Refund policy

At Elia, customer satisfaction is our priority. We take great care in ensuring that every makeup bag is inspected and packed with precision before shipping. Please review our policy below for cancellations, returns, and exchanges.

Order Cancellations
Once an order has been placed, it cannot be cancelled. Please review your order carefully before confirming your purchase.

Returns
We accept returns only in cases where the item received is damaged.

If you receive a damaged product, please contact us at elia.officialae@gmail.com within 7 days of receiving your order.

• Include your order number, photos of the damaged item, and a brief description of the issue.

• If the item is still available, we will send a replacement. If not, a refund will be issued to your original payment method.

• Items returned without prior communication or beyond the 7-day window will not be accepted.

Exchanges
We offer exchanges within 14 days of receiving your order.

• Exchanges are accepted for unused and undamaged items in their original packaging.

• Customers are responsible for return shipping costs unless the product received was incorrect or damaged.

• Once the returned product is received and inspected, we will ship the replacement item.

Refunds
Refunds are only applicable when a replacement cannot be provided for a damaged product.

• Refunds will be processed within 7–10 business days after confirmation.

• The amount will be refunded to the original payment method used at checkout.

For all return or exchange requests, please contact us at elia.officialae@gmail.com before sending any items back. Unauthorized returns may not be accepted.