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Refund and Replacement Policy

By placing an order, You confirm that You have read, understood and accepted these following policies.

REPLACEMENT

We accept the replacement on products that were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item or damaged item). There is no need to return the damaged or defective item. Full replacement can be applied if the parcel is not delivered within our promised delivery time frame.

Several types of goods are exempt from being replaced. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Note: Our policy may last 10 days from the arrival date especially fragile products. If 10 days have gone by since you received the item, unfortunately, we can’t offer you a refund or replacement.

Additional items that cannot be replaced:

- Gift cards

- Downloadable software products

- Some health and personal care items

- To complete your replacement, kindly email us with the following information:

+ Photo of the shipping label;

+ Photo and/or video of the damaged or defective item.

EXCHANGES (IF APPLICABLE)

If you need to exchange it for the same item, send us an email at support@elisefair.com. If your exchange request is approved, we ask that you are responsible for all shipping & tracking costs for exchanges.

CANCELLATIONS

We can give you a refund unconditionally if you cancel your purchase within 6 hours. Every cancellation request which is raised later than 6 hours from the purchasing time will not be accepted.

However, please be well-informed that if you cancel order, 30% of your total order value should be charged for the cancellation because we need to pay for management, processing, and transaction fee on Paypal.

REFUNDS (IF APPLICABLE)

If your refund request is approved, a credit will automatically be applied to your credit card or original method of payment. Kindly note that it can take 3 working days for the payment to show on your account (depending on your card issuer) after the refund has been processed.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time (3-5 business days) before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@elisefair.com

RETURN POLICY (IF APPLICABLE)

We have a 10 days return policy, which means you have 10 days after receiving your item to request a return. If 11 days have gone by since you received the item, unfortunately, we can’t offer you a full refund or exchange.

Return conditions:

This Returns Policy applies to all purchases made through our website

We accept the return of products that were shipped out by us and if the item is damaged, defective or in wrong specification, and if there is a case of missing parts of order.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and with its original packaging. You’ll also need the receipt or proof of purchase.
Additional non-returnable items: Gift cards, downloadable software products, some health and personal care items.

Return Process:
Should you receive damaged, defective, or the wrong item(s), please contact us and specify the damage, defect, or wrong item(s) by a picture of the packaging with a clear tracking number shown and the picture of the product received.

To start a return, you can contact us at support@elisefair.com within 10 days from the arrival date. We are willing to assist you as long as you reply and follow our requests but if you did not reply to us within 3 days from our last email and 10 days passed, your request will be rejected.

In case your return request is approved, we will fully refund the product cost. The shipping fees are non-refundable as we has already shipped the item out.

We’ll notify you of the approval or rejection and the details on how to proceed the return via email. Please note that items sent back to us without first requesting a return will not be accepted.

Please Note:

  • If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed.
  • We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
  • You will be responsible for paying for your own shipping costs for returning your item(s).
  • We will NOT refund items which damaged by our factory or the carrier. A new one will be sent to replace it.
  • Shipping fee will NOT be refunded once items have been shipped.
  • Any unsuccessful delivery due to any customers' mistakes on shipping address or customers' unavailability, any loss of products due to the security of customers' living areas (if shipping carriers confirm that the order is delivered) will NOT be eligible for return and refund. We will NOT refund in case you REFUSE to receive it either.
  • All customers are responsible for their own return shipping costs. We recommend that you send your return with a tracking option via USPS, UPS or FedEx insured parcel post because Thomas Leather will not be responsible for lost return.

CONTACT US

Contact us at support@elisefair.com

We strive to response within 24 hours to all emails.