Return and Refund Policy
About Elysa Studio
Elysa Studio is an online women's fashion store. We aim to make every return, refund, and exchange as simple and transparent as possible.
Overview of Key Terms
- Returns are accepted within 30 days from the delivery date
- No restocking fees apply
- Refunds are issued to the original payment method within 7 days of approval
- Return shipping costs are the responsibility of the customer. If an item is damaged, defective, or incorrect, return shipping costs are covered by Elysa Studio
- Product exchanges are available
This policy is subject to our Terms of Service.
Return Eligibility, Conditions, and Process
Items may be returned within 30 days from the delivery date. Returned items must be unused, unworn, unwashed, in their original packaging, and accompanied by all original tags.
Return requests submitted after the 30-day return period cannot be accepted.
All return requests must be submitted and approved in advance. Items sent back without prior authorization will not be processed.
Items returned outside of these conditions, including refused deliveries or returns sent without approval, will be rejected and returned to the sender at the sender's expense, and no refund will be issued.
How to Start a Return
- Step 1 - Request a Return: Email support@elysastudio.com to request a return authorization, and include your order number and the reason for your return in your message.
- Step 2 - Receive Instructions: Once your request is reviewed, our team will provide the correct return address and packaging guidelines. As a global online store, we do not operate a local returns warehouse. Approved returns are handled through our returns centre in Asia, and the return address provided will reflect this.
- Step 3 - Prepare the Item: Please ensure the item meets the return conditions stated above and package it securely before shipping.
- Step 4 - Ship the Item: Send the return using a tracked shipping service. Return shipping costs are the responsibility of the customer. If an item is damaged, defective, or incorrect, return shipping costs are covered by Elysa Studio.
Once the item has been received and inspected, confirmation will be sent and the next step will be completed based on your request, either a refund or an exchange.
Refunds
Once returned items are received and inspected, we will notify you of the approval or rejection of your refund. If approved, refunds are issued to the original payment method within 7 days of approval. Processing times can vary depending on your payment provider.
Exchanges
You can request an exchange within 30 days from the delivery date by contacting support@elysastudio.com with details of the item you wish to exchange. Items eligible for exchange must be unused, unworn, unwashed, in their original packaging, and accompanied by all original tags. Our team will provide step-by-step instructions and assist you throughout the exchange process.
Order Cancellations
To request a cancellation, please contact us as soon as possible at support@elysastudio.com. The 2-hour window is our internal cancellation cut-off.
| When | Cancel? | Change details (size, colour, address)? | Refund |
|---|---|---|---|
| Within 2 hours of ordering | Yes, before it enters processing | Yes | Full refund, no return needed |
| After 2 hours (in processing, not yet shipped) | No | Yes, this resets the processing time | Return under our 30-day return |
| After it has shipped | No | No | Return under our 30-day return (customer pays return shipping) |
After 2 hours your order has entered processing and can no longer be cancelled this way. You can still get a full refund by returning the item under our 30-day return once it arrives.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us immediately at support@elysastudio.com and include:
- Your order number
- A description of the issue
- Photos of the item and the packaging
After verification, a free replacement will be issued.
Return Shipping, Customs & Duties
For returns due to change of mind or exchange, you are responsible for:
- All return shipping costs
- Choosing a courier that supports full international customs clearance
- Paying any customs duties, taxes, or handling fees that arise on the return
- Providing complete and accurate customs documentation
We are not responsible for return parcels that are delayed, held, rejected, or lost due to customs issues, incomplete documentation, or an unsuitable shipping method. These responsibilities do not apply to items that are damaged, defective, or incorrect.
Customs Delays and Held Parcels
When you send a return, you are the sender and importer of record for that shipment, and the shipping label and carrier are chosen and paid for by you. If your return is delayed or held at customs, resolving it is your responsibility. Please contact your chosen courier directly (for example DHL, USPS, Australia Post, or any other logistics provider you used) and, if required, the destination customs authority, to release the parcel and settle any fees or paperwork they request. Any such fees are usually small and are settled directly with your carrier or the relevant customs office. We have no visibility into or control over third-party carriers or customs authorities and cannot intervene, release parcels, or pay customs charges on your behalf.
How Discounts Are Applied to Returns
If your order included a promotional or multi-buy discount (for example a buy-more-save-more offer, where buying more items unlocks a higher discount) and you return part of your order, your refund is recalculated. The discount applies only to the items you keep, and only if those items still meet the conditions of the promotion. If, after your return, your remaining items no longer qualify for the discount you received, the discount is removed and the items you keep are charged at their full original price. Your refund is the amount you paid, minus the full (non-discounted) price of the items you keep. Example: you order 3 items at $33.33 each ($100 total) and receive a 15% multi-buy discount, paying $85. You then return 2 items and keep 1. Because a single item no longer qualifies for the multi-buy discount, the item you keep is charged at its full price of $33.33, so your refund is $85 - $33.33 = $51.67.
Store Credit
In some cases, and at our discretion, we may offer store credit instead of a refund to your original payment method. Store credit is non-refundable, cannot be exchanged for cash, and can only be issued once per order. Any remaining balance stays on your account for future purchases.
Failed or Refused Deliveries
If a delivery attempt fails, or a parcel is refused or unclaimed and returned to us, our team will contact you to arrange redelivery where possible. If redelivery is not possible, we may issue store credit for the returned item. Where an item shows signs of use or is not in its original condition, a reduction in value may be applied before any credit is issued.
Your Consumer Rights
Nothing in this policy limits the rights available to consumers under applicable federal or state consumer protection law.
Need Assistance?
If you have any questions about returns, refunds, or exchanges, our team is here to help.
Store name: Elysa Studio
Website: elysastudio.com
Email: support@elysastudio.com
Contact form: Contact Page
Hours of operation:
Monday to Friday | 9:00 AM - 9:00 PM (ET)
We aim to respond as soon as possible during business hours.