Refund policy
The User may return the ordered product(s) within 8 (eight) days after receiving them, provided that:
a) The product(s) have not been used;
b) The product(s) maintain their original characteristics and have intact tags;
c) The product(s) are complete. All materials accompanying the order must be returned;
d) For shoes with a gold sole, if the customer wishes to exchange or return the product, the sole must not be scratched. We recommend trying the shoes on carpets. If the sole is scratched, the exchange or return will not be accepted.
a) The product(s) have not been used;
b) The product(s) maintain their original characteristics and have intact tags;
c) The product(s) are complete. All materials accompanying the order must be returned;
d) For shoes with a gold sole, if the customer wishes to exchange or return the product, the sole must not be scratched. We recommend trying the shoes on carpets. If the sole is scratched, the exchange or return will not be accepted.
The customer must request the return via email at store@elisabethmoments.com, specifying the item(s) they wish to return and the order number.
The cost of the return is the customer’s responsibility. Please note that if the return is made for reasons other than a justified defect or non-compliance of the ordered products, Elisabeth Moments will not refund the shipping costs. Thus, Elisabeth Moments will not reimburse the initial shipping costs paid by the customer for the order or any customs fees.
Once the returned product is received, Elisabeth Moments will inspect and confirm its condition. If applicable, a refund will be processed within 15 (fifteen) days, with no additional charges for the user.
For exchanges, the refund may be issued via a voucher equivalent to the value of the returned item(s). Please note that any future returns of products purchased with a voucher will always be refunded through a voucher. Vouchers are non-refundable and are valid for 12 months.
If you wish to return one or more items, you may request a refund to the original payment method.
If the returned items are damaged or show signs of use, Elisabeth Moments reserves the right not to accept the return and to refuse the refund.
In cases of defect or non-compliance of the ordered products, Elisabeth Moments will arrange for the collection of the item(s) from an address of the user’s choice. Please note that collections are only accepted from the original country of shipment, excluding island