Cancellation
We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to post a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, in its original packaging, and including all component parts.
We do NOT accept returns for products that have been personalized or customized unless there is a legitimate quality concern.
To start a return, you can contact us at service@shopellox.com. If you're inquiring about a refund or return, please specify if there is any particular reason why you'd like a refund or return, including sending any photos or videos in the event that you believe a product is defective. This will help expedite the refund or return process.
If your return is accepted, we’ll send you instructions on how and where to send your package. Please contact to ask our customer service to make sure you send the package to the right address. The mailing address will be provided via email.
Notes
Custom-order or personalised items do not have a right to 14 days refund.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
No restocking fee to be charged to the consumers for the return of a product. We will only provide pre-paid return postage for defective items, as demonstrated by photo or video evidence. Otherwise, return postage costs will be at the customer's expense. Customers returning items MUST send an email to service@shopellox.com with accurate and correct tracking information associated to the return within 2 weeks of posting the return out.
You can always contact us for any return question at service@shopellox.com
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed in 3 business days, and a credit will automatically be applied to your credit card or original method of payment, within 3-7 business days. If more than 10 business days have passed since we’ve approved your return, please contact us at service@shopellox.com
Late or missing refunds
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 3-7 business days 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, please contact us at service@shopellox.com.
Please contact our Customer service at service@shopellox.com to get the return address.