Return & Refund Policy
Ela New York – Return & Refund Policy
At Ela New York, we strive to offer a clear and transparent shopping experience. Please read this policy carefully before placing your order. By purchasing from our website, you agree to the terms outlined below.
Return Period
Eligible items may be returned within 30 days of delivery, provided they meet the conditions described below.
Return Conditions
An item qualifies for return if:
- It is unused, unworn, and undamaged
- It remains in its original condition
- All original labels and packaging are intact
- The return request is submitted within the 30-day return period
- The return has been approved in advance by our customer support team
Trying on items for fit (similar to a retail environment) is allowed. However, if there are visible signs of wear, washing, or damage, a reduction in value may be applied.
Non-Returnable Items
We do not accept returns for:
- Items with broken or removed hygiene seals
- Personalized or custom-made products
- Items damaged due to improper use
- Underwear, shapewear, and bras if the hygiene seal has been removed
Return Shipping & Responsibilities
All approved returns must be sent to our central warehouse in Asia.
Customers are responsible for:
- Covering all return shipping costs
- Choosing a shipping carrier that supports customs clearance
- Paying any applicable customs duties, taxes, or handling fees
- Providing accurate and complete customs documentation
ElaNewYork is not responsible for return shipments that are delayed, rejected, or lost due to customs issues or incorrect shipping methods.
Restocking Fee
A 15% restocking fee applies to all approved returns. This fee covers inspection, processing, and inventory handling.
The same 15% fee also applies to:
- Unopened packages
- Refused deliveries
- Parcels that are unclaimed and automatically returned
Exception:
The restocking fee may be waived if the item arrived damaged or defective. Each case is assessed individually.
Return Address
Returns must only be sent to the address provided by our customer service team after approval.
Returns sent to any other address cannot be processed.
How to Request a Return
To initiate a return, please email info@ela-newyork.com with the following details:
- Order number
- Item(s) you wish to return
- Reason for return
- Clear photos (required for damaged or incorrect items)
- Full name and shipping address
You will receive further instructions within 24 business hours (Monday–Friday).
Order Cancellations
Orders may be cancelled within 30 minutes of purchase.
Once an order has entered processing, cancellation is no longer possible. After delivery, you may request a return in accordance with this policy.
Refunds
Once your return has been received and inspected:
- You will be notified of the outcome
- Approved refunds will be issued to the original payment method
Please allow up to 10 business days for the refund to be processed by your bank or payment provider.
- The 15% restocking fee, if applicable, will be deducted
- Original shipping costs are non-refundable
- Optional insured shipping selected at checkout is non-refundable
Discount Adjustments on Returns
If your order included a promotional offer (such as bundle discounts or “buy more, save more” deals) and you return part of your order:
- Discounts will be recalculated based on the items you keep
- If the promotion conditions are no longer met, the discount will be removed
Refunds are always based on the final adjusted order value after returns.
Return shipping costs remain the customer’s responsibility, and a 15% restocking fee may apply.
Store Credit
In certain situations, store credit may be offered at our discretion.
- Store credit is non-refundable
- It can only be issued once per order
Failed Delivery or Incorrect Address
If an order is returned due to an incorrect or incomplete address provided at checkout:
- We may offer redelivery once the parcel is returned and the correct address is confirmed, or
- Provide store credit as a gesture of goodwill, depending on the condition of the returned items
If returned items are not in their original condition, a reduction in value may be applied.
Policy Updates
ElaNewYork reserves the right to modify or update this policy at any time.
Changes take effect immediately upon publication on our website.
Contact Information
Shop Name: ElaNewYork
Company Name: ElaNewYork
Email: info@ela-newyork.com
Phone: +31 970 10266119
Business Address:
Weg en Bos 21
2661 DG Bergschenhoek
Netherlands
Our support team is available Monday to Friday, 9:00 AM – 5:00 PM and typically responds within 12–24 hours on business days.