Política de reembolso

This policy applies to all orders placed on elyashapewear.fr and delivered to Metropolitan France, Belgium, Luxembourg, and Switzerland.

1. Right of Withdrawal — 14 Days

In accordance with European Directive 2011/83/EU and Articles L.221-18 et seq. of the French Consumer Code (with equivalents in Belgium and Luxembourg), you have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to give any reason. This period is strict and will not be extended.

For Switzerland: we grant, as a commercial gesture, an equivalent 14-day right of withdrawal, under the same conditions as for EU countries.

2. Mandatory Return Conditions

For reasons of hygiene and health protection (Article L.221-28 5° of the French Consumer Code), only items meeting ALL of the following conditions may be accepted for return:

  • Item unworn, unwashed, unused
  • Hygiene protection label intact and attached to the item
  • Original packaging in perfect condition, with all labels
  • No odour, stain, crease, or any trace of use
  • Return accompanied by the return slip validated by our customer service

Any item that does not meet these conditions will be refused, returned to the customer at their expense, and will not be refunded. The intimate nature of the products (lingerie, shapewear) makes these strict conditions necessary for health and safety reasons.

3. Return Procedure

  1. Send an email to contact@elyashapewear.fr within 14 days of receipt, stating your order number and the reason for the return
  2. Our customer service will validate your request and provide you with a Return Merchandise Authorisation (RMA) number and the shipping address
  3. Return the parcel within 14 days of authorisation, with mandatory tracking, to the address provided
  4. Keep proof of shipment until the refund is confirmed

Returns without prior authorisation (RMA) will be refused and returned to the sender at their expense.

4. Return Shipping Costs

In accordance with Article L.221-23 of the French Consumer Code, return shipping costs are borne entirely by the customer, except in the event of a product defect or an error on our part duly established.

For returns from Switzerland, the customer is also responsible for any customs fees, taxes, and import formalities upon return.

5. Refund

After receipt and inspection of the returned parcel, and provided that all the conditions in paragraph 2 are met, the refund will be issued within a maximum of 14 days from receipt of the return, to the payment method used for the order.

The refund will cover the price of the compliant returned items.

Not refunded: return shipping costs, any customs fees (Switzerland), and the express delivery surcharge (€8.90) chosen by the customer.

Deduction for depreciation — In accordance with Article L.221-23 of the French Consumer Code, the Customer is liable for any depreciation of the product resulting from handling other than that necessary to establish its nature, characteristics, and proper functioning (beyond a simple trial). Consequently, if the item is returned to us showing signs of use beyond a normal trial, minor damage, or if its original packaging or the parcel is damaged, torn, or incomplete, Elya reserves the right to apply a proportional deduction to the amount refunded, corresponding to the loss of value observed. This deduction is justified and documented (written report and supporting photographs). An item rendered unsaleable may not be refunded at all.

6. Items Not Eligible for Return

The following categories may under no circumstances be returned:

  • Items whose hygiene protection label has been removed
  • Items worn, washed, or used
  • Items personalised or modified at the customer's request
  • Gift cards

7. Exchanges

We do not carry out direct exchanges. To change size or model, the customer must return the original item according to the procedure above and place a new order.

8. Defective or Non-Conforming Items

In the event of a proven manufacturing defect, the customer benefits from the 2-year legal guarantee of conformity (Articles L.217-3 et seq. of the French Consumer Code). To invoke this guarantee, contact our customer service within 72 hours of delivery, together with detailed photos of the defect. Any claim beyond this period will be processed but with an extended processing time.

In the event of a proven defect, Elya will bear the return shipping costs and will offer a full refund or a replacement, at the customer's convenience.

9. Lost, Damaged, or Undelivered Parcels

Any parcel reported as "delivered" by the carrier is considered received by the customer. In the event of a dispute regarding delivery:

  • The customer must report the problem within 7 days of the announced delivery date
  • An investigation will be opened with the carrier (average duration: 21 to 30 business days)
  • No refund or reshipment will be made before the carrier's investigation is closed
  • If the parcel is confirmed lost by the carrier, Elya will proceed with reshipment or refund

For parcels damaged on delivery, the customer must refuse the parcel or make precise written reservations with the carrier upon receipt, failing which all recourse will be lost.

10. Abusive Conduct

Elya reserves the right to refuse any future order from any customer who has engaged in abusive returns, fraud, or bad-faith behaviour (repeated returns without valid reason, returns of items that have clearly been worn, etc.).