Eline Carter
Order Confirmation & Policy Agreement
By placing an order through Eline Carter, you confirm that you have read, understood, and agreed to this Return & Refund Policy.
By completing a purchase, you acknowledge that you:
- Have reviewed and accepted our return conditions and applicable timeframes
- Agree to follow the return procedure outlined below
- Understand that, in the event of a payment dispute or chargeback, this policy and related order documentation may be used as supporting evidence
Returns
If you are not completely satisfied with your purchase, you may request a return for eligible items within 30 days of delivery, provided the conditions below are met.
Return Eligibility
To qualify for a return:
- Items must be unused, unworn, and unwashed
- Items must be returned in their original condition and original packaging
- Only normal inspection and handling may have occurred
- Return shipping and handling costs are the responsibility of the customer
Once we receive your return, it will be reviewed and processed within 7 business days.
We reserve the right to refuse returns showing signs of wear, misuse, or damage not caused by us.
How to Request a Return
To initiate a return, please follow these steps:
Email us at info@elinecarter.com within 30 days of delivery and include:
- Your order number
- Reason for the return
- Photos of the item (required for damaged or defective products)
- Your full name and shipping address
Please wait for return approval and instructions before sending any items back.
Returns sent without prior authorization may be refused.
We strongly recommend using a tracked shipping service and retaining proof of shipment until the return has been completed.
Defective or Damaged Items
If your order arrives damaged or contains a manufacturing defect, please contact us within 2 days of delivery at info@elinecarter.com.
Please include:
- Your order number
- A brief description of the issue
- Clear photos or a short video showing the problem
Once verified:
- A replacement may be offered depending on product availability and the nature of the defect
- In certain cases, returning the item may not be required
- Replacement items are typically processed within 7–14 business days
Lost, Refused or Unclaimed Orders
If your package appears lost in transit:
Please contact us with your order number and tracking information. We will assist with a courier investigation and, where loss is confirmed, arrange a replacement or refund where appropriate.
If a package is refused, unclaimed, or returned due to an incorrect shipping address provided at checkout, a $35 CAD administrative and shipping fee will be deducted from any applicable refund.
Cancellations & Right of Withdrawal
Subject to applicable consumer protection laws, you may request withdrawal from your purchase within 30 days of receiving your order.
Please note:
- Orders cannot be cancelled once shipped
- If your order is already in transit, you may request a return after delivery
- To request cancellation before shipment, email info@elinecarter.com as soon as possible
- Return shipping costs remain the responsibility of the customer
Chargebacks & Payment Disputes
If there is any issue with your order, we encourage you to contact us first so we can resolve the matter quickly and fairly.
In the event of a chargeback or payment dispute, we may provide relevant documentation to the payment provider, including:
- Order confirmation
- Shipping and tracking details
- Email communications and submitted images
Initiating a chargeback without first contacting us may delay resolution and may affect future purchasing eligibility.
Important Information
- Approved returns must be shipped to our central fulfillment warehouse in Asia
- Return shipping costs are not covered by Eline Carter
- Customers are responsible for ensuring that returned parcels are shipped using a delivery method where all customs duties, taxes, and clearance fees are prepaid by the sender. Returns sent with unpaid customs charges or consignee-paid customs arrangements may be refused by the warehouse.
- We are not responsible for customs-related delays or clearance issues
- Hygiene-sensitive items returned in used or unsanitary condition will not be accepted
- Returns are not free; shipping and handling charges apply
Contact Us
If you have questions regarding this Return & Refund Policy, please contact our customer support team:
Email: info@elinecarter.com
We are always happy to assist you.
