Refund policy

We have a 10-day return policy, which means you have 10 calendar days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unpacked, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Any returns with ripped packaging/missing packaging or not looking like the item originally arrived to you will not be accepted back. You will be expected to ship the item back to us at your expense.
To start a return, you can contact us at https://elfstore.co.nz/pages/contact.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at https://elfstore.co.nz/pages/contact.

Please note if you are returning an item for a refund we are bound by our bank agreement to refund to the original credit card used only. If this is not possible (i.e. your credit card has been cancelled or has expired) and we need to refund you in a different method to that originally used, a fee based on the original purchase price will be charged to you. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, due to hygiene reasons. Unfortunately we are unable to exchange or refund duvet inners, mattress toppers, comforters, pillows, mattresses, bathrobes, or products that have been laundered.  Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at https://elfstore.co.nz/pages/contact.