Help & policies

Returns & Exchange

Damaged or wrong item? We will make it right.

Last updated July 2026

Inspect before you pay

Because you open and check your parcel before paying, most issues are caught right at the door. If something is not right, you can simply decline the delivery.

Damaged or incorrect items

If a bag arrives faulty, or is not the piece you ordered, we will exchange it. Contact us within 7 days of delivery with a photo of the item so we can help quickly.

What is covered

Exchanges apply to genuine manufacturing faults or a wrong item being sent. As every parcel is opened and inspected before payment, we do not offer returns for a change of mind.

Return shipping

For an approved exchange, the return courier charge is paid by the customer. We cover sending the correct or replacement item back to you at no extra cost.

How to request an exchange

Message us on WhatsApp with your order number (it starts with ELX) and a photo of the item, and we will guide you through the exchange step by step.