Refund policy
REFUND & RETURNS POLICY
This policy applies to all orders placed on elivue.com. All returns and
refunds are handled by Elivue.
We only accept returns of items purchased directly from elivue.com. We cannot
accept items bought from a third-party retailer or marketplace.
1. RETURN WINDOW
You may request a return within 30 days of the delivery date shown by the
carrier. Requests made after 30 days cannot be accepted.
For items that arrive damaged, incorrect or incomplete, please see section 6 -
those must be reported within 7 days of delivery.
2. CONDITION OF RETURNED ITEMS
To be accepted, apparel and accessories must be:
- unworn, unwashed and free of odours, stains, pet hair and alterations;
- returned with all original tags still attached;
- returned in the original packaging, with any free gift or bonus item that
came with the order.
Home decor, ornaments and other non-apparel items must be unused and returned
in their original packaging.
3. ITEMS WE CANNOT ACCEPT
- DIY craft kits, sewing kits, bead kits and advent calendars once the seal
or component packaging has been opened, because the contents cannot be
verified or resold.
- Items marked "Final Sale" or "Clearance" on the product page.
- Free items received as part of a promotion (see section 9).
- Items returned without prior authorisation, or returned after the 30-day
window.
- Items damaged by wear, washing, alteration or attempted resizing after
delivery.
4. HOW TO START A RETURN
Step 1. Email support@elivue.com within 30 days of delivery with your order
number and the reason for the return. For a faulty or incorrect item,
attach a clear photo or short video.
Step 2. We will reply within 1 business day with a return authorisation and
the return address. Please do not ship anything back before you have
received this authorisation - unauthorised returns cannot be
processed or refunded.
Step 3. Ship the item back using a tracked service and send us the tracking
number and a photo of the packing slip.
Step 4. Once we receive and inspect the item, we will email you the outcome
and issue any refund due (see section 7).
5. WHO PAYS RETURN SHIPPING
- If the item is faulty, damaged, incorrect or missing: we cover all costs.
In most cases we will not ask you to ship the item back at all - see
section 6.
- If you are returning for any other reason (you changed your mind, the size
is not right, you no longer want the item): you pay the return shipping,
and the original shipping charge is not refunded.
We recommend a tracked and insured service. We cannot refund a return that is
lost in transit and has no tracking.
6. DAMAGED, INCORRECT OR MISSING ITEMS
Please contact us at support@elivue.com within 7 days of delivery with a photo
or short video showing the problem, and tell us whether you would prefer a
replacement or a refund.
We will review your claim and respond within 1 business day. If approved, we
will either send a replacement at our cost or refund you in full. In most of
these cases we do not require you to return the item. If we do ask for it back,
we pay the return shipping.
No restocking fee is ever charged.
7. REFUNDS
Approved refunds are issued to the original payment method used at checkout.
- Faulty, incorrect, damaged or missing items: full refund of the item price
plus any shipping you paid.
- Change-of-mind returns: refund of the item price only. Original shipping
and return shipping are not refunded.
We process refunds within 3 business days of approving your return. Depending
on your bank or card issuer, it can take a further 5-10 business days for the
money to appear on your statement. We will email you when the refund is issued.
If you have not received an approved refund after 15 business days, contact
support@elivue.com and we will trace it with our payment provider.
8. EXCHANGES
We are happy to exchange an item for a different size or style within the same
30-day window, subject to availability and to the conditions in section 2. The
fastest route is usually to return the original item for a refund and place a
new order, so you are not waiting on stock.
For faulty or incorrect items we will send the replacement straight away,
without waiting for the original to come back.
9. PROMOTIONAL AND BUNDLE ORDERS
If you bought an item as part of a "Buy One Get One", multi-buy or free-gift
promotion, the free or discounted item must be returned along with the paid
item. If you keep the free item, its full retail value is deducted from your
refund.
If a return brings your order total below the free shipping threshold of
USD 45, the shipping cost that was originally waived is deducted from your
refund.
10. CANCELLING AN ORDER
Orders are processed within 1-3 business days. You can cancel free of charge by
emailing support@elivue.com as long as your order has not yet entered
fulfilment. Once an order has been packed or handed to the carrier it can no
longer be cancelled, and you will need to follow the return process above.
We will always confirm by email whether a cancellation was successful.
11. RETURN ADDRESS
Returns are shipped to our US returns facility. The full address is
sent to you with your return authorisation in step 2 above, so that we can
route your parcel correctly and match it to your order.
Returns are received at:
30 N Gould St, Ste R, Sheridan, WY 82801, United States
Please do not return items to the address printed on the outside of your
parcel.
12. CONTACT US
Elivue
30 N Gould St, Ste R, Sheridan, WY 82801, United States
Email: support@elivue.com
Customer service hours: Monday - Friday, 9am - 6pm
Effective date: August 01, 2026
Last updated: August 01, 2026