Refund policy

1. Right to Cancel (EEA Customers)

• - You have 14 calendar days from receiving your complete order to cancel.

• - Items must be new, unused, and tagged; hygiene products are non-refundable if opened or unsealed.

• - Cancellations must be submitted in writing, using showroom@elenost.com.

2. Faulty Items

• - Faults must be reported within 28 days of discovery via the Contact Us page.

• - Don’t continue using the item once the fault is known.

• - Returns are not accepted for:

  • Face masks

  • Open cosmetics

  • Pierced jewellery

  • Unsealed swimwear or lingerie

3. Return Costs

• - Ukraine: $5 fee

• - UK: £2 fee

• - Dubai: $5 fee

• - Other International: Costs vary; shown during return process or payable at post office. Use a trackable service.

4. How to Return

• - Securely repack items.

• - Log into the Returns Portal with order details.

• - Choose a return method and print a label.

• - Ship the item and retain proof of postage.

• - Partner-brand items follow their own return instructions.

5. Refunds & Timeline

• - Refunds are processed after items reach the warehouse.

• - Refunds go to the original payment method or gift card.

• - Email updates provided throughout the process.

• - Disputes must be raised within 28 days of refund.

6. No Exchanges

• - Exchanges aren’t supported—return and reorder instead.