At ELFLOS, we are committed to delivering the finest handcrafted products made by artisans with an average of over 10 years of experience. Every item is carefully selected through a multi-step process to ensure the highest quality. While we strive to offer "best-in-box" crafts and gifts, we understand that occasionally, things may go wrong due to unforeseen circumstances during shipping.
In such cases, we evaluate each customer's inquiry, request, and complaint on a case-by-case basis. Please note that we reserve the right to refuse full or partial refunds or reshipment requests for reasons including but not limited to: non-quality issues, logistics delays (such as delays caused by policy factors), misunderstandings of the product, or insufficient evidence.
That said, your satisfaction is our top priority, and we are committed to providing you with a seamless shopping experience. If you are not completely satisfied with your purchase, please carefully read our updated return and refund policy below:
1. Return Eligibility
You have 30 days from the date of purchase to request a return.
Returned items must be unused, in original condition, and with all original packaging and documentation intact.
Returns are accepted under the following conditions: item is defective, damaged, or incorrect (e.g., wrong style or color).
Digital products (including but not limited to video crochet tutorials) are non-returnable and non-refundable.
2. How to Initiate a Return
To initiate a return, please contact our after-sales support team at support@elflos.com.
In your email, please provide your order number, reason for return, and any supporting evidence (such as clear pictures or videos).
Our support team will respond within 1-2 business days and provide detailed instructions on how to return your item.
3. Return Shipping
If the item is defective or incorrect (based on our quality checks), we will cover the return shipping costs.
If the return is due to personal reasons or non-quality issues (e.g., wrong color or style choice), return shipping costs will be borne by the customer.
4. Refund Process
Once we receive your returned item, we will conduct an inspection to ensure it meets our return criteria.
If your return is approved, your refund will be processed and issued to your original payment method within 7-10 business days.
If your return is rejected, we will notify you and provide the reason for the rejection.
5. Color & Style
Since all our products are 100% handcrafted, each item is unique and considered a custom-made item. We are unable to accept returns or offer refunds for color or style mistakes, or if the item does not meet your personal preference.
If you need a different color or style, please place a new order for the desired item.
6. Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us within 7 days of receiving your order.
Depending on your preference, we will be happy to arrange for a free replacement or full refund, at no additional cost to you.
Please provide clear images of the damage or defect to help us resolve the issue quickly.
7. Contact Us
If you have any questions or concerns about our return and refund policy, please feel free to contact our customer service team at support@elflos.com.
We are always here to assist you and ensure your experience with us is smooth and enjoyable.
Thank you for choosing ELFLOS! We sincerely appreciate your support and look forward to serving you again soon.