Refund policy

Return & Refund Policy

At Élan By Kristen, every garment is carefully made with attention to detail. Many of our pieces are custom-made or produced to order, therefore we kindly ask that you read our policy before placing an order.

Order Cancellations

Orders may be cancelled within 24 hours of purchase, provided production has not yet begun. A full refund will be issued to the original payment method.

Once production has started, cancellations are no longer eligible for a refund.

Returns

We accept returns within 14 days of delivery for eligible items.

To qualify for a return, the item must:

- Be unused and in its original condition.

- Be returned with all original packaging and tags (where applicable).

- Be accompanied by proof of purchase.

Customers are responsible for return shipping costs unless the return is due to our error.

Custom-Made & Made-to-Order Items

Custom-made, made-to-order, personalised, or altered garments are non-refundable and non-returnable once production has begun.

However, if there is a manufacturing defect, incorrect size due to our error, or we send the wrong item, we will work with you to resolve the issue. Depending on the situation, this may include:

- Alterations or repairs;

- Replacement of the item; or

- Store credit or a discount on a future purchase where appropriate.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with clear photos of the item and packaging. We will review the issue and provide an appropriate solution.

Refunds

Once a refund is approved, it will be processed back to the original payment method. Processing times may vary depending on your bank or payment provider.

Shipping fees are non-refundable unless the return is due to our error.

Contact Us

For any questions regarding returns, cancellations or refunds, please contact us before returning any item.

Email: everlightglobalpty@gmail.com