OUR RETURN POLICY AND PROCESS

Quickly and easily return your item(s) through our Returns Portal! Only US customers
will be able to purchase a return shipping label but the returns portal is open to all customers.

Last Updated: June 28, 2024

1. Claims for Defective, Damaged, or Lost Items

1.1. Claim Period: The customer must notify any claim related to misprinted, damaged, or defective items within thirty (30) calendar days from the date of receipt of the product.

1.2. Lost Packages: Claims for packages lost during transit must be submitted within a maximum period of thirty (30) calendar days from the estimated delivery date.

1.3. Company Responsibility: Elegant Group Collections will assume full responsibility for claims deemed attributable to errors on our part, including the costs of reshipping and replacing defective products.

1.4. Procedure for Reporting Issues: The customer must report any issues related to the received products or any other order-related matter via email at returns@elegant-collections.com, clearly detailing the problem and attaching photographic evidence if necessary.

2. Returns and Donations

2.1. Unclaimed Returns: Returns unclaimed by the customer within a period of thirty (30) calendar days will be donated to a charity selected by Elegant Group Collections.

2.2. Incorrect Address: If the customer provides an address deemed insufficient by the courier service, the shipment will be returned to our facilities. The customer will be responsible for the costs associated with reshipping once a correct and updated address is confirmed.

2.3. Unclaimed Shipments: Shipments that are not claimed by the customer will be returned to our facilities. In this case, the customer will assume the cost of a new shipment if they decide to claim the products later.

2.4. Orders Without an Account: If the customer has not registered an account on elegant-collections.com or provided a valid billing method, they agree that any order returned due to an incorrect shipping address or failure to claim the shipment will not be available for reshipping and will be donated to a charity at their cost, without any refund being issued by Elegant Group Collections.

3. Products Not Eligible for Return

3.1. Sealed Products: Elegant Group Collections will not accept returns of sealed products, such as masks, that are not suitable for return for health or hygiene reasons. Orders returned with these products will not be reshipped and will be disposed of according to current sanitary regulations.

3.2. Personalized Products: Returns of goods made according to the consumer's specifications or clearly personalized will not be accepted, in accordance with applicable legal provisions.

4. Customer-Initiated Returns

4.1. Return Process: All customers must contact Elegant Group Collections via email at returns@elegant-collections.com before proceeding with the return of any product, providing all relevant information for the evaluation of the request.

4.2. Purchases in Brazil: Customers residing in Brazil who wish to withdraw from a purchase must contact our Customer Service within seven (7) consecutive days from receipt of the item and provide a photograph of the item. The withdrawal request will be evaluated to verify if the product has been used or damaged, even partially. If it is determined that the product has been used or damaged, a refund will not be processed.

4.3. Purchases in the EU: In accordance with Article 16, letters c) and e), of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal will not apply in the following cases:

4.3.1. The supply of goods made to the consumer's specifications or clearly personalized.

4.3.2. Sealed goods that were unsealed after delivery and are therefore not suitable for return for health protection or hygiene reasons.

5. Store Credit

5.1. Refund Method: Accepted returns will be refunded via store credit in the form of an Elegant Group Collections gift card.

5.2. Return Processing: Returns will be processed within five (5) to seven (7) business days from the receipt of the returned items at our facilities.

5.3. Separate Packaging: The customer must ensure that each order is packaged separately. If multiple orders are returned in a single package, the return processing will require additional time. Credit will not be given for ineligible items returned.

6. Language and Governing Law

6.1. This policy will be governed and interpreted in accordance with the English language, notwithstanding any translation that may have been made for any purpose.

7. Compliance Responsibility

7.1. Policy Compliance: The customer agrees to comply with all the provisions set forth in this return policy.

7.2. Disclaimer of Liability: In the event of non-compliance by the customer with any of the conditions and procedures established in this policy, Elegant Group Collections will not be responsible for any resulting loss, cost, or damage, including but not limited to, the non-acceptance of the return, the loss of products, or the non-issuance of refunds.

For additional information on returns, please refer to our Frequently Asked Questions.

Can I exchange items?

We do not offer exchanges but we welcome you to return your item(s) by mail in accordance with our Return Policy by using our online returns portal and repurchasing any available item(s) on our site.

What is the Store Returns Policy?

We do not provide cash refunds. We will accept exchanges within 30 days of the original purchase date with a valid receipt and all tags attached. We will accept returns for store credit only within 30 days of the original purchase date with a valid receipt and all tags attached. The following items are considered "Final Sale" and cannot be exchanged in-store:

  • Bodysuits
  • Swimwear
  • Undergarments
  • Accessories
  • Shoes
  • Swim & Lingerie
  • Sale Items

What items are final sale?

All items ending in $.48 and $.98, bodysuits, swimwear, undergarments, accessories, custom products, and "Party Wear" (such as Halloween costumes) are considered final sale, non-returnable, and cannot be returned for store credit.

Should I know anything else about the Online Return Policy?

Items must be unworn, unwashed, have original tags attached, and be returned in their original packaging.

We are not liable for any return packages that may become lost or stolen in transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.

All returns must include an order packing slip or return invoice from the Online Return Portal that clearly indicates which items are being returned. If this is not filled out correctly, your return may experience issues in processing.

Damaged, defective, or incorrect items must be reported within 14 days of delivery.

Return drop-offs are not accepted at our Distribution Center (DC) or corporate office.

We reserve the right to delay a refund until items are actually received based on credible concerns surrounding potential fraud.

What about returning online orders in-store?

We do not provide cash refunds. Upon returning the item, you will receive credit in the form of a gift card that can be used online. All items returned must be in original condition (including all paperwork, packaging, and accessories) with tags still attached. All items must be unworn, unaltered, and unwashed. Items considered "Final Sale" cannot be returned or exchanged. We will accept exchanges within 30 days of the original purchase date with a valid receipt and all tags attached. The following items are not eligible for an in-store return:

  • Bodysuits
  • Swimwear
  • Undergarments
  • Accessories
  • Shoes
  • Swim & Lingerie
  • NovaKids
  • Sale Items

If you received items ordered online that were received damaged, defective, or incorrect, you will need to contact customer service at returns@elegant-collections.com in order to receive a full refund to your original payment method.

Reserved Rights Regarding Returns

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

  • An irregular or excessive returns history indicative of "wardrobing;"
  • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
  • Potential fraudulent or criminal activity.

Similarly, we reserve the right to refuse service to any customer or entity due to similar actions as noted above. Non-Elegant Group Collections items sent to our Distribution Center will be donated without receipt.