We are happy to offer a refund or an exchange on any items that you are not completely happy with as long as you notify us within 7 (seven) days of receiving the item and post it back to us within 14 (fourteen) days of the original shipping date.
All goods must be returned to us unused (unworn, unwashed) and in a saleable condition, together with all original packaging, with all labels in tact (please note you have a duty to take reasonable care of returned goods and any refund may be withheld or a charge incurred if you fail to take such care and damage the goods). Please make sure that your return package is packed and sealed securely (in or with the original packaging if possible).
For briefs, thongs and shorts please ensure that these items are tried on over your own underwear. In the interest of hygiene we will refuse refunds or exchanges where it is obvious that this has not been done.
This does not affect your statutory rights to return faulty goods.
Returns: Quick Steps
1. Contact Us for a Returns Authorisation Number (RAN)
2. Complete Your Returns Slip
3. Post your item(s) back to us with original packaging via standard 2nd Class post
4. When posting ask for a FREE Certificate of Postage at the Post Office
5. If you are returning the full order – you notify us within 7 days and return the item(s) within 14 days, you will be refunded the cost of 2nd Class postage in your refund amount.
(please keep reading below for full details of the Returns policy)
To notify us of a return please email us at: [email protected], stating whether you want an exchange or a refund. We will reply to you with a Returns Authorisation Number, which you should write on the Returns Slip found within your original packaging.
Once you have fully completed the Returns Slip please send the item(s) back to us in their original condition and packaging with all labels intact.
Our returns address is: Elle-Vacion Ltd, RETURNS, Suite 16475, Lower Ground Floor, 145-157 St. John Street, London, EC1V 4PW.
Please note: your right to exchange or return products is separate from your statutory right to cancel your order under the Distance Selling Regulations (see below).
Where you inform us that you would like a refund the refund amount will be credited back to you via the same payment method used to purchase the item. Please allow 30 (thirty) days from the day your item is posted back to us for your refund to be processed.
If you are requesting a full refund on the complete order, as long as you contact us within 7 (seven) days of receiving the item(s) and the package is posted back to us within 14 (fourteen) days of the original shipping date we will credit back to you both the original cost of postage and the cost of standard 2nd (Second) class postage for returning the original package back to us.
If you do not contact us within 7 (seven) days of receiving the item(s), the refund amount will not include the cost of returning the package to us.
If you are returning a part of the original order the refund will include the cost of returning the package back to us, but the original cost of postage will not be refunded.
We are happy to offer free exchanges for a different size (subject to stock availability).
Please return the item(s) back to us in their original condition and packaging with all labels intact with a completed Returns Slip marked that it is an Exchange, quoting your Returns Authorisation Number and detailing the replacement size that you would like.
We will not charge you for the cost of delivering your replacement item, and we will reimburse you the cost of standard 2nd (Second) class postage for returning the original item to us.
If your preferred item is not available we will contact you to let you know and offer you a refund.
If you are exchanging for a different product, style, or colour please complete the Returns Slip, quoting your Returns Authorisation Number, marking that it is an Exchange and detailing the replacement item that you would like (subject to stock availability).
Delivery of your replacement item will be free, but you will have to bear the cost of postage to return the original item to us.
In the case of both Refunds and Exchanges, the original items to be returned must be posted back to us with 14 (fourteen) days of the original shipping date which can be found on the invoice slip.
Please ensure that you request a free Certificate of Postage from the Post Office when you return any item to us and retain it for your reference. The Post Office will stamp the Certificate and provide a tracking number to prove that the goods have been returned. You must hold on to this document until the matter has been fully resolved, because without this we cannot offer a replacement or a refund in the event that we do not receive the returned items.
3. Distance Selling Regulations
If you are a customer based in the EU, under the Consumer Protection (Distance Selling) 2000 regulations (DSR’s) you have the right within 7 (seven) days of receiving your goods to cancel your order with us and you will be entitled to a full refund.
In order to cancel under the DSR’s, you must notify us in writing of your wish to cancel the entire order either by email: [email protected], or by post:
Elle-Vacion Ltd, RETURNS, Suite 16475, Lower Ground Floor, 145-157 St. John Street, London, EC1V 4PW, England; within 7 (seven) days of receiving your goods.
We will refund the full value of your order, including the original cost of postage within 30 (thirty) days of receiving your notification to cancel.
Once we have received your notification to cancel we will reply to you with a Returns Authorisation Number which you should write on your returns slip found within your original packaging. Once you have completed the returns slip please send the item(s) back to us in the original condition with all labels intact. Our returns address is:
Elle-Vacion Ltd, RETURNS, Suite 16475, Lower Ground Floor, 145-157 St. John Street, London, EC1V 4PW, England.
Items returned under the DRS’s will be returned at your own cost. If we do not receive the cancelled items back within 30 (thirty) days of notification of a cancellation, we may arrange to collect them from you at your cost.