Refund Policies

What May Qualify

Depending on the circumstances and supporting evidence, an order may qualify for a refund, replacement, resend or approved return when:

• The order has exceeded the applicable maximum delivery period.
• The package has not been received and tracking does not show a confirmed delivery.
• The product arrives severely damaged or unusable.
• The item received is different from the item ordered.
• An important item, component or quantity is missing.
• The order is cancelled before it enters processing or shipment.

Delayed Orders

Delivery times can be affected by the destination, shipping route, customs processing, carrier delays and local delivery conditions. Delayed orders may become eligible for review after the following periods, calculated from the shipment departure date:

Before submitting a delayed-order dispute, please contact your local post office or carrier. Some orders are held because of missed pickup, incomplete addresses, local taxes, delivery attempts or collection requirements.

Orders Not Received

Tracking shows delivered

When the official tracking record shows that the package was delivered to the address provided at checkout, Elyvnoir normally cannot provide a refund or resend.

Please check with household members, neighbors, reception areas, building management, safe delivery locations and your local carrier before submitting a claim.

Tracking does not show delivered

When the package has not been received and tracking does not confirm delivery, we may require a written non-delivery certificate or confirmation from the local post office or carrier.

• The document must clearly identify the tracking number.
• It should confirm that the parcel was not delivered or cannot be located.
• Additional tracking screenshots or carrier communication may be requested.

Damaged Products

Contact us promptly when an item arrives damaged. Do not use, wash, alter, repair or dispose of the product before your claim is reviewed.

• Severe damage: A full refund or replacement may be offered when the item is unusable or substantially damaged.
• Minor damage: A partial refund, store credit or another reasonable solution may be offered for small scratches, marks or cosmetic defects.
• Packaging damage: Damage to the external packaging alone does not normally qualify when the product inside remains usable and undamaged.
• Electronics: Claims involving electronic products must be submitted within 30 days of delivery unless a shorter product-specific deadline is stated.

Incorrect or Missing Products

• Incorrect product: A full refund, replacement or approved resend may be offered when the item received is materially different from the item ordered.
• Missing product: A refund or resend may be offered when an entire paid item is missing from the package.
• Missing non-critical component: A partial refund or replacement component may be offered when the main product remains usable.
• Incorrect size received: Provide a clear photo of the product label and a photo showing the item measured with a measuring tape.
• Incorrect color received: Provide clear photos in natural lighting, including the product label and packaging.

Minor differences in color, texture, print placement or appearance caused by lighting, display settings, manufacturing variation or photography do not necessarily qualify as an incorrect product.

Order Cancellations

• A full refund may be issued when the order is cancelled before processing or shipment begins.
• Cancellation cannot be guaranteed after fulfillment, processing, packaging or shipment has started.
• Customized, personalized or made-to-order products cannot normally be cancelled once production has started.
• Pre-order products cannot normally be cancelled after payment when the supplier has already confirmed or prepared the order.

Contact support@elyvnoir.com immediately after ordering when you need to request a cancellation.

How to Submit a Dispute

Submit your claim through our official customer support channel and include complete and accurate evidence.

• Your full name and order number.
• A clear explanation of the issue and the resolution requested.
• Clear photos or videos showing the problem.
• Photos of the entire product, packaging and shipping label.
• Screenshots of carrier or customer-service communication showing names, dates and message content.
• A non-delivery certificate when required.
• Photos showing product measurements when the dispute concerns size.
• Return tracking information when an approved return is requested.

Dispute Deadlines

Unless another deadline is specifically stated, disputes must be submitted within 7 days of:

• The recorded delivery date; or
• The applicable expected delivery deadline when the order has not arrived.

Claims submitted after the applicable deadline may be rejected, especially when the delay prevents us from verifying the issue with the supplier, warehouse or shipping carrier.

No dispute can normally be opened after an order has been finalized and marked as closed, except where required by applicable law.

Return Conditions

A product may only be returned after written approval from Elyvnoir. Do not send products to the address shown on the original package unless we specifically confirm that address.

