Refund policy

At ELEVAN, each piece is made to order with intention and care. Because of this, we are unable to offer refunds or exchanges for sizing issues, buyer’s remorse, or preference changes.

Please review product details, sizing information, and shipping information carefully before placing your order.

Damaged, Incorrect, or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 14 days of delivery at hello@theelevan.com.

To help us resolve the issue quickly, please include:

  • Your order number

  • Clear photos of the item and packaging

  • A brief description of the issue

If approved, we may offer a replacement, store credit, or another appropriate resolution depending on the nature of the issue.

Store Credit

In select situations, ELEVAN may offer store credit as part of a resolution process at our discretion.

Store credit may be considered for certain order issues where a refund is not applicable but we believe a customer experience solution is appropriate.

Unless otherwise stated, store credits do not expire.

Order Cancellations

Orders may be canceled within 24 hours of purchase before production begins.

Once an order has entered production, it cannot be canceled, modified, or changed.

Non-Returnable Items

Because all items are made to order, we do not accept returns or exchanges for:

  • Incorrect size selection

  • Change of mind

  • Preference changes

  • Delayed delivery caused by carriers

  • Minor color variations caused by screen displays or lighting

Replacements & Resolution Eligibility

Replacements or store credit will be offered in cases where:

  • An item arrives damaged or defective

  • The wrong item was received

If an order cannot be fulfilled, a refund will be issued to the original payment method.

Additional resolutions may be provided at our discretion depending on the nature of the issue.

Shipping Costs

Original shipping costs are non-refundable unless the issue was caused by an error on our end.

Chargebacks & Support

We encourage customers to contact us directly before filing a payment dispute or chargeback so we can work toward a resolution together.

International Orders

Customers outside the United States may have additional rights under local consumer protection laws. Where required by law, those rights will apply.

Contact

For questions regarding your order, please contact us at hello@theelevan.com.