Returns & Refunds Policy

At Elvoura, we believe in confidence not only in how you feel, but also in how you shop.
If something isn’t quite right, we’re here to make the return process as smooth and fair as possible.
Please read the guidelines below to understand how to initiate a return, refund, or exchange.

1. Overview of Our Return Policy

We accept returns on most items within 14 days of delivery.
To qualify, products must meet our return conditions outlined below.
Return shipping costs are covered by the customer, unless the return is due to an Elvoura error.

Once we receive and inspect your return, refunds are processed within 7 business days to your original payment method.

2. Return Eligibility & Conditions

To ensure a smooth process, please make sure your item meets the following criteria:

  • The product is unused, unworn, and in its original packaging.

  • All tags, hygiene seals, and accessories are still attached.

  • There are no signs of wear, washing, or damage from handling.

  • For hygiene reasons, underwear and intimate items can only be returned if the seal is unbroken.

  • If the product arrived defective or incorrect, please contact us within 48 hours of delivery with photos.

Non-returnable items

  • Opened or used lingerie, underwear, or personal care products

  • Gift cards or digital products

3. How to Initiate a Return

To start a return or refund request:

  1. Contact our Customer Care Team at info@el-voura.com.

  2. Include your order number, reason for return, and photos if applicable.

  3. Our team will provide you with the return address and instructions.

  4. Ship your package using a tracked courier and share the tracking number with us.

We recommend keeping your proof of shipment until your refund has been confirmed.

4. Return Shipping Costs

  • Customers are responsible for the return shipping costs.

  • Please use a tracked and insured delivery service to ensure safe return transit.

  • Original shipping fees are non-refundable, unless your order arrived damaged or incorrect.

5. Refund Processing

Once your return is received and inspected:

  • Approved refunds are issued within 7 business days.

  • Funds will automatically be returned to your original payment method.

  • You’ll receive an email notification once your refund has been processed.

If an item does not meet return requirements, we’ll contact you to discuss available options.

6. Exchanges & Replacements

We’re happy to offer an exchange for another size or color, provided the item meets our return criteria.
If your requested item is out of stock, we’ll issue a refund instead.

For damaged or defective products, please contact us within 48 hours of delivery — we’ll arrange a replacement at no extra cost.

7. Order Cancellations & Right of Withdrawal

Orders can be cancelled within 12 hours of purchase by contacting info@el-voura.com.
Once processing begins, cancellations may no longer be possible.

If your order has already shipped, please wait for delivery and then initiate a standard return.

This policy does not affect your statutory consumer rights under applicable EU and local laws.

8. Legal Compliance & Consumer Rights

Our return policy complies with EU consumer protection laws.
Your legal rights such as the right to receive goods as described or to return faulty products remain fully intact.
These rights are not affected by this policy.

9. Frequently Asked Questions

Q: How long will my refund take?
A: Refunds are usually issued within 7 business days after we receive and inspect your return.

Q: What if my package was lost during return shipping?
A: Please file a claim with your courier and contact us with the tracking reference we’ll help follow up if needed.

Q: Can I return my order after 14 days?
A: Unfortunately not, but feel free to reach out — we always aim to find a fair solution.

10. Contact Us

For any questions regarding returns, refunds, or exchanges, our support team is happy to assist:

📩 info@el-voura.com
🕒 Monday – Friday, 09:00 – 17:00 CET

11. Policy Updates

Elvoura reserves the right to update this policy at any time to ensure transparency and compliance with current regulations.
The latest version will always be available on this page.

✨ Elvoura — Because comfort should feel effortless, even when you change your mind.