Damaged or Defective Product
If your order arrives damaged or has a manufacturing defect, contact us within 48 hours of delivery and provide the required opening video for review.
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Please note
Important: No Refund Policy
At ELARE, every outfit is selected with care. This policy explains how we handle eligible exchange requests, product concerns and order cancellations.
Refunds are not provided after dispatch
Please review product descriptions, size information, colour details and other product specifications carefully before confirming your purchase. This policy does not remove any rights you may have under applicable consumer law.
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Exchange guidelines
When Can You Request an Exchange?
Exchange requests are considered for the following eligible issues, subject to verification by our team.
Incorrect Product Received
If the delivered item differs from the product you ordered, report the issue within 48 hours and share your order details and unedited opening video.
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Important timeline
Report Within 48 Hours
48 hours from delivery
Contact our team within this period to report a product concern. Requests made after this period may not qualify under the standard exchange process.
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Required documentation
Parcel Opening Video Is Essential
Record Your Unboxing
Keep your recording clear, continuous and unedited.
Record the package before opening it and continue filming until the product has been fully removed and inspected. This helps our team assess the reported concern.
Please keep your video proof safe
Without valid video proof, your exchange request may not be processed.
- Record continuously without cuts, edits or interruptions.
- Show the sealed parcel and shipping label clearly before opening.
- Show the complete unpacking process from start to finish.
- Clearly show the product, tags, security labels and embroidery details where applicable.
- Capture any visible damage, defect or missing item clearly.
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Before sending a product
Product Condition Requirements
Products submitted for an eligible exchange must meet the following condition requirements.
Original Tags & Seals
Product tags, seals and security labels must remain attached and intact.
Unused & Unaltered
The product must be unworn, unwashed, unaltered and in its original condition.
Original Packaging
Include the original packaging and any accessories supplied with the product.
No Stains or Wear
Products with stains, perfume odour, makeup marks, alterations or signs of wear may not qualify.
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Order management
Order Cancellation
Contact Us Before Dispatch
Cancellation requests can be made only before an order is dispatched. Contact our team as soon as possible and provide your Order ID.
Once an order has been dispatched, cancellation may no longer be possible. Any cancellation or refund processing, where applicable, will be handled in accordance with the applicable store policy and law.
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Three simple steps
How to Request an Exchange
If you receive a damaged, defective or incorrect product, follow these steps to submit your concern for review.
Contact Our Team
Reach out within 48 hours of delivery and explain the issue with your order.
Share Your Proof
Provide your Order ID and the unedited, continuous parcel-opening video.
Wait for Review
Our team will review the information and contact you about the next steps if the request qualifies.
Our commitment
Care Beyond Your Purchase
We value your trust in ELARE Fashion. Our team will review eligible product concerns carefully and help you understand the next steps under this policy.
