Refund/Exchange Policy
Returns
Our return/exchange policy lasts for 30 days after you receive your order. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange unless their is an issue such as damage during delivery or product quality issues.
To be eligible for a return, your item must be unused and in the same condition that you received it. Note that elwshop.com gift cards are not eligible to be returned or refunded.
To start a return, please contact us help@elwshop.com, online chat, or calling 917-737-2292. Phones are only answered during normal business hours between 10am to 5pm PST, Monday to Friday and excluding US Holidays.
Returns can take 1-4 weeks to finalize depending on the type of return.
- Refund are processed 5 business days after receiving order back to our warehouse.
- Exchanges can take 1-4 weeks depending on how long it takes for the original order to be returned and exchanged item to be sent. Any delays caused by shipping carrier are beyond our control and can delay the exchange process longer then 1-4 weeks.
There are certain situations where only partial refunds or exchanges are granted (if applicable). We will not be able to provide a partial refund or exchange if the product has been used or returned after 30 days.
- Product quality issue.
- Damage during shipping.
- Product has been used.
Refunds (if applicable)
After the return has been started and confirmed by our customer service team, then we will provide details on the return process and estimated handling time.
Returns are usually processed in 5 business days after receiving the item back to our warehouse. Note that any delays caused by the shipping carrier to return the item back to us is beyond our control and may cause additional delays to process the return by our team.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item to confirm details and refund process timing. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-5 business days depending on processing time of your credit card company or bank account.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your credit card or bank account statements first. Then contact your credit card company or bank, to better understand when they post the credit back to your account. It may take some time before your refund is officially posted by your credit card company. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at help@elwshop.com to help resolve the issue.
Sale items (if applicable)
All sales items on final sale unless damaged during shipping, lost, or product quality issue. We are not able to refund sale items unless they are damaged or lost by shipping carrier. Only regular priced items may be refunded or exchanged.
Exchanges (if applicable)
If you need to exchange it for the same item, send us an email at help@elwshop.com to process your exchange. Exchanges can take 5 business day to process plus additional time for shipping carrier to delivery. UPS or USPS exchange shipping can take 3-10 days depending on your location and carrier.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a elwshop.com gift credit for the value of your return. Once the returned item is received, a elwshop.com gift card will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should ship your order to: European Leather Works, 1029 Westminster Mall, Westminster, CA 92683.
You will be responsible for paying for your own shipping costs for returning your item unless our customer support team authorized with approval to send a prepaid return shipping label. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary based on type of shipping service used and carrier.
Our number goal is always to make our customers happy! If you have any issues or feel that our policy do not work for you, please contact us at help@elwshop.com.