Customer Care

Refund & Returns Policy

Last updated · 2026-05-27

At ELQUEEN we stand behind every piece in the maison. If something isn’t right, we make it right. This Refund & Returns Policy explains how returns and refunds work for purchases shipped to the United States and most international destinations.

1. 7-Day Money-Back Guarantee

You may request a refund for any eligible item within 7 calendar days from the date your order is delivered. To start a return, email [email protected] from the address used to place the order, with your order ID (e.g. ELQ-YYYYMMDD-XXXXXX) and a brief reason.

2. Eligibility

To qualify for a refund, items must be:

  • Unworn, unwashed, and free of perfume, makeup, or deodorant marks.
  • In original condition with all tags attached and original packaging.
  • Returned within 7 days of delivery (we go by the carrier’s scan date).

The following are final sale and cannot be returned:

  • Items marked “Final Sale” on the product page.
  • Items damaged through wear, alteration, or improper care.
  • Gift cards.

3. How to Return

  1. Email [email protected]with your order ID. We’ll reply within 1 business day with a prepaid return label (US customers) or return instructions (international).
  2. Pack the item in its original packaging, attach the prepaid label, and drop off at any authorized carrier location.
  3. Once we receive and inspect the return, we’ll issue your refund to the original PayPal account or card used at checkout within 3–10 business days. Your bank may take an additional 1–3 business days to display the credit.

4. Damaged or Incorrect Items

If your item arrives damaged or you received the wrong product, contact us within 72 hours of delivery at [email protected]with photos. We’ll cover the return shipping and send a replacement or full refund, your choice.

5. Exchanges

We process exchanges as a return + new order so you receive your new size or color faster. Email us and we’ll walk you through it.

6. Shipping Costs

We ship for free worldwide. Original shipping is not charged, so it is not refunded. US customers receive a prepaid return label at no additional cost. International customers are responsible for return shipping unless the item arrived damaged or incorrect.

7. Refund Method

Refunds are always issued to the original payment method (PayPal account or the card linked to it). We do not issue cash, check, or store-credit refunds for return requests covered by this policy.

8. Cancelling an Order

Orders can be cancelled at no charge until they ship — usually within 24 hours of being placed. Email [email protected] as soon as possible. Once an order has shipped, please follow the return process above.

9. State-Specific Rights

Nothing in this policy limits any rights you may have under the laws of your state of residence (including consumer-protection rights granted by California, New York, Massachusetts, and other states). This policy applies in addition to those rights.

10. Contact

Questions or refund requests: [email protected]. We answer every email within 1 business day, Monday–Friday.