Refund policy

REFUND & RETURN POLICY — ELSA OFFICIAL

We have a 14-day return policy for damaged or defective items only, which means you have 14 days after receiving your item to request a return.

ELIGIBILITY FOR RETURNS

To be eligible for a return, your item must:

  • Be damaged, defective, or incorrect upon arrival

  • Be in the same condition you received it

  • Be unworn and unused

  • Include original packaging and tags

  • Be accompanied by proof of purchase or receipt

To start a return request, contact us at:
elsaofficiallahore@gmail.com

Returns sent without first requesting approval will not be accepted.

DAMAGES & ISSUES

Please inspect your order immediately upon delivery. If your item is defective, damaged, or you receive the wrong product, contact us within 14 days so we can evaluate the issue and resolve it promptly.

NON-RETURNABLE ITEMS

We do not accept returns for:

  • Change of mind

  • Used or worn items

  • Sale or discounted items

  • Gift cards

  • Customized or personalized products

If you are unsure whether your item qualifies, please contact us before requesting a return.

EXCHANGES

We do not offer direct exchanges. The fastest way to receive a replacement is:

  1. Request a return for the damaged item

  2. Once approved, place a new order separately

REFUNDS

Once your return is received and inspected, we will notify you whether your refund is approved or rejected.

If approved:

  • Refunds are issued to your original payment method

  • Processing time: 5–10 business days (bank processing times may vary)

If more than 15 business days have passed since approval and you have not received your refund, contact us at:
elsaofficiallahore@gmail.com

EUROPEAN UNION 14-DAY COOLING OFF PERIOD

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason. Items must still be unused, in original condition, and include packaging and proof of purchase.

CONTACT

For all return or refund inquiries:
Email: elsaofficiallahore@gmail.com
Brand: Elsa Official