Refund policy

Last Updated: August 28, 2026

Customer satisfaction and full compliance with German consumer law and the statutory 14-day distance selling cooling-off period are our priority. This policy outlines return eligibility, return shipping costs, refund procedures and excluded product categories for orders placed on www.elowyn.shop

Statutory 14-Day Cooling-Off Period (Legal Requirement)

By law, you have an unconditional right to cancel your purchase within 14 calendar days from the date you receive your items for any reason, with no penalty applied. This statutory right cannot be waived.

Voluntary Extended 30-Day Return Window

In addition to your legal 14-day cancellation right, Elowyn offers a complimentary extended 30-day return period calculated from delivery date for eligible products.

All returned goods must meet the following conditions:

• Unworn, unused, unwashed and unaltered in any way
• All original swing tags, labels and protective packaging intact and attached
• Accompanied by your original order number or purchase confirmation

Items that fail to meet these criteria will be rejected for return.

How to Submit a Return Request

Send your return application to hello@elowyn.shop within the valid return window, including your order reference number, registered email address and brief reason for return.

We will issue a return authorisation number and step-by-step return posting instructions. Returns sent without prior written approval will not be accepted.

Please use a tracked delivery service and retain your postage receipt for proof of return.

Return Shipping Liability

Customer Responsible for Return Postage

Returns made after the mandatory 14-day cooling-off period, change of mind, incorrect size/colour/style selection and personal preference returns.

Elowyn Covers Return Shipping Costs

Products with manufacturing defects, items damaged in transit, or goods incorrectly dispatched by our warehouse (we may provide a pre-paid return label in these circumstances).

Damaged, Faulty or Mis-Shipped Products

Notify our team within 48 hours of delivery with supporting photos of packaging and defective merchandise. Remedies include free replacement, full monetary refund or partial store credit following our assessment.

Non-Returnable Items

• Goods clearly marked Final Sale on the product page
• Gift cards and digital vouchers
• Customised, personalised or engraved products
• Worn, stained, modified or laundered items missing original tags and packaging

Product Exchanges

Direct item exchange cannot be guaranteed due to live inventory fluctuations. The fastest resolution is to return the qualifying item for a refund and place a new separate order on our website.

Faulty or incorrectly sent items will be handled individually on a case-by-case basis.

Refund Processing Timeline

Once our warehouse receives, inspects and approves your returned goods, we will initiate the refund to your original payment method within 3–7 business days.

For statutory 14-day cooling-off cancellations, full refunds will be processed without undue delay as required by German law.

Additional processing delays from banks and card issuers are outside our control.

Original Delivery Charges

Initial outbound shipping fees are non-refundable unless the return was caused by our error (faulty product, damage in transit, wrong item dispatched).

No restocking fees will be charged for all valid compliant returns.

Return Postal Address

Please send returned items following customer service instructions to:

Elowyn
Reeperbahn 154, 20359 Hamburg, Germany

Clearly write your order number on the outside or inside of the parcel to speed up processing.

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