washed, damaged, altered, or otherwise used may not qualify for a refund.
2. How to Request a Return
Before sending any item back, you must contact our customer support team and receive return instructions.
Please contact us at: support@elvorah.com
Please include your order number, the email address used to place the order, and a brief explanation of the reason for your return. Photos may also be requested when necessary to review the condition, size, or quality of an item.
Do not send a return to the address shown on your original shipping label or to our business/registered address unless our support team has specifically instructed you to do so.
3. Return Shipping Costs
Unless otherwise agreed or required by applicable law, the customer is responsible for the cost of return shipping.
We strongly recommend using a tracked shipping service. Elvorah is not responsible for returns that are lost, damaged, or cannot be verified as delivered when the customer chooses an untracked shipping method.
4. Our Return Warehouse
Please be aware that our return processing warehouse is located in Asia.
Depending on the return instructions provided for your order, you may be required to ship the item internationally to our designated return facility.
Please do not ship a return before contacting support@elvorah.com. Return addresses can vary depending on the order and return instructions.
5. Refunds
Once your returned item arrives at our designated return facility, it will be inspected.
If the return meets the requirements of this policy, the applicable refund will be processed to the original payment method.
Please allow additional processing time for your bank or payment provider to make the refunded amount available in your account.
A refund does not become due merely because a customer has shipped an item back. The returned package must first be received and inspected.
6. Items That Do Not Meet Return Requirements
If a returned item is received in a condition that does not meet our return requirements, we may be unable to issue the requested refund.
Examples include items that have been worn, washed, damaged, altered, stained, heavily used, or returned without required components or packaging.
7. Size Selection & Size Charts
Customers are responsible for selecting the appropriate size before placing an order.
Please carefully review the size chart provided on the product page before ordering.
Product sizing may differ between manufacturers, products, men's sizing, and women's sizing. The size shown on the product page and its associated size chart should be used when selecting your size rather than relying solely on the sizing printed on the physical product or packaging.
Shoe Size Labeling
Some footwear may arrive with a physical label showing a men's size even when a women's size was selected at checkout.
This can occur because certain manufacturers use men's/unisex sizing on the physical shoe label. In these cases, the shoe is supplied according to the corresponding size conversion indicated by the size chart on our product page.
For example, where our product-specific size chart indicates that a particular women's size corresponds to a particular men's/unisex size, the physical shoe may display the men's/unisex size while representing the women's size selected by the customer.
A different size marking on the physical shoe does not automatically mean that the wrong size was shipped.
If you believe the item you received does not correspond to the size you selected according to our product size chart, please contact support@elvorah.com and provide clear photographs of the item, including the size marking, packaging, and any relevant labels.
8. Wrong Item, Defective Item, or Incorrect Size
If you believe you received an incorrect item, defective product, or a product that does not correspond to the size selected according to the applicable product size chart, please contact us as soon as possible.
Please provide:
- Your order number
- The email address used for the order
- Clear photographs of the item received
- Photos of the size label or product label
- Photos of the packaging/shipping label where available
- A brief description of the issue
Please do not return the item until our support team has reviewed your request and provided instructions.
Contact: support@elvorah.com
9. Order Cancellation
We understand that circumstances can change. Cancellation requests must be submitted as soon as possible after an order is placed.
Once an order has entered processing, fulfillment, or shipping, we may no longer be able to cancel it.
For approved cancellation requests submitted before the order has entered processing, a $15 cancellation/processing fee may apply.
This fee covers administrative and payment-processing costs associated with preparing and canceling an order.
If the order has already been processed or shipped, cancellation may not be possible. In that situation, the customer may need to wait for delivery and follow the applicable return procedure.
10. Refusal of Delivery
Customers should not refuse delivery as a substitute for following the return procedure.
If a package is refused or returned to sender without contacting us first, additional shipping or handling costs may apply and the refund may be delayed until the package is received and inspected.
11. Packages Marked as Delivered
If tracking shows that a package has been delivered but you cannot locate it, please first check your porch, mailbox, property, neighbors, building reception/mailroom, and any other safe delivery location.
You may also contact the carrier or local post office using the tracking number associated with your order.
If you still cannot locate the package, contact us at support@elvorah.com with your order number and tracking information so we can assist you.
12. Exchanges
Exchanges may be available depending on the product and circumstances. Please contact our support team before sending anything back.
13. Partial Refunds
In certain situations, Elvorah may offer a partial refund as an alternative to returning an item.
Any partial refund offered is discretionary and depends on the specific circumstances of the order. Accepting a partial refund means the customer agrees to keep the item and resolves the issue according to the terms of the offer.
14. Return Tracking
Customers returning an item are responsible for ensuring that the return shipment can be tracked.
Once the return has been shipped, please send the tracking number to support@elvorah.com.
Without valid tracking information, we may be unable to verify the status of the return.
15. Chargebacks & Payment Disputes
We encourage customers to contact us directly before initiating a chargeback or payment dispute.
Our support team will review the order and work with the customer to resolve eligible issues in accordance with this policy.
Customers who initiate a payment dispute while a return, refund, or other resolution is already being processed should provide accurate information to their payment provider regarding the status of the order and communications with Elvorah.
We reserve the right to provide relevant order information, tracking information, delivery records, return records, customer communications, and refund records to payment processors or financial institutions when responding to a payment dispute.
16. Contact Us
If you have questions about a return, refund, cancellation, sizing issue, damaged product, or delivery issue, please contact our customer support team before taking further action.
Please include your order number whenever possible so that we can review your request more quickly.
Important: This policy does not limit any rights or protections that may apply to you under mandatory consumer-protection laws in your country, state, or jurisdiction. Where applicable law provides rights that cannot legally be waived, those rights will continue to apply.