Returns and refunds

In short

Every ElBay order is prepared for you by its merchant and shipped internationally, so we do not accept returns for a change of mind. We refund you in the cases below.

Goods that arrive damaged

If an item arrives damaged, the wrong item arrives or one is missing, tell us within 14 days of delivery: open your order's payment page and choose "Request a refund", or write to support@elbay.online. Include photographs of the item and of its packaging, and keep the packaging until your claim is settled: DHL may need to inspect it.

Once the damage is confirmed, we refund the price you paid for the damaged items.

Parcels that never arrive

If your parcel has not been delivered 30 days after it was shipped, tell us from your order's payment page ("Request a refund") or write to support@elbay.online with your order number. We open an investigation with DHL. If the parcel is confirmed lost, we refund the full amount you paid.

Orders we cannot ship

If we cannot ship your order after you have paid for it, for example because a product is no longer available or cannot be exported, we cancel the order and refund the full amount you paid.

What is not covered

The following are not refunded:

• a change of mind, including an item that does not suit you;
• small differences from the pictures in colour, size or finish, which are normal for handmade products;
• delivery delays, including delays in customs, when the parcel is still delivered;
• a parcel refused on delivery, or not collected, or not delivered because the address given was incorrect;
• import duties and taxes paid to the customs authorities on delivery, which are collected by your country and not by ElBay.

How refunds are paid

Refunds are paid to the card used for the order, through our payment provider, within [N] days of our approving them. Your bank may take a few more days to show the refund on your statement.

Your legal rights

This policy does not exclude or limit any right you have under the mandatory consumer protection law of the country where you live. If you believe such a right applies to your order, write to support@elbay.online and we will deal with your request accordingly.