Refund Policy
We're sorry to hear you're not fully satisfied with your order. We want to make the return process as clear and straightforward as possible.
Return Window
You have 30 days from the date you receive your item to request a return.
All returns must be approved by us before you ship anything back. Returns sent without prior approval, or sent to an address other than the one we provide, cannot be processed or refunded.
Return Conditions
To be eligible for a return, your order must meet all of the following conditions:
- The item is complete, including all parts, components and original packaging.
- The item shows only normal handling. Damage resulting from careless handling, wear or misuse is excluded.
- Items for which hygiene is a factor have been properly cleaned before the return process begins.
- Any product defect was identified and reported to us promptly after receipt.
- The return request was submitted within the 30-day window.
We reserve the right to refuse returned items if we determine they have been used, worn, altered or damaged after delivery.
How to Return Your Order
Step 1 – Contact us
Email info@elainenewyork.com with the subject line "Return Request".
Step 2 – Provide the required information
Your email must include: your order number, the reason for the return, a photo of the item if it is damaged or defective, your first and last name, and your address.
Step 3 – Wait for our instructions
We will review your request and send you the correct return address. Do not ship the item back to the sender address on the package. Always wait for the return address we provide.
Step 4 – Ship the item
Send the item to the address we provide, using a shipping method with tracking. Please send us the tracking number once the package is on its way.
Return Shipping Costs
Elaine New York does not offer free returns. Return shipping costs are the responsibility of the customer, except where the return is due to an error on our part.
Our returns are processed through our central warehouse in Asia. Return shipping costs vary depending on your location and the carrier you choose. We recommend confirming the cost with your carrier before shipping.
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or is not the item you ordered, contact us immediately at info@elainenewyork.com with clear photos of the issue and your order number.
In these cases we will arrange a replacement or a full refund at no additional cost to you, and you will not be asked to pay return shipping. This applies to:
- Defective products
- Items damaged on arrival
- Incorrect items received
Refund Processing
Once your return arrives at our warehouse and has been inspected, we will notify you of the outcome.
What we refund: the full purchase price of the returned items.
What we do not refund: return shipping costs; any additional delivery charges you chose to pay; and any loss in value caused by handling beyond what is necessary to establish the nature and characteristics of the item.
Approved refunds are issued within 14 business days of the return being received and verified, to the original payment method. Depending on your bank or card issuer, it may take additional business days for the funds to appear on your statement.
Cancellations
If you need to cancel your order, contact us at info@elainenewyork.com as soon as possible after placing it.
Because our fulfillment process begins quickly after an order is placed, we cannot guarantee that a cancellation request can be honored. Once an order has been shipped, cancellation is no longer possible. In that case, please wait to receive the item and then follow the return procedure above.
Orders in Transit
Our products are shipped from Asia, and transit times can occasionally be longer than estimated for reasons outside our control. If your order is already in transit, it cannot be cancelled or intercepted. Please wait until you receive it and then request a return if you still wish to do so. You may notify us of your intention in advance.
Exchanges
We do not process direct exchanges. If you would like a different size, color or item, please return the original item following the process above and place a new order.
Contact
For all return, replacement and refund inquiries, contact us at info@elainenewyork.com.
Company details
TMB Commerce LLC
30 N Gould St Ste R
Sheridan, WY 82801
United States
