Returns & Exchanges

You have 14 calendar days from receipt of the order to request a change or return.

In these 14 days you must contact us to open your request, if after 5 days since someone from the team approved your request and you did not answer to close a collection date, the return or exchange will be rejected, thus losing the possibility of return it again in the event that the 14 calendar days that legally correspond to it have passed.

Returns or changes are not allowed for:

  • Garments different from their original state (without tags, used or in poor condition)
  • Footwear with scratched, stained, worn or used soles. In broken boxes or different from its original state
  • Costume jewellery, gloves and hair accessories (headbands, hats, caps, scarves, etc.).
  • Outside the return period, you have 14 calendar days from receipt to request it.
  • Garments in our warehouses without prior authorization from the team
  • Return packages pending customs payment, shipping or cash on delivery method

To effectively carry out the right of withdrawal it will be necessary; that the product is in perfect condition, without signs of use, with the original packaging and proof of purchase.

DEFECTIVE PRODUCT:

If the cause of the return was that the returned item is defective or does not correspond to what was requested in the order, the company will bear the costs of the return and new shipment.

If there are no units of the requested product left, a discount voucher will be generated for the amount of the garment or we will refund the amount of the garment, as you prefer.

CHANGES in peninsula:

If the reason for the change is that you have not matched the size or color, the customer will bear the shipping costs of the size or color change.

Once we have received the package in our warehouses, in the event that there are stocks, we will proceed to send you the new garment. If there are no units of the requested product left, a discount voucher will be generated for the amount of the garment or we will refund the amount of the garment, as you prefer.

To request a change in size or color, fill out the form below.

In cases of orders outside of mainland Spain, changes are not allowed , it will be managed as a return.

CHANGES in the peninsula for another product:

If the customer wishes to make an exchange for another product , and you paid for the shipment when placing the order, the company will bear the return shipping costs and the customer will bear the shipping costs of the new garment, through the payment of the amount of €3.95. If, on the contrary, the shipping costs when placing the order were free, the customer will be responsible for the return shipping price and also the shipping costs of the new garment, by paying the amount of €7.00 "

In the event that there is a difference between the amount of the returned item and the item purchased in exchange, the customer must pay said difference and, if there is a surplus amount, it will be paid by means of a discount voucher without expiration.

To request an exchange for another garment, fill out the form below, indicating the reason "others".

In cases of orders outside of mainland Spain, changes are not allowed , it will be managed as a return.

RETURNS:

If the reason for the return is that the entire order does not satisfy you , the customer will bear the shipping costs back to our facilities, ( in the case of returning all the products of the order ). It also applies to all orders outside of mainland Spain.

If, on the contrary, you only decide to return part of the order ( only applicable to mainland Spain ), and you paid for the shipping when placing the order, we will bear the shipping costs of the returns. If, on the contrary, the shipping costs when placing the order were free, the customer is responsible for the return shipping price of €3.95.

In the case of orders outside of mainland Spain, the customer will be responsible for the return shipping costs.

RETURN on coupon:

If you prefer, we will refund your money in the form of a DISCOUNT VOUCHER with the amount to be reimbursed. This COUPON does not have an expiration date, so you can use it when it suits you best, (it is not cumulative with other coupons).

REFUND of the amount:

You can also exercise your right of withdrawal and we will proceed to refund the amount of your return (except the initial shipping costs) through the payment method selected when you placed your order.

Because refunds are made through the payment platform, once the refund is issued and we notify you, the customer will receive the refund within 10 business days .

If you have any questions about it you can write to our email: info@elvestidordecandela.com

Please, to proceed with your request and send a collection with our carrier , fill in all the fields of this form and briefly explain the reason for your return:

We will answer you as soon as possible,

thank you!