Refund policy

01 - Return & Exchange Terms

You have the right to cancel your purchase within 30 days from the day you received the item. To exercise your right of withdrawal, you must contact us by email before the deadline expires. Once you have notified us, the item must be returned within a reasonable time in substantially unchanged condition.
The following rules apply for your return to be valid:

• Unclaimed parcels are not considered a return. In this case, we will charge a return fee of 250 SEK. As a customer, you pay the return shipping for exchanges or cancelled purchases.
• You are responsible for paying the shipping costs for the return, unless the product is defective or incorrect. For returns or exchanges, you must use a shipping method that includes tracking information.
• Underwear, such as our tights, is considered a hygiene product. No returns are accepted if the original packaging has been opened. However, we do accept an exchange to keep you satisfied as a customer.
• For a return to be approved, all items must be returned in the same condition as they were received: unused and in their original packaging. You also need a receipt or other proof of purchase.
• If the item has been used or damaged due to improper handling, we may refuse the return or offer only a partial refund.
• Items returned without approval will not be accepted. Approval is given through our customer service.

 

Non-returnable items

• Damage or loss caused by the customer is not refunded.
• Clearance items and gift cards are not refunded.
• Hygiene products (underwear, tights, socks, bras, etc.) whose packaging has been broken or opened.

 

02 - Return Process

Step 1: Contact Us

To start a return, please send an email to info.elyssiasshop@gmail.com  and provide your:

- Customer name
- Order number
- Reason for return

Step 2: Package the Item

Returned items must be in their original packaging, condition and quality. Please include all accessories and documentation.

Step 3: Return the Items

Return the items to the address we send to you.

 

03 - Exchange process

To make an exchange, you first need to return the old items before you can receive the new ones.

Step 1: Contact Us

To start an exchange, please send an email to support@elyssias.com and include your:

• Customer name
• Order number
• Reason for the exchange
• Product you want to exchange (name & model)
• Product you want to exchange it for (name & model)

Step 2: Package the Item

Returned items must be in their original packaging, condition and quality. Please include all accessories and documentation.

The items must be sent to an address provided by our support team.

We will then inspect the item to make sure it is in good condition, which takes 1–3 business days.

Step 3: Return the Items

03 - Refund Process

Returned items are inspected within 3–5 business days of receipt. Once we have received and inspected the returned item, we will process your refund.
The refund will be processed to the same payment method used at purchase. It may take up to 10 business days for the refund to appear in your account, depending on your bank.

04 - Claims

When returning a defective or incorrect product, this is considered a claim and you will receive a full refund. If your package is damaged during delivery, you must immediately file a claim with the carrier.

If there is any issue with the items in your package, or if you received the wrong product, please contact us within 5 days of receiving your order.  

Claim Terms

The right to file a claim applies to defects classified as manufacturing faults, meaning if the claimed product differs from an identical manufactured product that has no defects. The right to file a claim never applies to defects caused by wear and tear, lack of service and maintenance, and defects caused by improper use of the product. This means that material discoloration, sun fading, rust, wear and similar issues generally do not qualify for a claim. A claim must be filed as soon as possible when a product defect is discovered.

Elyssias follows the recommendations of the General Claims Board regarding the 3-year claim right. Learn more here: www.arn.se/konsument.

We at Elyssias are here to make your shopping experience as smooth as possible. Do not hesitate to contact us if you have any questions about our return and refund policy!

05 - Claims Process

Step 1: Describe the Issue

Describe the issue as thoroughly as possible. Always include your order number and customer name — images are also helpful. Send your claim request via email to info.elyssiasshop@gmail.com

Step 2: We Process Your Case

Our team will process your request within 1–5 business days. If a claim is approved, we will resolve the issue if possible, or replace the incorrect product with a new one.