Make a return
HOW TO MAKE A RETURN
Elisendra®️ offers the “NoProblem Return” solution, which allows the customer to choose between two options for returning an item: refund or coupon.
Pursuant to Legislative Decree no. 21/2014, which implements Directive 2011/83/EU of the European Parliament and of the Council, the customer has the right of withdrawal, exercisable within 14 days of receiving the item.
Important: These return options are only valid for items free from defects in conformity and/or manufacturing. For items with defects, please see the Elisendra®️ guarantee section.
Return conditions:
The products must be returned with the original tag attached, the protections on the accessories, the internal paper of the bag must not be removed, dust bag and intact packaging.
They must not present alterations or tampering in their main characteristics, the protections of the accessories must be intact. The items must be packaged in a box suitable for shipping.
It is mandatory that the returned item is identical to how it was delivered. Otherwise, the company reserves the right to not accept the return and to send the item back to the recipient, without proceeding with any refund.
In the absence of these conditions, the return request will be invalidated and the item will be returned to the sender.
Return procedure:
Send an email to customer@elisendra.com, including your order code and the type of return requested.
Go to the “Orders” page to retrieve your order number or find it in your confirmation email, including the type of return you want, your order number, and, if applicable, specify the item you are returning.
Subsequently, Elisendra®️ will send a communication with the instructions to complete the return.
Recommended courier :
To facilitate the procedure, Elisendra®️ recommends using BRT, with which it has a partnership. The confirmation email will contain a link to book the collection with BRT. Shipping costs for Italy are:
€9 for most regions
€12 for Puglia, Basilicata, Calabria, Sicily and Sardinia
Europe: €30.
The customer can ship the item themselves and send us a copy of the shipment to forward to the warehouse. Once received, we will proceed with the full refund
Return Verification and Confirmation:
Once the products are received, the company will verify their conformity. If the outcome is positive, the customer will receive a confirmation via email.
Reimbursement:
The customer can request a refund within 14 days of receiving the item. Elisendra®️ undertakes to refund within 14 days of receiving the product. The crediting times depend on the credit card or bank account managers.
Important: It is not possible to exchange items. If you wish to change the color or model, a refund will be made or a coupon will be issued that can be used for the next purchase.
Coupon:
As an alternative to a refund, the customer can choose to receive a coupon equal to the value of the returned item. The coupon is valid for one year and can be used in a single transaction on https://www.elisendra.com. Elisendra®️ undertakes to issue the coupon within 14 days of receiving the return.
If the returned item was part of an order with promotions, the coupon value will be recalculated based on the promotions applied to the order.
Elisendra®️ offers the “NoProblem Return” solution, which allows the customer to choose between two options for returning an item: refund or coupon.
Pursuant to Legislative Decree no. 21/2014, which implements Directive 2011/83/EU of the European Parliament and of the Council, the customer has the right of withdrawal, exercisable within 14 days of receiving the item.
Important: These return options are only valid for items free from defects in conformity and/or manufacturing. For items with defects, please see the Elisendra®️ guarantee section.
Return conditions:
The products must be returned with the original tag attached, the protections on the accessories, the internal paper of the bag must not be removed, dust bag and intact packaging.
They must not present alterations or tampering in their main characteristics, the protections of the accessories must be intact. The items must be packaged in a box suitable for shipping.
It is mandatory that the returned item is identical to how it was delivered. Otherwise, the company reserves the right to not accept the return and to send the item back to the recipient, without proceeding with any refund.
In the absence of these conditions, the return request will be invalidated and the item will be returned to the sender.
Return procedure:
Send an email to customer@elisendra.com, including your order code and the type of return requested.
Go to the “Orders” page to retrieve your order number or find it in your confirmation email, including the type of return you want, your order number, and, if applicable, specify the item you are returning.
Subsequently, Elisendra®️ will send a communication with the instructions to complete the return.
Recommended courier :
To facilitate the procedure, Elisendra®️ recommends using BRT, with which it has a partnership. The confirmation email will contain a link to book the collection with BRT. Shipping costs for Italy are:
€9 for most regions
€12 for Puglia, Basilicata, Calabria, Sicily and Sardinia
Europe: €30.
The customer can ship the item themselves and send us a copy of the shipment to forward to the warehouse. Once received, we will proceed with the full refund
Return Verification and Confirmation:
Once the products are received, the company will verify their conformity. If the outcome is positive, the customer will receive a confirmation via email.
Reimbursement:
The customer can request a refund within 14 days of receiving the item. Elisendra®️ undertakes to refund within 14 days of receiving the product. The crediting times depend on the credit card or bank account managers.
Important: It is not possible to exchange items. If you wish to change the color or model, a refund will be made or a coupon will be issued that can be used for the next purchase.
Coupon:
As an alternative to a refund, the customer can choose to receive a coupon equal to the value of the returned item. The coupon is valid for one year and can be used in a single transaction on https://www.elisendra.com. Elisendra®️ undertakes to issue the coupon within 14 days of receiving the return.
If the returned item was part of an order with promotions, the coupon value will be recalculated based on the promotions applied to the order.