Refund Policy

 

At El & James, we take pride in every product we craft. We hope you love your purchase, but if something isn’t quite right, we’re here to help — with honesty, clarity, and care.

1. Refund Eligibility

You may request a refund in the following case:

Damaged Products:
If your item arrives damaged, please contact us within 14 days of delivery. Include clear photos and a description of the issue so we can make things right.

2. Non-Refundable Items

Due to hygiene and personalization, the following items are non-refundable:

  • Custom or personalized products

  • Items that have been worn, washed, or altered

3. How to Return an Item

To start a return:

  1. Email us at support@elandjames.com with your order number and the issue.

  2. Once approved, we’ll send return instructions.

  3. Please note: All returns must be shipped internationally (to China). Return shipping is the responsibility of the customer.

To ensure proper tracking and handling, all returns must include a confirmation email and a valid tracking number. Returns without tracking cannot be processed.

4. Order Cancellations

Orders cannot be canceled once processed. If your order has already been shipped, you may return it once received, in accordance with our return guidelines.

5. Delayed or Missing Refunds

If your refund is taking longer than expected:

  • Allow a few extra days for processing.

  • Still waiting? Reach out to us at support@elandjames.com — we’ll make sure it’s taken care of.

We believe in fairness, not fine print. Thank you for understanding and supporting our small, independent workshop.