Refund and Returns

Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a refund.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging. You’ll also need the receipt number or any other proof of purchase.

To start a return, you can contact us at spa.elfa@gmail.com. Kindly specify in the email’s subject that it’s a refund request, and briefly state the reason in the email. Also, please keep in mind that the law in Quebec does not require merchants to refund, exchange or credit an item that you no longer want.

We are determined to keep our customers satisfied, which is why we offer you options:
1. To ship the item back for a full refund (you would be responsible for the shipping charges). We will notify you once we’ve received and inspected your returned item. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take several business days for your bank or credit card company to process and post the refund.
or
2. To get a brand-new replacement with no hassle (doesn’t apply to Crochet collection, as there are no duplicates). In this case, we would require the photos of the item and a description of the issue. If approved, we will ship you the new item instead of issuing the refund.


Items sent back to us without first requesting a return, will not be accepted.

You can always contact us for any questions @
https://elfa.ca/pages/contact-us


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong or no item, so that we can evaluate the issue and resolve it.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards, and items you no longer want.

Exchanges
The fastest way to ensure you get what you want is to place the new order first, so we can ship it out right away. Then contact us providing the proof of purchase for both - your old and new order. Once the information is received, we will provide you with a return address. Please be advised, that you would be responsible for shipping charges of your return. The refund will be issued as soon as we receive it.

Delivery Delays
All the orders are processed the same day as we receive them, and we are determined to deliver it as soon as possible. We estimate up to 10 business days maximum for the delivery to be complete, however, we cannot take responsibility for carrier’s delays, as it is beyond our control. That is why we ask for your patience, should the delay occur, since we are given up to 30 days to process your order by law. Should you still not receive the item by then, please follow our refund policy procedure described above.


The items are shipped out of Montreal, QC via standard Canada Post delivery. Please, refer to their website for the most recent shipping time updates for your region:
https://www.canadapost.ca/business/tools/ds/default.aspx