Return & Refund Policy

Last updated: October 23, 2026

1. Our 30-Day Voluntary Return Policy

Elovrane LLC offers a voluntary 30-calendar-day return window for eligible items delivered to our supported markets. This policy allows customers to request returns for reasons such as a change of mind, fit, style, or size. The 30-day period begins on the day after you or a recipient designated by you, other than the carrier, receives the goods. For an order delivered in multiple shipments, the voluntary return period for the order begins after the final item is delivered. This voluntary policy is separate from and does not limit any statutory rights under applicable consumer law.

To request a return, email info@elovrane.com or use our Contact Us page within the applicable return period. Please provide your order number, the item or items you wish to return, your contact email, and the reason for the return. We aim to respond within one business day, although additional verification may sometimes be necessary.

We will provide the applicable return address and instructions. Please wait for these instructions before shipping your parcel. No separate return authorization number is required unless we inform you otherwise. A delay on our part in providing return instructions will not reduce a return period that you met by contacting us on time. Nothing in this process limits a statutory deadline or mandatory consumer right.

For a voluntary change-of-mind return, please dispatch eligible items within 14 calendar days after receiving the complete return instructions. Keep your tracking information or other reasonable proof of postage. The parcel does not have to arrive at the return facility within that same 14-day period, provided it was dispatched within the applicable deadline. Mandatory statutory return deadlines take precedence where they provide otherwise.

2. Item Condition and Product Categories

For voluntary change-of-mind returns, items should be in good condition and should not have been washed, altered, repaired, or worn beyond reasonable try-on. Please include original tags and essential accessories where practicable. You may try on a garment as you reasonably would in a physical store. Missing outer shipping packaging alone is not a reason to reject a return.

If an item has significant damage, staining, odors, or missing components, we may document the condition and explain any impact on return eligibility or refund value. We do not impose an automatic fixed restocking fee or unexplained penalty.

Elovrane sells women's sleepwear, loungewear, and lingerie/intimates. We do not apply a blanket rule excluding all lingerie or intimate apparel from returns. A hygiene-related exception may apply only to specifically eligible goods where the applicable law permits it, such as certain sealed goods that are unsuitable for return for health protection or hygiene reasons and have been unsealed after delivery. Any such exception must be clearly disclosed before purchase and assessed under the law applicable to the transaction.

Faulty, damaged, incorrect, or misdescribed products remain subject to applicable statutory remedies. Discounted and clearance items are not excluded from returns solely because they were sold at a promotional price. We do not currently offer made-to-order goods, subscriptions, or gift cards.

3. Return Destinations and Shipping Costs

For customers in the United States, we will provide the designated United States return receiving address after reviewing the return request. For customers in supported European markets, we will provide the designated European return location and recipient details before the parcel is dispatched. A return address may differ from the address printed on the original shipping label or our business address in Arizona. Please do not send a return to an unconfirmed address.

For voluntary returns due to personal preference, fit, size, or style, the customer is responsible for the direct return shipping cost using a suitable carrier. We do not charge a fixed restocking fee and do not generally provide prepaid return labels for change-of-mind returns.

Where applicable law requires us to disclose return costs before purchase, we will provide the required information. For statutory withdrawal returns, customers are responsible for the direct cost of returning goods only where permitted by applicable law and where they were properly informed of that responsibility before purchase.

We will explain the designated return destination and relevant shipping arrangements before the parcel is sent. We will not impose an undisclosed return fee or use a return arrangement to restrict mandatory consumer rights.

If a return is necessary because of our fulfillment error, an incorrect item, a verified defect, a missing item, or verified transit damage, we will pay reasonable necessary return and replacement shipping costs or provide an appropriate prepaid return solution where applicable.

4. Exchanges

You may request another available size, color, or style, subject to inventory. Where feasible, we will arrange an exchange after receiving and inspecting the returned item. If a direct exchange is not available, we may refund the original item so that you can place a new order.

Any agreed difference in product price will be collected from you or refunded to the original payment method, as applicable. For exchanges requested because of personal preference, the customer is responsible for the relevant return and reshipment costs after those costs have been explained. For our fulfillment errors or valid defective-item claims, reasonable replacement shipping costs will be covered by us.

You may choose a refund instead of an exchange wherever required or permitted by applicable law.

5. Faulty, Incorrect, Missing, or Damaged Goods

If you receive the wrong product, an incomplete parcel, a damaged garment, an item that does not match its description, or a defective product, please email info@elovrane.com with your order number and a description of the issue.

Photographs of the item, packaging, or shipping label may help us investigate. We do not routinely require photographs for ordinary change-of-mind returns, nor do we require an unboxing video or a photograph of an item that was missing from the parcel. Reporting visible parcel damage within 48 hours is helpful, but failure to do so does not automatically remove your legal rights.

After reviewing the issue, we will provide an appropriate remedy consistent with the circumstances and applicable law. Depending on the issue and the remedy legally available, this may include a replacement, delivery of a missing item, repair where appropriate, a price reduction, or a refund. If a return is unnecessary, we may confirm in writing that you may keep or dispose of the affected item.

Do not send goods back before receiving return instructions. For EU consumers, statutory legal guarantees for defective or non-conforming goods apply independently of this voluntary return policy. Under EU rules, the legal guarantee is generally at least two years, subject to applicable national law and any stronger protection that applies.

