Shipping & Returns

RETURNS ON NON-SALE ITEMS

Elu will exchange or refund the cost of non-sale items received back to Elu within 7 days of your receiving the goods. All goods must be unworn and in perfect condition with tags attached. 

Please contact Elu customer service at customerservice@elubycn.com to request return authorization. 

If an exchange is requested we will try our hardest to fill the request. If a requested style is unavailable, the amount will be returned to your card or converted to a store credit at your option as long as you comply with the return policy.

When returning a purchase that was made with both a store credit and a new charge, the store credit will first be applied to any exchanges (or returned to the customers store credit account), and then remaining balance refunded to your card. We cannot promise that we can hold items for exchange but we will try to accommodate these requests.

All goods must be returned to the location from which they were shipped; a return label will be provided in each shipment. We use FedEx for shipping our goods and you will be responsible for providing the return packages to FedEx. All refunds will be issued either via the website or in person if the customer returns the item to our store location. 

Your account will be credited, less any shipping costs, within 5 days of return receipt. You will be emailed a return confirmation at that time. In the case goods are not available for exchange, your card will be refunded. All refunds will be issued in the same form as original payment.

Clients are not responsible for return shipping charges. If there was a mistake on the part of Elu, or in the case an item was faulty or damaged, client will be reimbursed for both delivery and return shipping charges.

Please note that we do not accept liability for shipping loss or damage of returned goods. A signature is required on all packages that are shipped by Elu.  

RETURNS ON SALE ITEMS

Sale items are not returnable as all “sale” items are final sale only. 

RETURNS ON JEWELRY

All jewelry sales are FINAL. Exchange or store credit may be discussed by contacting customer service and if the item(s) are returned promptly. Special orders are NOT returnable.

 

ORDER CHANGES AND CANCELLATION

In most cases Elu is not able to alter or cancel orders once they have been placed and especially if they have been shipped. Call 866-932-0120 if you would like to request a change to an order so that we may try to accommodate you. Refused packages are subject to a restocking fee. 

SALE PRICE ADJUSTMENT POLICY

Elu offers a sale price adjustment on items purchased up to 7 days prior to the commencement date of a sale. Adjustments must be claimed within 7 days of sale start date. Sale price adjustments will be credited to your Elu account in the form of a store credit. Please be aware that the exact style and size of the item you purchased must be available for purchase “on sale” when the request is made. We are unable to offer price adjustments on items originally purchased “on sale” or on any special promotion items that are temporarily reduced in price.

 

SHIPPING INFORMATION

Elu  uses FedEx for domestic delivery. Upon checkout you will be shown the shipping charges for your approval.

All shipments are insured for the value of the merchandise and require signature. For orders placed before 12pm PST during weekdays we will attempt to ship the goods the same day if possible. No goods will be shipped on the weekends. Please note that your order will only be shipped once payment and delivery details have been approved. Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by address or payment verification. Make sure to double check your billing and shipping address when placing an order. Elu is unable to reroute packages. 

TRACKING YOUR ORDER

Upon the completion of your order, you will receive an email confirmation outlining the details of your order. This message will include a link that will direct you to updated tracking information.