Return & Exchanges, Payments

Returns

Our Return & Exchanges policy lasts 14 days. If 14 days have gone by delivery date, unfortunately we can’t offer you a refund or exchange. All basic, made to measure, custom made items and products on sale are non-refundable and cannot be exchanged. 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. Shipping costs for returns/exchanges are the responsibility of the customer. For more information, check here

Exchanges

Our collection pieces are all made-to-order, therefore we only replace items if they are defective or damaged (manufacturing defect), or if the size is incorrect. Email us at support@elenaguranda.com with any questions and we will send you further instructions.  Please note, shipping cost is the responsibility of the customer as well as any additional exchange returns requests. You will be invoiced for the additional shipping charge.  Repeated returns and Exchanges  We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns and exchanges made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your GURANDA account or future orders being refused. For more information, check here

Refunds

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 within 15 days (bank working days), and a credit will automatically be applied to your credit card or original method of payment. For more information, check here

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 support@elenaguranda.com.

Payments

We accept: Visa, Mastercard, Maestro payments, Visa Electron, JCB, Discover, American Express, Diners Club, Boleto and PayPal payments.