Return and Refund Policy

Our return policy is valid for 30 days .
If more than 30 days have passed since you received your product, we unfortunately cannot offer you a refund or exchange.

1. Order cancellation (change of mind)

If you change your mind within 24 hours of placing your order , we will issue an immediate refund .

We only process orders after a 24-hour delay to allow for the correction of any errors or modifications requested by customers.

After this period, if the order has already been processed, we will no longer be able to cancel it until the product is delivered, received and returned to the address provided.

2. Return conditions

To be eligible for a return, your item must:

  • to be unused

  • to be in the same condition as when it was received

  • be returned in its original packaging

Return shipping costs are the responsibility of the customer , and the package must be sent to the return address that we will provide to you by email.

Certain product categories cannot be returned:

  • Products for intimate or sanitary use

  • Gift cards

3. Validation of a return

To process a return, we will verify that it is indeed your order using your order number and/or the email address used when making the purchase.

Two options are available to validate a return:

  • We confirm receipt of the package at the return address provided.

  • You send us a scan or photo as proof of shipment

⚠️ The shipment should not be sent directly to the manufacturer .

A postal receipt or shipping ticket may be accepted as proof.

In some cases, we may ask you to wait until we have actually received the product before initiating the refund.
An inspection of the package may be necessary before processing.

4. Defective or damaged products

If you receive a defective product and request a refund, we will ask you for a photo of the product received .

If we do not provide a photo, we may ask you to return the item for inspection .

The refund will only be issued after receipt and verification of the returned item.

If, after inspection, the item is deemed compliant and in good condition, we will inform you with photo and/or video , and the refund will be refused .

This measure, although strict, aims to protect Elise & Juliette against fraud while maintaining fair and transparent customer service.

5. Refund Procedure

After receiving and inspecting your return, you will receive an email notifying you of the approval or rejection of your refund.

If your request is accepted, the refund will be automatically applied to your original payment method within a timeframe that varies depending on your bank.

You will be notified as soon as the process is initiated on our end.

6. Late or missing refunds

If you have not received your refund:

  1. First, check your bank account.

  2. Contact your card issuer (there may be a delay before the official refund is registered)

  3. Then contact your bank

If, after these steps, you still haven't received anything, please contact us at
contact@elisejuliettecreation.com

Our customer service team will check the status of your request before taking any further action.

7. Sale items

Discounted items can be refunded, but only on the price paid (reduced) and not on the original price without promotion.

8. Exchanges

We only replace items if they are faulty or damaged .

If you wish to exchange an item for the same item, please write to us at
contact@elisejuliettecreation.com

9. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit equal to the value of your return.

Upon receipt of the returned item, a voucher will be sent to you by email.

If the item was not identified as a gift at the time of purchase, or if the buyer received it to give to you later, the refund will be issued to the original buyer .

10. Return costs

Return shipping costs are the responsibility of the customer and are non-refundable .

If a refund is granted, these fees will be deducted from the refunded amount .

The time it takes to receive your exchanged or refunded product may vary depending on your place of residence.