Refunds & Returns

WHERE CAN WE REACH YOU?

💌 Email: support@elviem.com

📞 Phone: +1480 914 1950

To expedite the process, thru phone and email, please make sure to clearly state your order number, your issue/concern, your email (and first and last name) when you made the purchase. We will get back to you within 24 hours.

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We have a 30 day refund / return policy, which means you have 30 days after receiving your item to request a return / refund.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused and, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please note the customer shall bear the shipping costs of the product to the warehouses unless the product is damaged.

To start a return, you can contact us at support@elviem.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Unfortunately, we cannot accept returns or refund requests on orders with incorrectly inputted addresses. Customers bear responsibility of inputting their intended address with accuracy.

Exceptions / non-returnable items 


Certain types of items cannot be returned, like perishable goods (such as flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). 

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I RECEIVED A DAMAGED ITEM. WHAT SHALL I DO?


If the purchased product is damaged, reach out to us thru email within 3 days after the delivery date. Please provide a brief description and video/picture of the damaged product. We will immediately issue a replacement. To expedite the process, please make sure to follow this format when emailing our Customer Support team:

Subject line: Damaged or Defective product

Order No.:
Full name:
Description and photo or preferably a video of the defective product
Contact email address:

 

 

MY PRODUCT WAS LOST IN TRANSIT, OR WAS STOLEN.

If you purchase Shipping Insurance and your product was lost in transit, we will re-ship the item free of charge.

 

If you didn't purchase Shipping Insurance:


We advise you to reach out to your post, local carrier and state what has happened. We cannot guarantee a full refund or replacement for the lost or stolen items.

Exchanges

 

We cannot offer exchanges at the present time.

HOW DO I SHIP BACK THE ITEMS?


For instructions on how to ship the returned products, refer to the email received after placing the return request. *Note: Customers are responsible for shipping their returns back, we do not provide return labels. Please also do not return the product without prior consultation with our team.

 

Refunds

 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 4-5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

 

WE RESERVE THE RIGHT TO MODIFY THIS RETURN POLICY AT ANY TIME.
Thank you for choosing Elviem™. We appreciate your business and look forward to helping you manage your pain and improve your quality of life.