• Return authorization must be obtained before shipment.
• Approved returns must normally be shipped within 30 days of receipt.
• Items must be unused, unworn, unwashed and unaltered.
• Original tags, accessories and packaging must be included.
• Items must be returned to the designated warehouse provided by customer support.
• A trackable shipping method should be used.
• Return shipping costs may be the customer’s responsibility unless the item is confirmed as defective or incorrect.

Claims That Are Not Accepted

Refunds, resends or returns are not normally provided for:

• Change of mind after the order has entered processing or shipment.
• A product ordered in the wrong size, color, quantity or style by the customer.
• An incorrect or incomplete delivery address supplied by the customer.
• A product that appears slightly different because of lighting, photography, display settings or normal manufacturing variation.
• Minor odors caused by packaging, manufacturing or international shipment when the product is otherwise usable.
• External packaging damage when the product itself is undamaged.
• Delays caused by customs inspection, unpaid duties, local taxes or failure to collect the package.
• Tracking information that is no longer available because it was deleted or expired after an unreasonable delay in reporting.
• Products that have been worn, washed, altered, repaired, damaged or used after delivery.
• Claims without sufficient evidence.
• Buyer’s remorse or a product no longer being wanted.

Shipping and Destination Restrictions

Non-trackable shipping

Disputes may not be accepted for shipping methods that do not provide complete tracking or confirmed delivery information.

Restricted shipping lines

Claims may be limited or unavailable for certain low-cost, economy or partially tracked shipping methods, including:

• PostNL
• Electric PostNL
• CJPacket EUB
• CJPacket Postal Route
• CJPacket Railway Economy

Restricted destinations

Disputes may be unavailable or limited for destinations with known delivery limitations, unreliable tracking, severe customs restrictions, sanctions, conflict, remote-area limitations or a high rate of unsuccessful delivery.

Any applicable limitation may be communicated before checkout, during order processing or when a dispute is reviewed.

Events Outside Our Control

Elyvnoir is not responsible for delays, loss of service or inability to fulfill obligations caused by events outside our reasonable control, including:

• Natural disasters or extreme weather
• Epidemics, pandemics or public-health restrictions
• War, civil unrest, terrorism or political instability
• Customs inspections, closures or government restrictions
• Carrier strikes, port closures or transportation interruptions
• Power, communications or technology failures

We will make reasonable efforts to communicate significant delays and assist customers where practical.

Service-Based Products

Services such as custom packaging, photography, design, sourcing, inspection or other completed service work are non-refundable after the service has been fulfilled.

Dissatisfaction based only on personal preference does not qualify for a refund after the approved service has been completed.

A complaint about service quality may be reviewed when supported by clear evidence and submitted within the applicable dispute period. Elyvnoir or the relevant provider may require an inspection before determining whether any remedy is appropriate.

Approved Refunds and Resends

When a refund is approved, it will normally be sent to the original payment method. Processing time may vary depending on your bank, payment provider and country.

• Original shipping fees may be non-refundable unless the entire order is confirmed as lost, incorrect or severely damaged.
• Discounts and promotional credits are not redeemable for cash.
• A refund cannot exceed the amount paid for the affected product.
• Resent products may use a different available shipping method.
• Only one approved resolution may be provided for the same issue.

When a replacement or resend is accepted, the customer may be asked to confirm the delivery address before shipment.

Fraudulent or Abusive Claims

Elyvnoir may reject claims, restrict purchasing privileges or suspend accounts where there is reasonable evidence of:

• False or altered evidence
• Repeated dishonest claims
• Payment chargeback abuse
• Returning a different item
• Intentional damage to a product
• Threats, harassment or abusive conduct
• Using multiple accounts to avoid policy restrictions

We may provide relevant transaction records to payment providers, carriers, platforms or authorities when investigating suspected fraud or responding to a chargeback.

Need Help With an Order?

When you are unsure whether your order qualifies for a refund, resend, replacement or return, contact Elyvnoir before taking further action.

• Store: Elyvnoir
• Email: support@elyvnoir.com
• Recommended subject: Order Dispute – Your Order Number

Include your order number and supporting evidence in your first message to help us review your request more quickly.