Returns & exchanges
Returns & exchanges
We want you to be completely happy with your purchase. Here you'll find all the information about returns, exchanges, refunds and complaints.
01 Return & exchange conditions
You have the right to cancel your purchase within 30 days from the day you received the item. To use your right of withdrawal, you must contact us by email before the deadline expires. Once you have notified us, the item must be sent back within a reasonable time in substantially unchanged condition.
The following rules apply for your return to be valid:
Unclaimed parcels do not count as returns. In this case, we charge a return fee of 250 SEK.
- As a customer, you pay the return shipping for exchanges or cancelled purchases, unless the product is defective or incorrect. For returns or exchanges, you must use a shipping method that includes tracking.
- Underwear such as our tights is considered a hygiene item. No returns are accepted if the original packaging has been opened. However, we do accept an exchange to keep you happy 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 will also need a receipt or other proof of purchase.
- If the item is 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 by our customer service at support@elyssias.com.
02 Items that cannot be returned
- Damage or loss caused by the customer is not refunded.
- Clearance items and gift cards are not refundable.
- Hygiene items (underwear, tights, socks, bras etc.) with broken or opened packaging.
03 Return process
Contact us
To start a return, please send an email to support@elyssias.com and include your:
- Name
- Order number
- Reason for the return
Pack the item
Returned items must be in their original packaging, condition and quality. Please include all accessories and documentation.
Return the items
Return the items to the address we send you.
04 Exchange process
To make an exchange, you first need to return the old items before you can receive the new ones.
Contact us
To start an exchange, please send an email to support@elyssias.com and include your:
- Name
- Order number
- Reason for the return
- Product you want to exchange (name & model)
- Product you want instead (name & model)
Return the item
Returned items must be in their original packaging, condition and quality. The items should be sent to an address provided by our support team. We then inspect the item to make sure it is in good condition, which takes 1–3 business days.
New order with your exchange item
You will then receive a new order confirmation with the items you exchanged to. They are sent in a separate email with their own tracking number so you can follow the delivery.
05 Refunds
- Returned items are reviewed within 3–5 business days of receipt. Once we have received and inspected the returned item, we will process your refund.
- The refund is made to the same payment method used for the purchase. It may take up to 10 business days for the refund to appear in your account, depending on your bank.
06 Complaints
Returning a defective or incorrect product is considered a complaint, and you will receive a full refund. If the parcel is damaged on delivery, report it to the pickup point or carrier right away.
If there is a problem with the products in your parcel, or you received the wrong product, please contact us within 5 days of receiving your order.
Complaint conditions
The right to complain applies to faults classified as manufacturing defects, meaning the product differs from an identically manufactured product without the fault. It never applies to faults caused by, among other things, wear and tear, lack of care and maintenance, or incorrect use of the product. This means that discoloration of material, sun bleaching, rust, wear and similar issues are generally not covered. When a product deviation is discovered, a complaint should be made as soon as possible.
Elyssias follows the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden) recommendation of a 3-year right to complain. Read more here: www.arn.se/konsument.
07 Complaint process
Describe the fault
Describe the fault as accurately as you can. Always include your order number and name – photos help too. Send your complaint by email to support@elyssias.com.
We handle your case
Our team handles your request within 1–5 business days. If the complaint is approved, we fix the fault if possible or replace the faulty product with a new one.
08 FAQ
Who pays for return shipping?
For exchanges and returns, you pay the return shipping yourself. For complaints – if the item is defective or incorrect – we cover the shipping.
When will I get my money back?
Once your return has arrived and been inspected, we refund the amount to the payment method you used. It may take up to 10 business days for the money to appear in your account, depending on your bank.
How does an exchange work?
Once we have received and inspected the item, we create a new order with the items you exchanged to. You will receive an order confirmation with its own tracking number.
I received an incorrect or defective item
Email us as soon as possible with your order number, a short description and photos of the fault. We review the case within 1–5 business days and send a new item or refund your purchase.
What happens if I don't collect my parcel?
An unclaimed parcel does not count as a return. In this case, we charge a fee of 250 SEK for shipping and handling.
Questions about your return, exchange or a complaint? Email us at support@elyssias.com.