Delivery & Returns

DELIVERY
Elle Duende offers worldwide shipping, some exclusions apply. Shipping costs are calculated at checkout, based on your shipping address. Please note that Elle Duende is not responsible for any customs fees, taxes, or duties imposed by any government authority, including any fees related to the delivery of your order, these are payable by the customer upon receipt of your items. Order processing can take up to 5 working days, shipping time is an estimate following this.

SHIPPING METHODS
Please be aware that all deliveries require a signature for delivery.

We ship using trusted delivery partners, for an accurate timeline on delivery please email us at enquiries@elleduende.com

Please note that international shipments are subject to customs clearance which can cause delays out of our control.

As part of routine inspections carried out by US Customs, orders valued over $2,500 may be subject to a further information request via our nominated courier including the shipping receivers IRS number. This is a routine requirement requested by US Customs for clearance of the shipment. 

DUTIES
For customers outside of the UK, all orders are shipped with Import Duties & Taxes unpaid. Therefore, customers will be contacted by our nominated courier for collection of these fees which are payable directly to the courier. Duties and taxes are non-refundable.

COUNTRIES WE SHIP TO
We are able to offer shipping to the following countries;

United Kingdom
USA & Canada
Australia & New Zealand

Europe
Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Gibraltar, Guernsey, Hungary, Iceland, Ireland, Italy, Jersey, Latvia, Liechtenstein, Malta, Netherlands, Norway, Romania, Slovenia, Spain, Sweden, Switzerland

Rest of World
Bahrain, Georgia, Hong Kong, Japan, Kuwait, Malaysia, Saudi Arabia, Singapore, Taiwan, Thailand, Qatar, UAE

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RETURNS POLICY
[Includes information on returns, returns shipping, refunds and exchanges.]

RETURNS
We hope you are happy with your new Elle Duende piece(s).
Our returns policy lasts 14 days. If you are not satisfied with your purchase, you may request a return for your item(s) via email within 14 days. If your request for return is approved you will then have a further 7 days following your request to return your item(s).
If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

Please be aware that some items are not eligible for return. Please read our returns policy carefully so that we can proceed with your request as smoothly as possible.

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. All returns/exchanges must be approved by email.
Several types of goods are exempt from being returned or exchanged:
- Earrings
- Made-to-order items
- Personalised items
- Pre-order items
- Gift-cards
To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to us without contacting us first. If items are sent back without prior email approval items might not reach the correct destination or could lead to being sent back to the customer.

You can always contact us for any return question at enquiries@elleduende.com.

RETURN SHIPPING
To return your product, please contact us at enquiries@elleduende.com and a member of our team will be able to advise and assist you on return shipping.
If you are shipping an item for return, you should always use a trackable shipping service or purchase shipping insurance, this must be a postal service that requires signature from the recipient (Elle Duende). We don’t guarantee that we will receive your returned item. The items being returned are the sole responsibility of the sender until they are scanned in to our office. Please ensure your parcel is clearly labelled with Goods To Be Returned and including your Returns Authorisation Number.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

To ensure your return is covered by our returns policy and is not delayed, items must be returned using the original packaging provided, have a valid returns reference number, and be returned from the same country to which they were delivered.

Items returned from a different country may incur additional charges or be delayed by customs.

FREQUENT RETURNS
At Elle Duende we pride ourselves on selling luxury products that have been meticulously inspected before we send them to you, as well as working hard to ensure that our sizing information is accurate so that you are happy with your purchase.

If we notice that you have a high returns rate on your account, then we may take the decision to deactivate your account until we can understand a little more about what’s not quite working for you. We will contact you via email if we deem this an appropriate course of action – our customer care team will help to resolve the issue with you.

Jewellery:
These luxury pieces must be returned to us unworn with the presentation box, protective packaging, and any Elle Duende brand tags, and warranty cards (where provided).

If you receive an item that is faulty (i.e., damaged, faulty parts, or with a manufacturing fault) or you would like customisation work carried out, we may be able to offer specialist repairs, made-to-measure alterations, customisations, or exchanges as part of our after-sales service based in London.

Due to the nature of the materials used on these luxury items please handle them with care when trying them on and avoid putting them on hard surfaces that can cause scratches.

For more information, please contact enquiries@elleduende.com.

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.
All successfully returned items will be credited to the original payment method. The original shipping charges will not be refunded. 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.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. 

Elle Duende reserves the right to reject any return request that does not adhere to the conditions of Elle Duende’s return policy.

– Items must be returned in their original, unused unaltered and unwashed condition, with the original tags and packaging.
– Jewellery should be placed inside both its original box and a shipping box in order to prevent any damage that may occur during transportation.

– The package should be shipped from your location within one week of receiving this email.

All piece(s) must be returned in an unused and intact state, with all protective materials in place. This includes all packaging, accessories, authenticity cards, and dust bags.
We reserve the right to refuse a refund if the product shows signs of usage.

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 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 enquiries@elleduende.com

EXCHANGES
We do not currently offer an exchange service. If you would like to exchange an item, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our returns policy.

We only replace items if they are defective or damaged. Our items go through strict Quality Control, manufactured in London and shipped from our London office, but if for any reason there is an issue with your order please notify us within 7 days of receiving your order at enquiries@elleduende.com so that we can discuss next steps.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. If your item is defective or damaged on delivery we will organise for your defected item to be returned to us prior to sending you a replacement. 

Elle Duende does not cover the postage cost of returning goods except in the case where the wrong product is supplied or in case of faulty/damaged goods being supplied. 

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If you find a fault with your purchase, please contact us at enquiries@elleduende.com

See our Website Terms and Conditions for further information.

We reserve the right to decline any orders.