Returns, Exchanges, Cancellations
About Returns and Exchanges
We take the utmost care in managing and shipping our products, but in the unlikely event that you receive a defective product (damaged, soiled, etc.), a wrong item, or an incorrect quantity, we will exchange or refund it at our expense. In such cases, we apologize for the inconvenience, but please contact us after receiving the item.14within [number] daysor contact usinfo@elt.storePlease contact us. A representative will get back to you within three days (excluding Saturdays, Sundays, and holidays). Please note that response times may be longer during periods with a high volume of inquiries, such as before or after a campaign.
* Defective products are limited to those that were damaged upon delivery. Please note that we cannot accept returns for damage that occurs after wearing.
Regarding returns and refunds due to customer convenience, is it possible?
Returns and refunds are possible. Please submit a return request within 14 days of product arrival. We apologize, but we cannot accept requests made after 14days. However, if the return is due to customer convenience, the return shipping fee will be borne by the customer. (If you return the item via cash on delivery, we will refund the amount minus the shipping fee.) If you order multiple items and wish to return only one, the refund amount will be for that item only.
Customers will be charged the standard shipping fee only once (including returns). However, customers will be responsible for shipping costs for returns or exchanges due to customer convenience (e.g., size difference, incorrect order, difference in image).
Regarding refund methods for returns
Refunds will be processed after the cancelled/returned item arrives at our facility. If the cancellation occurs across your credit card company's closing date, the refund will be issued in the following month or the month after that. Please contact your credit card company for more details.
To customers paying by bank transfer or at convenience stores:
Refunds for cancelled or returned items will be issued via PayPal or as a elt gift card once the items arrive at our facility. Please note that refunds cannot be processed in cash or via bank transfer. For returns, refunds will be issued within 14 business days after confirmation of the returned item. Additionally, for returns due to customer convenience, the customer will be responsible for any bank transfer fees associated with the refund.
We will provide details after you contact us regarding the return.
About Exchanges
原則的にお客様都合での交換は受け付けておりません。ご了承の程よろしくお願い申し上げます。
Non-returnable cases
Please note that we cannot accept exchanges or returns in the following cases.
- More than 14 days from the product arrival date
- Products that have been opened and used, or show signs of use.
- If the perfume, tobacco, or other odors adhere due to trying on, or if the product is damaged such as scratches, stains, loose threads, or deformation.
- Products that have been cleaned, laundered, or altered, such as hemming.
- Product without tags or accessories
- Auction items, sale items
- Underwear, socks, and other items that come into direct contact with the skin cannot be returned or exchanged due to hygiene reasons.
- Due to customer reasons such as the product differing from the photo or image, or the color not being as expected.
- If you do not contact us in advance
About Cancellations
Cancellations are possible before shipping. We do not accept cancellations after the item has been shipped.
We are shipping in large volumes, so there may be a slight difference between the actual shipping time of your package and the shipping email automatically sent to you.The actual shipping time will be based on our shipping records. If you wish to cancel or change your order after it has been placed, please contact us as soon as possible.
Due to unstable stock quantities, especially during campaign periods, cancellations, or product changes,In the unlikely event that the ordered product is out of stock, SLOLI will contact you via email.
To secure product inventory upon payment completion, customers who choose convenience store payment or bank transfer will not have their inventory secured in the system until payment is completed after placing an order. Therefore, there is a possibility that the product may be sold out. We appreciate your understanding.
Notes on Returns
When returning items, please send back the original box and accessories that were delivered with the product. For returns, please use a delivery service such as a courier and be sure to keep the shipping receipt or similar proof of shipment. If you do not have proof of shipment, we cannot be held responsible for any troubles such as loss or misdelivery during transit. Additionally, we cannot accept returns in the following cases. Thank you for your understanding.
- If the item does not arrive due to delivery trouble
- If the item was damaged due to a shipping issue
- If the product or accessories are missing
Return Address
Country: CHINA
Postal Code: 311400
Prefecture: Zhejiang Province
City: Hangzhou
Street Address:224, Building 6, No. 19 Jinping Road, Fuyang District
Recipient: xiao wen
Phone:050-5840-4390
If you return non-returnable items directly without contacting us, we regret to inform you that we will refuse to accept the delivery. Please understand.
If you have any other questions, please feel free to contact us here.