Refund policy
Return and Refund Policy
This policy applies to purchases made through eleganzalamode.com. Nothing in this policy limits any mandatory consumer rights that apply under the laws of the customer’s country.
Seven-day returns and exchanges
Customers may request a return or exchange within 7 calendar days from the date of delivery.
To qualify, the product must be unworn, unused, unwashed and unaltered; free from perfume, makeup, stains, damage or other signs of use; returned with all original tags, accessories and packaging; and accompanied by proof of purchase.
A return or exchange request must be submitted to Eleganza La Mode within the seven-day period and approved before the product is sent back. Products returned without authorization may be refused.
For a change-of-mind, size or colour return or exchange, the customer is responsible for return delivery charges and any applicable customs duties, taxes or other costs. Original delivery charges are non-refundable unless required by applicable law or the return resulted from an error by Eleganza La Mode.
Defective, damaged, incorrect or misdescribed products
Customers may request a remedy when a product:
- Arrives damaged or defective.
- Is materially different from its published description.
- Is not the product, size or colour ordered.
- Is incomplete or missing an included component.
- Arrives too late to serve its intended purpose, where applicable under mandatory law.
For visible damage, an incorrect product or a missing component, please contact us as soon as possible, preferably within 48 hours of delivery. This notification period does not restrict any longer mandatory rights available under applicable consumer law.
Please provide the order number, a clear description of the problem, clear photographs or videos showing the product, packaging, tags and issue, and any other reasonable information required to assess the claim.
Eleganza La Mode may inspect the product before approving a remedy. Depending on the circumstances and applicable law, the remedy may be repair, replacement or refund.
Customized and made-to-order products
Customized, personalized, altered and made-to-order products cannot be returned, exchanged or refunded because of a change of mind, incorrect size selection or personal preference. This exclusion does not apply when the product is defective, damaged, incorrect or materially different from the agreed specifications.
Order cancellations
Cancellation requests must be sent immediately after placing the order. Cancellation is not guaranteed once production, alteration, preparation or dispatch has started.
Return authorization
Customers must contact Eleganza La Mode and receive return authorization before sending a product back. Unauthorized returns may be refused. Please do not send returns to a retail branch or warehouse without receiving written return instructions.
Return costs
When Eleganza La Mode confirms that a product is defective, damaged, incorrect or materially misdescribed, Eleganza La Mode will bear the reasonable return or replacement delivery costs where required.
For an approved change-of-mind, size or colour return or exchange, the customer is responsible for return delivery charges and any applicable duties, taxes or other costs.
Lost or delayed shipments
Customers should promptly report a shipment that has not arrived within the communicated delivery period.
Eleganza La Mode will open an investigation with the delivery provider. Investigation times depend on the carrier and destination. We will keep the customer informed and will provide the remedy required by applicable law after reviewing the investigation results.
A carrier status showing “delivered” will be investigated and will not automatically determine the outcome of the customer’s claim. Customers are responsible for providing a complete and accurate delivery address and contact number.
Refund processing
Once a refund is approved, it will be issued to the original payment method.
Eleganza La Mode will normally process the approved refund within 3–5 business days. The bank, card provider or payment service may require additional time before the amount appears in the customer’s account.
Original delivery charges, customs duties and taxes are refundable only when required by applicable law or when the return resulted from an error by Eleganza La Mode.
Contact us
For return, refund or delivery claims, contact customercare@eleganzalamode.com. Please include your order number in the subject line.