As a Hong Kong-headquartered global e-commerce platform specializing in clothing and shoes, ELYSIAN TRADE LIMITED is committed to making returns fair, simple, and tailored to the unique needs of fashion items. Below are 12 key details about our return policy—designed to address clothing’s fit concerns and shoes’ durability needs—with support available anytime at [email protected]:
- Standard Return Window
We accept returns for clothing and shoes within 30 calendar days of delivery (confirmed via your order tracking). This timeframe gives you enough time to try on garments for fit or inspect shoes for comfort—no rush to make a decision.
- Core Return Conditions
To qualify for a return:
- Clothing must be unworn, unwashed, and free of stains, perfume, or deodorant marks; original tags (e.g., size labels, brand tags) must remain attached.
- Shoes must be unused (no scuffs on soles, no creases from wear) and returned in their original boxes, with all included accessories (e.g., shoe dust bags, extra laces).
- Exceptions to Returns
Certain items are non-returnable due to hygiene or customization:
- Undergarments (e.g., bras, underwear) and swimwear (unless the hygiene seal is unbroken).
- These are clearly marked “Final Sale” on product pages.
- How to Initiate a Return
Start the process in 3 simple steps:
- Log into your ELYSIAN TRADE account and navigate to “Order History.”
- Select the order with the item(s) you want to return, then choose “Request Return.”
- Specify the reason (e.g., “clothing too small,” “shoe size incorrect”) and wait for a Return Authorization (RA) number—sent to your email within 24 hours.
- Mandatory RA Number
Write your unique RA number on the outer package of your return. Packages without an RA number will be rejected or delayed, as we can’t link them to your order. This step ensures fast processing for clothing and shoes alike.
- Return Shipping Cost Responsibility
- Free return shipping: If the return is due to our error (e.g., wrong size sent, defective clothing stitching, shoes with manufacturing flaws like loose soles), we’ll reimburse your shipping fee. Simply email a copy of your shipping receipt to [email protected] after sending the item.
- Customer-covered shipping: For change-of-mind returns (e.g., “didn’t like the color,” “shoe style didn’t suit”), you’ll pay the return shipping cost. We recommend using a trackable carrier to avoid lost packages.
- Exchange Options
Instead of a refund, you can exchange clothing or shoes for a different size, color, or style (if in stock). Exchanges follow the same 30-day window and conditions as returns—just select “Exchange” instead of “Refund” when initiating the request. If your desired item is out of stock, we’ll automatically process a refund.
- Defective Item Protocol
If you receive damaged or defective items (e.g., a shirt with a torn seam, shoes with a cracked heel), report it within 7 days of delivery via email to [email protected]. Include clear photos of the issue (e.g., close-up of the tear, shot of the shoe defect) and your order number. We’ll send a pre-paid shipping label for the return and arrange a free replacement or full refund—no extra steps needed.
- Refund Timeline & Method
Once we receive and inspect your return (3–5 business days for processing), refunds are issued to your original payment method:
- Credit/debit card: 5–7 business days (varies by bank).
- PayPal: 2–3 business days.
- We refund the full item price; original shipping fees are only reimbursed if the return is our fault.
- International Return Guidelines
For global customers:
- Use a carrier that ships to Hong Kong (our return warehouse is based here).
- Clearly mark the package as “Returned Goods” to avoid customs duties—we don’t reimburse duties incurred on returns, as they’re regulated by your country.
- Allow 10–14 days for international returns to reach our warehouse (longer than domestic shipments).
- Gift Return Process
If you received clothing or shoes as a gift:
- Ask the original purchaser to share the order number with you.
- Email [email protected] with the order number and your return reason—we’ll issue a store credit (valid for 12 months) to your email, so you can pick a new item that fits or suits your style.
- Late Return Handling
If you miss the 30-day window, contact [email protected] to explain your situation (e.g., “delayed delivery of the order”). We may approve late returns at our discretion, but a 20% restocking fee will apply—this covers the cost of re-inspecting, re-tagging, and re-storing the item for resale.
At ELYSIAN TRADE LIMITED, we know returns are part of fashion shopping—whether a dress doesn’t fit or shoes feel uncomfortable. Our policy balances our commitment to quality with your need for flexibility, ensuring every return is handled fairly for both clothing and shoe orders.