6. Refund Amount, Method, and Timing

For eligible full or partial voluntary returns, we refund the amount actually paid for the returned items, subject only to adjustments permitted by applicable law and this policy. For partial returns, the refund is calculated using the actual item-level price after applicable discounts have been allocated.

If your original order qualified for complimentary standard shipping, we will not retrospectively charge the original shipping fee merely because the value of the items you keep falls below the free-shipping threshold after a partial return.

For a change-of-mind return outside a statutory withdrawal right, the original outbound shipping charge is generally not refunded. Where an EU statutory withdrawal right applies to the entire order, we refund the applicable original standard delivery charge. Additional charges for an expressly selected premium or express delivery option may be excluded to the extent permitted by law. For verified delivery failures or fulfillment errors affecting the entire order, we will refund the original shipping charge where required by our policy or applicable law.

Refunds are normally made to the original payment method. We do not require customers to accept store credit, vouchers, or gift cards instead of a monetary refund where a monetary refund is due. If the original payment route is unavailable, we will contact you to agree on a lawful alternative where necessary.

For ordinary voluntary returns, we generally inspect received goods within one to two business days and initiate an approved refund within seven calendar days after receipt and the necessary review. This voluntary processing target does not extend any statutory refund deadline. Bank and payment-service posting times may vary after we initiate the refund.

For statutory withdrawals, we will refund within the deadline required by applicable law. Where permitted, we may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, whichever occurs first.

If we believe a returned item has lost value because it was handled beyond what is reasonably necessary to inspect its nature, characteristics, and functioning, we will explain the issue and any proposed adjustment. Any deduction will be limited to what applicable law permits. We do not automatically deduct cleaning, inspection, or restocking fees.

7. EU Consumers: Statutory Right of Withdrawal

Where EU consumer law applies to your purchase, you generally have the right to withdraw from a distance contract for goods without giving a reason within 14 days after you or a recipient designated by you, other than the carrier, receives the goods. If a single order is delivered in separate shipments, the withdrawal period generally begins when the final item is received. Statutory exceptions may apply where expressly permitted by law.

You may notify us of your decision to withdraw by emailing info@elovrane.com with your name, order number, the item or items concerned, and your decision to withdraw. You may use the following statement if you wish, but you are not required to use these exact words:

I hereby give notice that I withdraw from my contract for the sale of the following item(s): [item(s)]. Ordered on [date] and received on [date]. My name is [name], my order number is [order number], and my contact details are [email/address].

For contracts concluded through our online interface where applicable law requires an online withdrawal function, you may also submit your withdrawal through the online withdrawal function available on our website. That function must remain accessible throughout the applicable withdrawal period and allow you to submit and confirm your withdrawal statement. We will send an acknowledgement of receipt on a durable medium, such as email, without undue delay.

Important: The online withdrawal function described above must be operational before this statement is published for transactions subject to that requirement. An email address or a general contact form alone should not be treated as a substitute for a legally required online withdrawal function.

After notifying us of a valid statutory withdrawal, you must normally send the goods back within 14 days, unless we have offered to collect them or applicable law provides otherwise. The deadline is met if you dispatch the goods before the 14-day period expires.

We will reimburse payments received, including the applicable cost of the least expensive standard delivery offered for an entire withdrawn order, without undue delay and no later than 14 days after we are informed of your decision to withdraw. We may withhold reimbursement until we receive the returned goods or evidence that you have sent them back, whichever occurs first, where permitted by law.

Refunds will be made using the original payment method unless you expressly agree to another method, and you will not incur a refund fee. You normally bear the direct cost of returning goods only if you were properly informed of this responsibility before purchase and applicable law permits it. You are responsible for any decrease in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, to the extent permitted by law.

The statutory right of withdrawal does not limit remedies for defective or non-conforming goods. If the mandatory rules of the country applicable to your purchase provide stronger protection, those rules apply.

8. Cancellations, Non-Delivery, and Complaints

To request cancellation before dispatch, email info@elovrane.com as soon as possible, ideally within 12 hours after placing the order. This is a recommendation, not a guaranteed cancellation window. We will try to stop packing or dispatch where reasonably possible. If the parcel has already been handed to the carrier, you may need to follow the applicable return process after delivery. Statutory cancellation and withdrawal rights remain unaffected.

If a shipment is confirmed lost, or if its location and a reasonable delivery estimate remain unavailable after seven business days of investigation, you may choose an appropriate remedy, including a replacement at no additional charge or a refund, as applicable. A carrier's compensation process will not be used to delay a remedy that is already due.

If tracking shows delivery but you have not received the parcel, we will investigate the matter rather than automatically rejecting the claim solely because the tracking status says delivered. Please consult our Shipping Policy for additional shipping information.

If you disagree with a return or refund decision, email info@elovrane.com with your order number and any additional relevant information. We aim to respond to a review request within two to three business days. Nothing in this policy limits your statutory consumer rights or payment-provider dispute rights.

9. Contact

Elovrane LLC
2116 W MARCO POLO RD, PHOENIX, AZ 85027-4154, USA
Email: info@elovrane.com
Phone: +1 (623) 274-1818
Contact form: https://elovrane.com/contact-us/