Returns and Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
If a return is being organised we must ask that items are returned in new condition in original packaging and tags attached.
To organise a return simply contact us at info@eclatess.com
Please note we do not cover the cost of returning a package.
Our returns address is in Germany.
Shipping: Typically all of our products will be dispatched within 1-2 days and delivered within 2-3 business days in the US and 5-7 business days in all other countries. This is all under our standard shipping.
Once we receive your return a refund will be issued. It can take up to 2 business days for the funds to show in your account.
In the unlikely event a customs charge is placed on your order preventing delivery. We do not cover the cost of this charge.
If you have entered your address incorrectly and not informed us. We are unable to issue a refund once the order has been shipped.
If we have set up a free exchange for either a new size or different product. You will no longer be eligible for a return/refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please note we do not accept returns or exchanges for any swimwear or lingerie products.
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 item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery (US) or 14 days after delivery (EU)
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at
info@eclatess.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at
info@eclatess.com
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.