At Elena Garcia, we want you to be fully satisfied with your purchase. Below is our comprehensive policy for returns, refunds, and exchanges, designed to ensure a straightforward and transparent process for all customers.
You may request a return within 30 days of the delivery date (the date your package is marked as “delivered” by the shipping carrier). After this 30-day window, returns will no longer be accepted or processed.
To be eligible for a return, items must meet the following criteria:
- Unworn, unwashed, and free from any signs of use
- All original tags, packaging, and accessories are intact
- Items are not labeled as “Final Sale” or “Non-Returnable” on the product page. These items are exempt from returns and refunds unless required by mandatory local laws.
Important Pre-Return Notice: Do not ship items back to us without prior authorization. Please contact our customer service team at
[email protected] to initiate your return request and receive detailed instructions. Unauthorized returns may be rejected or sent back to you at your expense.
Once your returned package is received at our warehouse, our team will inspect the item to verify compliance with our return criteria. You will receive an email notification within 2–3 business days to confirm the outcome of the inspection.
- If your return is approved, a refund will be issued to the original payment method used for the order (e.g., credit card, debit card) within 5–10 business days.
- Please note that your bank or card issuer may require additional processing time (typically 3–7 business days) to post the refund to your account. This timeline is beyond our control, and we appreciate your patience.
The refund will be equal to the item’s purchase price, subject to the following adjustments:
- Return shipping costs may be deducted if the return is due to a change of mind
- Original shipping fees are non-refundable, unless the return is a result of our error (e.g., defective item, incorrect product shipped)
Currently, we do not offer direct exchanges for size, color, or style substitutions. If you wish to receive a different item, please follow these two simple steps:
- Initiate a return: Submit a return request for the item you wish to send back, following the return process outlined above.
- Place a new order: Once your return request is confirmed, you may place a new order for your desired item directly through our website. This ensures you receive your preferred product as quickly as possible.
The party responsible for return shipping costs is determined by the reason for the return:
- Our Error (Defective Items/Incorrect Shipments): If you are returning an item because it is defective, damaged, or not the product you ordered, we will cover all return shipping costs. We will provide a prepaid return shipping label via email to streamline the process.
- Change of Mind: If you are returning an item due to personal preference (e.g., wrong size chosen, changed mind about the product), you will be responsible for all return shipping fees. Additionally, the original shipping cost for your order is non-refundable.
For orders shipped to Canada, the following rules apply to duties and taxes:
- We are unable to issue refunds for any import duties, taxes, or customs fees collected by the Canada Border Services Agency (CBSA) or the delivery carrier (e.g., Canada Post). These fees are assessed by local authorities and are non-refundable through our store.
- When processing a refund for a Canadian order:
- We will refund the item’s purchase price, minus any applicable return shipping costs (unless the return is due to our error).
- The original shipping fee will only be refunded if required by Canadian law and the return is a result of our mistake (e.g., defective item, incorrect shipment).
- Import duties, taxes, and customs fees paid upon delivery will not be included in the refund amount.
If you have any questions about our return policy, please contact our customer service team at
[email protected]—we’re here to help.
