Refund policy

At Elvessaa, we want you to feel confident when shopping for ladies' handbags with us. If you are not completely satisfied with your purchase, our Return and Refund Policy explains how to request a return or refund.

1. Return Period

Customers may request a return within 14 days of receiving their order, subject to the conditions outlined in this policy and applicable consumer protection laws.

To begin a return, please contact our customer support team at support@elvessaa.com with your order number and the reason for your return.

2. Return Eligibility

To help us process your return efficiently, please ensure that:

The handbag is unused and in its original condition.
Original tags, packaging, and included accessories are retained where reasonably possible.
You provide proof of purchase or your order confirmation.
Your return request is submitted within the applicable return period.

If your item arrives damaged, defective, incorrect, or significantly different from its description, please contact us as soon as possible. These cases will be reviewed in accordance with applicable consumer protection laws.

We will not exclude or limit any return rights that cannot legally be waived.

3. How to Request a Return

Follow these steps to request a return:

Contact Us: Email support@elvessaa.com within 14 days of receiving your order.
Provide Order Details: Include your order number, the item you wish to return, and the reason for your request.
Receive Instructions: Our customer support team will explain the applicable return process and provide the return address or shipping instructions.
Send the Item: Package the handbag securely and follow the instructions provided by our team.
Return Review: Once the item is received, we will inspect it when appropriate and notify you about the outcome of your request.

Please do not send items to an address other than the return address confirmed by our customer support team.

4. Refund Policy

Once your return is approved, we will arrange a refund to your original payment method whenever possible.

Refund Eligibility: Refunds are subject to the return conditions and applicable laws.
Refund Processing: We aim to initiate approved refunds within 5–10 business days after the returned item is received and the return is approved.
Payment Provider Delays: Your bank or payment provider may require additional time for the refund to appear in your account.
Refund Confirmation: We will notify you when your refund has been processed.

If a refund cannot be issued to the original payment method, our customer support team will work with you to identify an appropriate alternative.

5. Damaged, Defective, or Incorrect Items

We want every customer to receive the item they ordered in acceptable condition.

If your handbag arrives damaged, defective, or different from what you ordered, please contact us at support@elvessaa.com. Include your order number and, if possible, photographs showing the issue.

We will review the situation and explain the available resolution, which may include a replacement, repair where appropriate, or refund, depending on the circumstances and applicable law.

Your statutory consumer rights remain unaffected.

6. Return Shipping Costs

Return shipping costs will depend on the reason for the return and applicable consumer protection requirements.

If you are returning an item because you changed your mind, you may be responsible for return shipping costs where permitted by law and where this has been properly disclosed.
If an item arrives damaged, defective, incorrect, or otherwise qualifies for a remedy under applicable law, Elvessaa will handle return shipping costs as legally required.

Please contact us before returning an item so we can confirm the correct procedure.

7. Order Cancellation

If you wish to cancel an order, contact us as soon as possible at support@elvessaa.com.

We will try to cancel the order if it has not yet been dispatched. Once an order has shipped, cancellation may no longer be possible, and you may need to follow the return procedure.

Any applicable statutory cancellation rights will continue to apply.

8. Shipping and Delivery

Our estimated order processing and delivery timeframes are:

Order Handling and Processing: 1–3 business days.
Shipping and Transit: Approximately 4–6 days after dispatch.

These are estimates and may vary due to the destination, carrier delays, customs procedures, public holidays, or other circumstances.

If your order has not arrived within the expected timeframe, please contact our support team for assistance.

9. Exchanges

If you would like to exchange a handbag for another style or item, contact us at support@elvessaa.com.

Exchanges are subject to product availability and the applicable return conditions. If an exchange is unavailable, we will explain the other options available to you under our policy and applicable law.

10. Items Not Eligible for Return

Where permitted by applicable law, returns may be declined for items that have been used, damaged through customer misuse, or returned without required components.

However, these conditions do not remove any mandatory rights you may have for defective, incorrect, or non-conforming products. Any legal exceptions to return rights will be applied only where applicable.

11. Contact Information

For return requests, refunds, cancellations, exchanges, or questions about this policy, please contact us:

Store Name: Elvessaa

Email: support@elvessaa.com

Phone: +55 93 35153-846

Business Address: R. Tiradentes, 2467 - Centro, Altamira, PA 68371-000, Brazil

Our customer support team will assist you with your request.

12. Changes to This Policy

Elvessaa reserves the right to update this Return and Refund Policy when necessary to reflect changes in our business practices or legal requirements. Updates will be published on this page with a revised date.

Thank you for shopping with Elvessaa. We appreciate your trust and look forward to providing you with a positive shopping experience.

Elvessaa — Your Style, Your Statement.