Return Policy

Order Confirmation & Policy Agreement

By placing an order on the Eloïse Closet website, you confirm that you have read, understood, and accepted our Return & Refund Policy.

By completing your purchase, you acknowledge that:

  • You have reviewed and agreed to our return conditions and timeframes.

  • You will follow the return procedure as described below.

  • In the case of a chargeback or payment dispute, this policy, along with order confirmations and communication records, may be used as evidence.

Returns

If you are not fully satisfied with your purchase, you may return eligible items within 14 days of delivery, provided the conditions below are met.

Exceptions to Returns

  • Earrings and similar (piercing) jewelry can only be returned for hygiene reasons if the seal and/or packaging is unopened and the product has not been worn.
  • Custom-made or personalized jewelry is excluded from the right of withdrawal unless stated otherwise. If this applies, it will be clearly indicated in the product description.

Return Eligibility

To qualify for a return:

  • The item must be unused, unworn, and unwashed.

  • The product must be in its original packaging and original condition.

  • Only standard inspection and handling may have taken place.

  • Return shipping and handling costs are the responsibility of the customer.

Once we receive your return, it will be reviewed and processed within 7 business days.

Eloïse Closet reserves the right to refuse a return if the item shows signs of wear, damage, misuse, or alterations not caused by us.

How to Start a Return

To request a return, please follow these steps:

  1. Email us at info@eloisecloset.com within 14 days of delivery.

  2. Include the following information:

    • Order number

    • Reason for return

    • Photos of the item (required if damaged or defective)

    • Your full name and shipping address

  3. Wait for return approval and detailed instructions before shipping your item.

Please do not send products back without prior approval. Unauthorized returns may be declined.

We strongly recommend using a tracked shipping method and keeping your proof of shipment until your return has been completed.

Defective or Damaged Items

If your item arrives damaged or defective, please contact us as soon as possible after delivery at info@eloisecloset.com.

Please provide:

  • Your order number

  • A short description of the issue

  • Clear photos or a short video showing the defect

After review:

  • A replacement may be offered, depending on product availability and the nature of the issue.

  • In some cases, returning the defective item may not be required.

Approved replacements are typically processed within 7–14 business days.

Lost or Undelivered Packages

If your package appears to be lost during shipping:

  • Contact our support team with your order number and tracking information.

  • We will assist in opening an investigation with the courier.

  • If confirmed lost, a replacement or refund will be arranged.

If a package is refused, unclaimed, or returned due to an incorrect shipping address provided by the customer, a €25 fee will be deducted from the refund to cover administrative and shipping costs.

Order Cancellations & Right of Withdrawal

You may request to cancel your order within 30 days of receiving your goods, in accordance with applicable consumer protection regulations.

Please note:

  • Orders cannot be canceled once they have been shipped.

  • If your order has already been dispatched, you must wait until delivery and then follow the return process.

  • To cancel an order before shipment, email info@eloisecloset.com with a clear cancellation request.

Return shipping costs remain the responsibility of the customer.

Chargebacks & Payment Disputes

If you experience an issue with your order, please contact us first at info@eloisecloset.com. We are committed to resolving concerns quickly and fairly.

If a chargeback or dispute is initiated, we may provide your financial institution with documentation such as:

  • Order confirmation

  • Tracking confirmation

  • Email communication

  • Supporting photos

Filing a chargeback without contacting us first may delay the resolution process and could impact eligibility for future purchases.

Important Information

  • All approved returns must be shipped to our designated fulfillment warehouse at the customer’s expense.

  • Eloïse Closet is not responsible for shipping delays or customs-related issues.

  • Hygiene-sensitive products returned in used or unsanitary condition will not be accepted.

  • Return shipping fees are not covered by Eloïse Closet.

Contact Information

If you have questions about this policy, please contact our Customer Support Team:

Eloïse Closet
Email: info@eloisecloset.com

We are happy to assist you.