Returns & Refunds Policy

Last updated: June 2026

At Elise-Ever Vancouver, we do everything we can to keep our customers happy. Still, there may be a time when you wish to return a product. Below we explain our returns policy clearly. We are always happy to think along with you — if in doubt, please contact us first at info@elise-ever.com.

1. How We Work

Elise-Ever Vancouver operates on a direct-from-supplier model. To reduce waste and lower our CO₂ footprint, we do not hold large amounts of our own stock: items that are not held locally are shipped directly from our supplier, based in China. This means that returns also need to be sent to our supplier's return address in China.

2. Your Right to Return (14 Days)

  • You can register a return within 14 days of receiving your item, by emailing info@elise-ever.com.
  • A return can only be registered after you have physically received the item.
  • When registering, always include your order number.
  • As a consumer you may use your 14-day right of withdrawal without having to give a reason. For all other requests (for example a quality complaint), please describe the issue so we can help you faster.
  • Once your return is approved, we will send you the supplier's return address.

3. Condition of Returned Items

  • Items must be unused, unwashed, undamaged and in original condition, with all tags and labels still attached.
  • You may try an item on (as you would in a store), but not wear it. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to check the item.
  • For hygiene reasons, certain items (such as underwear, swimwear and pierced jewellery) can only be returned if they are unopened and unused in their sealed packaging.
  • Items clearly marked as Final Sale may be excluded from return where this is legally permitted.

4. Return Costs & Process

  • Return shipping is at the customer's expense, including international shipping and any customs charges. (This is stated here and at checkout so you are informed before you buy.)
  • The item must be returned to our supplier's return address in China, which we provide after approval.
  • The customer is responsible for shipping, costs and tracking the return.
  • We strongly advise using a shipping method with track & trace. Without proof of shipment, we are unable to process a return.

5. Hassle-Free Alternative (Recommended)

Because international returns can be expensive and time-consuming, we are always happy to look at a fair middle-ground solution with you first — for example a partial refund or a discount so you can keep the item. We agree this together by email.

Before sending anything back, please contact us at info@elise-ever.com — in most cases we can solve it faster and cheaper for everyone.

6. Faulty, Wrong or Damaged Items

If something is wrong with your order — the wrong item, a defect, or shipping damage — please email us within 14 days of receipt with clear photos and a description of the problem. Photos and a description help us resolve your case as fast as possible.

If an item is confirmed faulty, incorrect or damaged on arrival, we will cover the cost of a replacement, repair or refund — you will not be out of pocket for our mistake. This does not affect your statutory rights regarding faulty goods.

7. Refunds

  • Once your returned item is received and approved (or once you provide valid proof of return shipment), we will issue your refund within 14 days, via the original payment method.
  • We refund the product price plus the standard delivery cost of your original order.
  • If you chose an upgraded or express shipping option, the extra cost above standard delivery is not refunded.

8. Order Changes & Cancellations

  • Once an order has been placed and is already in processing, we may no longer be able to change or cancel it before it ships.
  • Your 14-day right of withdrawal still applies after the item is delivered (see section 2).

9. Before Opening a Dispute or Chargeback

If you have a question or a problem with your order, please contact us first at info@elise-ever.com. We genuinely want to make it right, and we can almost always resolve things directly and faster than a bank dispute. Opening a chargeback before reaching out — and before the item has actually arrived — only slows the resolution down for everyone.

10. Liability

  • We are not responsible for lost packages when tracking shows the item was delivered to the address provided by the customer.
  • An incorrectly entered address is the customer's responsibility.
  • Any address errors must be reported within 24 hours of ordering via info@elise-ever.com.

11. Contact

Questions about a return? Email us any time at info@elise-ever.com and our team will be glad to help.