If you wish to return an item, please follow the three steps described below. It will help us to process your refund as smoothly as possible.

 

1. Please send a registered letter with your complaint, wishing to return an item to Elegnano BV, Olivierstraat 21, 3111 Wezemaal, Belgium. Please also send an e-mail to sales@elegnano.com, so we can confirm the receipt of your complaint and request to return and provide you with instructions on how to return the items.

 

2. We will send you a confirmation and notify you of the receipt and processing of the returned items. Return costs are at the expense of the customer.

 

3. We will refund the purchased amount within 5 working days. If you wish a voucher or exchange for another product on the webshop instead, we will gladly help you with this.

In agreement with the Belgian Act of 6 April 2010 on market practices and consumer protection, in particular distance selling, returns of Elegnano products are accepted within 14 days, starting from the day of receipt of the package. Only information of the official delivery agent (BPost or UPS) is considered correct in this case. Written complaints do not count as returns, meaning the receipt of goods that the customer wishes to return at Elegnano BV has to be fulfilled 14 days after delivery. Returns or exchanges will not be accepted later than 14 days after delivery to the customer. The return address is: Elegnano BV, Olivierstraat 21, 3111 Wezemaal, Belgium.

 

You do not have to specify a reason for returning an item, but we are always open to hearing suggestions or complaints (e-mail: sales@elegnano.com).

 

Please note the following remarks.

Items must be returned in the original state: New, unmarked, unused, in the original Elegnano-box, with all accessories and packaging material (silk paper, authenticity cards, care-bags). Returned goods that are damaged, or have any sign of use or wear will not be accepted and your refund will be withheld. Shoes should be tried on a carpeted, clean, and soft surface. Also, store them in the accompanying dust bags until you are certain you will keep them. Any dirt on the inside, outside, or soles is considered damage.

The returned goods are the responsibility of the customer until they arrive back at Elegnano. All returned items should be appropriately and sufficiently franked, and also have a clear label with the customer address. Packages that are not sufficiently franked will not be accepted and are immediately returned to the sender. In that case, the shipping costs are borne by the sender, being the customer. Keep your proof of postage certificate, as we cannot be responsible for goods lost or damaged in transit.

Once the returned item is received at Elegnano and checked on damage, we will refund your money within 5 working days. The reimbursed money is transferred to the credit card or bank account of the person who paid for the order. Please note that refunds may take up to 10 working days to appear in your account depending on your card issuer. In case you prefer to exchange your returned item for another item of the same price in stock, or you want to receive the equivalent amount in Euros credited by us in the form of a voucher issued by Elegnano for later purchases in our webshop, we are happy to help you with this. Please contact sales@elegnano.com. Note that delivery in Belgium is not free of charge in case of exchange. Also be aware that in case of a refund, Elegnano is not responsible for fluctuations in the currency rate between the time of initial payment and the moment the refund is made.

 

If returning an incorrect or faulty item, please follow the same procedure as with regular returns, but mention the fact that the item is incorrect or faulty according to you when you contact our customer service at sales@elegnano.com. An item is deemed faulty if there is a manufacturing fault. We do not consider wear and tear to be a fault. All items that are returned as faulty are thoroughly inspected by the quality control experts of Elegnano to deem whether the product is faulty or whether it is fair wear and tear. We may be able to offer to repair the item, but we cannot guarantee this. Any items that show alterations or have been repaired by an external repair service will not be accepted for refund or exchange.

 

Please note that sales, including the Destiny Shopping Sale, and gift vouchers cannot be returned. Exchanges of items that are on sale are possible, but only if the item is still in stock at a discounted price. Sales and reductions are only valid on the products that mention this explicitly.