Return Policy

1) Order Confirmation and Policy Acknowledgment

By finalizing your purchase and placing an order on our website, you formally acknowledge that you have read, understood, and agreed to the terms outlined in this Return and Refund Policy.

Upon completing your transaction, you confirm that:

  • You have reviewed, understood, and accepted our specific return criteria, processing requirements, and timelines.

  • You agree to strictly follow the return procedure exactly as detailed below.

  • In the event of a payment dispute or chargeback, this policy—along with your verified order history, tracking details, and communication logs—will be submitted to the financial institution as binding evidence of our mutual agreement.

2) Standard Return Window and Eligibility

If your purchase does not completely meet your expectations, you may initiate a return for eligible items within 30 days from the date of delivery. To qualify for a refund, your return must meet the following strict quality conditions:

Eligibility Criteria

  • The garment must be completely unused, unworn, unwashed, and free of any odors, stains, or perfumes.

  • The item must be returned intact within its original packaging, including all original designer tags and labels.

  • Items must only show signs of normal handling and inspection (similar to what is permitted when trying on clothes in a physical boutique).

We reserve the right to decline any return if the garment shows clear signs of excessive wear, cosmetic stains, misuse, or structural damage not caused by our team.

3) How to Initiate Your Return

To ensure your return is tracked and processed efficiently, you must follow our official return pipeline.

The Return Process

  1. Contact Us First: Send an email to info@elenasloft.com within 30 days of receiving your package.

  2. Provide Order Details: Please include the following information in your request:

    • Your full name and original shipping address

    • Your official order number

    • The specific reason for your return request

    • Clear photos of the item showing its current condition

  3. Await Instructions: Wait for our dedicated support team to review your request and send you the official return documentation and address details.

  4. Ship the Item: Package your return securely. We highly recommend using a tracked, reliable shipping service and keeping your proof of postage. We cannot process refunds for return shipments that are lost in transit.

Important Warning: Do not ship items back to the return address listed on your original shipping label or package. Unauthorized returns sent without our explicit approval cannot be tracked at our central facility and will be automatically rejected.

4) Defective, Damaged, or Incorrect Items

We take great care in curating our collections, but if an item arrives defective or damaged, we will resolve it promptly.

Please report any issues within 2 days of delivery by emailing info@elenasloft.com with:

  • Your order number

  • A brief description of the structural defect or damage

  • Clear, well-lit photos (or a brief video clip) illustrating the issue

Once our quality control team verifies the defect, we will arrange for a replacement item to be shipped out to you at no extra cost, subject to stock availability. In many verified defect cases, a physical return of the damaged item is not required. Verified replacements are typically processed and dispatched within 7 to 14 business days.

5) Cancellations and the Right of Withdrawal

Under applicable consumer protection frameworks, you maintain a right of withdrawal within 30 days of receiving your goods.

  • Before Shipment: If you wish to cancel an order immediately after placing it, email us at info@elenasloft.com with a clear request to withdraw. If your order has not yet entered our fulfillment queue, we will stop it and process a full refund.

  • After Shipment: Because our logistical systems are automated to ensure fast delivery to Canada, orders cannot be halted or modified once they have been dispatched. If your package is already in transit, you must let it arrive and then follow our standard return process outlined in Section 3.

6) Lost, Refused, or Unclaimed Shipments

  • Transit Loss: If your tracking history stops updating or your package is suspected lost, contact our support team. We will open an official investigation with the courier and arrange a complimentary replacement or refund once the carrier confirms the loss.

  • Unclaimed or Refused Deliveries: If a delivery fails because an incorrect or incomplete shipping address was provided at checkout, or if the package is explicitly refused or left unclaimed at your local postal depot, it will be sent back to our logistics hub. In these instances, a fixed $35 CAD administrative fee will be deducted from your final refund to offset the carrier's return shipping and processing penalties.

7) Chargebacks and Order Disputes

We are entirely committed to resolving any order issues, sizing questions, or delivery delays fairly, openly, and professionally. We kindly ask that you communicate with us directly before reaching out to your bank.

If a chargeback or payment dispute is initiated without prior contact, we will submit all verified transactional records directly to the payment processor, including your order confirmations, precise tracking milestones, delivery signatures, and policy agreements. Filing premature disputes may slow down your resolution timeline and restrict your ability to place future orders with our boutique.

8) Crucial Policy Notes

  • Return Shipping Costs: Elena's Loft does not offer free return shipping. All return shipping and handling fees are the sole financial responsibility of the customer.

  • International Return Destination: To maintain centralized quality management and inventory tracking, all eligible customer returns must be shipped directly back to our central international warehouse located in Asia.

  • Hygiene Restrictions: For health and hygiene reasons, garments that are returned in an unsanitary, soiled, or visibly laundered condition cannot be accepted and will be discarded without a refund.

  • Customs and Logistics: We are not responsible for independent local postal delays, weather disruptions, or regional customs clearances once the package is actively processing through the carrier network.

9) Customer Support

If you have any questions about this policy, need assistance finding your correct size, or want to check the status of a delivery, please reach out to our team at info@elenasloft.com. We are always here to help you.