I’ve received a poor quality product. What should I do?
If you’ve received a low-quality, defective or a damaged product, we’ll do our best to sort it out. But make sure to contact the Ele-stores support team ASAP.
How to do that?
- Go to My orders.
- Find the order you’re having problems with.
- Click on the “Claim” button to the right.
- Describe the issue and attach a photo/video highlighting it.
Please mind that:
• Quality complaints are accepted only within 14 days from the date your product is delivered
• Quality warranty will not apply to the cosmetics’/make-up goods’ effect
• Quality warranty doesn’t cover defects or malfunction of personal items (e.g. toothbrushes, etc.) that got revealed during their use, due to inability to confirm the actual cause is not connected to improper maintenance or failure to follow operating instructions
• Our support team may request a photo of the package the product arrived in. Make sure to keep it
• You may also be asked to provide additional photos/videos, that are required to resolve the issue.
Can my request for a refund be rejected?
Yes, in case:
• It’s been more than 14 days since the product was received.
• The product features/overall quality matches the description.
• The photos/videos you provide are inconclusive, edited or picture a different. product.
• You haven’t provided any proof.
• You’ve disposed of the item/destroyed it without the support team’s authorisation
• The product was additionally processed (washed, repaired) without the support team’s authorisation.
When and in which method do I get my money back?
Your money will return to your card/account within 14 days after a refund is issued.
My package arrived incomplete, or I received the wrong product.
Once in a while, we may mistakenly pack a different item, of a wrong colour or size. If this happened to you, then please contact Ele-stores support. We will surely find a solution!
How do I contact Ele-stores support for Product Claim?
- Go to My orders.
- Find the order you’re having problems with.
- Click on the “Claim” button to the right.
- Describe the issue and attach a photo/video highlighting it.
Do not forget to include the order number, highlight the issue and attach photos of the received items and postal packaging/labels.
N.B. Quality claims can only be accepted within 14 days after the receipt of the product. Our support agents may ask you to provide additional info such as photographs and/or videos, as well as specify the photo/video requirements. In some cases, you may be asked to destroy the item or give it to the charity of your choice, both with video/photo confirmation. Please do not throw away the item until the issue is resolved.
Can my refund request be denied?
It can be if:
• More than 14 days have passed since the product delivery
• You made a mistake and picked an incorrect colour or size when placing an order
• Photo/video proof is inconclusive or of poor quality
• Images provided as evidence are modified, retouched or otherwise falsified
When will I get my money back?
The money will be returned to the original source of payment within 14 days after the order changes its status to Refunded.
How do I return an item?
If an item has no defects/matches the description, but you simply don’t like it, or it doesn’t fit you well — you can return it within 14 days from the product delivery according to your right of withdrawal.
Mind that the product must be in its original, resalable condition and packaging.
To receive instructions how to return an item, you need to contact our support team. In case you exercise your right of withdrawal, you will be responsible for any associated shipping costs.
N.B. The return expenses will not be covered by Ele-stores — those will be on you.
Can my return request be declined?
Yes, in case:
• It’s been more than 14 days since you received the item.
• The product is in non-resalable condition.
• You shipped the product to a different address that wasn’t provided by our support team.
• The return package cannot be tracked.
To ensure hygiene and our customers’ safety, we are unable to accept returns for certain items, which include but are not limited to:
• Underwear, swimwear, bra, bra tops, camisoles, pyjamas, baby products, socks, compression stockings and compression pantihose if the hygiene seal is not intact or any labels have been broken.
• Face + Body products if opened, used or the protective seal is not intact.
Where is my refund?
If the status of your order is Refunded that means we’ve successfully reimbursed the amount paid for it. The money should be transferred back to your account within 7–14 days.
Why does it take so long?
We tend to think the card payments are instant, but in fact they are not. When you purchase something in a store, your bank locks the amount in your account and sends you a notification about the money withdrawal.
That’s why the refund, which is that same process in reverse, also takes time.
But it’s been more than 14 days already!
If 14 days have passed and your bank still haven’t confirmed the money return, make sure to check the bank statement for the two-week period starting from the day the refund was issued. The statement is a list of all the transactions made within a specific timespan. You can get one in the banking app or request it directly from your bank.
In case there’s no reimbursement in the statement either, please attach the latter to your inquiry — Ele-stores support team will need it to double-check everything on our end.
How do I get in touch with them?
By email ([email protected]) or by clicking on the button below.
Chargebacks & Claims
Filing a chargeback (i.e a refund request the cardholder can make directly through his bank) or disputing a payment via Paypal/Klarna may look like an easier solution, but in fact it’s not that simple.
Processing of a chargeback takes quite some time. First, there will be primary review of the case, then there’s a chance you’ll be required to provide additional documentation or even visit the bank at some point. So, the resolution keeps being dragged out.
Handling of both chargebacks and disputes makes us lose money, which could be invested in the improvement of our platform. And that, in turn, would result in delivering you new types of services or higher quality for the existing ones.
Therefore, we rely on your cooperation here, and suggest contacting Ele-stores support team first if you have any questions or concerns about the orders made. Our support agents do their best to review each single case, and come up with a proper solution as quickly as possible (usually within a day or two). This is how you can get in touch with them:
- Drop us a line at [email protected].
Non-Delivery Warranty
Please check our non-delivery warranty here.
