Client care · Effective 2026-09-01
Delivery, returns
& refunds.
A clear guide to return dates, item conditions, shipping, exchanges, and refund timing.calendar days after delivery
Start an eligible return by the calculated deadline. The delivery date is day zero.
01 · Return conditions
What can be returned.
- Return window
- Start the return within 30 calendar days after the delivery date.
- Item condition
- Items must be unused, unworn, unwashed, unaltered, and returned with original tags attached.
- Proof of purchase
- A receipt, order confirmation, or other proof of purchase is required.
- Packaging
- Keep original packaging for protective or hygiene items.
- How to start
- Start the return with ÉLANE customer care before sending the item. Unapproved parcels may be delayed or returned to sender.
02 · Exceptions
Items we cannot accept.
- Gift cards
- Personalized or altered items
- Items marked final sale
- Intimate goods with a removed or broken hygiene seal
Damaged, defective, or incorrect? Report a damaged, defective, or incorrect item within 7 calendar days of delivery for priority review. Statutory rights are not limited.
03 · Return shipping & exchanges
Sending it back.
- Returns from Canada
- Eligible Canadian returns receive a complimentary prepaid return label.
- Returns from outside Canada
- For returns sent from outside Canada, the customer pays return shipping, duties, and taxes unless the item was defective or incorrect.
- Exchanges
- Exchanges are subject to stock availability. If the requested replacement is unavailable, a refund will be issued instead.
04 · Refunds
After your return arrives.
- Refund method
- Approved refunds are issued to the original payment method.
- Processing time
- Allow 5 to 10 business days after inspection for ÉLANE to process an approved refund; the payment provider may need additional time.
- Non-refundable charges
- Original delivery charges, duties, and taxes are non-refundable unless the item was defective, incorrect, or applicable law requires otherwise.
05 · Delivery
Before and after arrival.
- Estimates and availability
- Delivery estimates and inventory are shown for guidance and may change before an order is accepted.
- Confirmed delivery
- Responsibility for the parcel transfers on confirmed delivery, except where applicable consumer law provides otherwise.
- Delivery address
- Customers are responsible for providing a complete delivery address and promptly reporting delivery problems.
These policies do not limit rights available under applicable consumer-protection law.