Returns and refunds

Returns
Can I return my order? Yes, this is possible.

If you are not satisfied with the products you have ordered, you can return them within 30 days of receiving your shipment.

In this case, the order must meet the following conditions:

The order still contains all relevant parts and components, and the packaging remains in the condition in which the product was delivered.

Normal handling of the product is evident — damage resulting from improper use is excluded.

Products for which hygiene is of paramount importance must be thoroughly cleaned before the return process begins.

The product proved to be defective immediately upon receipt.

We reserve the right to charge the customer for shipping costs.

The return will be processed within 7 business days and, if the conditions are met, will be officially confirmed within this period.

We reserve the right to refuse returned products if we suspect that they have been used or damaged through no fault of our own.

How can I return my order?
If your order meets the above conditions, please follow these steps to start the return process:

Send an email to: support@houseofelore.com

Include the following information in your message:

Order number

Reason for return

Photo of the product if it is damaged

First and last name

Customer address

We will then contact you and provide you with a return address. Never send your return to the sender's address — we will send you the correct address after you have requested a return.
The customer is responsible for the return shipping costs.

CANCELLATION OF ORDER
The consumer has the right to withdraw from the contract on the following terms if they are a natural person making a purchase for purposes not primarily related to their business or professional activity.

A. RULES FOR WITHDRAWAL FROM THE CONTRACT
Right to withdraw from the contract
The deadline for withdrawal from the contract is 24 hours from the day on which you or a third party designated by you (other than the carrier) received the last goods.

As we work with a fully automated system, orders are processed immediately after they are placed.

Therefore, we cannot stop the shipping process until the shipment is delivered, which means that a refund is not possible after the goods have been received.

To exercise your right of withdrawal, you must inform us — elsaanddore.com — of your decision to withdraw from the contract by means of a clear statement (e.g., email). The withdrawal is effective upon our receipt of the returned goods. The cost of returning the goods is borne by the buyer.

SHIPMENTS IN TRANSIT
Our products are shipped from Asia, so delivery times may be longer and are beyond our control.

If the products are already on their way to you, it is not possible to cancel your order.
Please wait until the package arrives and then return it to us.
Of course, you can inform us in advance of your wish to cancel your order.

To speed up the return process, please send us confirmation of the return shipment.

CONSEQUENCES OF WITHDRAWAL FROM THE CONTRACT
If you withdraw from the contract, we will refund all payments received from you, except for delivery costs (and additional fees resulting from choosing a delivery method other than the cheapest standard method offered by us).

The refund will be made immediately, no later than 14 days from the date of receipt of your withdrawal notice and the returned goods.

The refund will be made using the same payment method used for the original transaction, unless we expressly agree otherwise.
You will not incur any fees in connection with the refund.