Refund policy

Timeframe for Service

After-sales service is available only within 72 hours of the package being marked as delivered or signed for. Kindly inspect your order upon receipt and contact us at info@elywood-official.com immediately if the item is defective, damaged, incorrect, or if you require a size exchange.

Returns

  • Returns are accepted only for items that are damaged, have quality issues, or if the wrong item was sent.
  • The products must remain unused, in their original condition, and include all original packaging. The item label must remain intact. Removal of the label will void the return eligibility.
  • Certain types of items cannot be returned, such as custom products (such as special orders or personalized items), close-fitting apparel (such as underwear, swimwear, socks, and under-layer), final/flash sales goods, and gift cards. Please get in touch if you have questions or concerns about your specific item.
  • If the return is caused by the consumer, the 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.

Size Exchange

  • Exchanges for different sizes are allowed only if the item is in stock. If the requested size is sold out or available for pre-order, then an exchange cannot be processed.
  • Customers are responsible for all shipping expenses related to exchanges, including:
    • Return shipping of the original item. 
    • Delivery of the replacement item.
    • Any applicable customs duties. 

**Condition for Exchanges:**  
- The original item must be returned in good condition with its original packaging (e.g., shoe box, plastic bag).  
- The item label must remain intact. Removal of the label will disqualify the item from exchange eligibility. 

Order Changes

If you need to make any changes to your order, such as correcting address details or item sizing, please contact our customer service team at info@elywood-official.com immediately. We cannot guarantee any changes to your order once it has been processed. If your order has already been processed, ELYWOOD is not responsible for any incorrect details or lack of details entered. Please contact us at info@elywood-official.com for details.

Order Cancellation

Pre-order products will be sent a notice by our official email. Order accepted and can not be canceled once the customer agrees with the production period, if not, the refund will be issued to the customer. Moreover, the order will automatically be accepted and cannot be canceled if the customer does not reply to the official pre-order notice email within 5 working days from when the pre-order notice email was sent. (Since all of our products are handmade, they will take time to produce, and once they begin manufacturing, they cannot be canceled.)

Customized Collection

Customers are required to submit their customization requirements and specific measurements via email, including upper chest circumference, chest circumference, waist circumference, hip circumference, arm circumference, arm length, height (or specific length requirements), weight, and other relevant details. The more detailed the information provided, the better. We are not responsible for any consequences arising from missing or incorrect measurements or information.

Please note that our production period for customized products is approximately 45-60 days (excluding the shipping period), and once an order is successfully placed and confirmed via email, it cannot be canceled. Customized products are non-refundable, non-exchangeable, and modification services are not provided after receiving the customized product.

Refunds

Refunds are automatically issued for items that are out of stock.  
- Once an order is successfully canceled, the refund will be processed to the original payment method.  

- Upon receiving your returned item, it will undergo inspection. We will notify you upon receipt and update you on the refund status. If approved, the refund will be processed to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and post the refund.

- Items bought at full price within five days of a markdown can receive store credit for the price difference. No adjustments are available for sale items, promotional purchases, or exchanges.

You can always contact us for any return questions at info@elywood-official.com.