Returns, Exchanges & Refunds

Elara Voss dresses the working week, and these terms are written with the same precision we give a lapel. Returns, exchanges and refunds are set out in full below.

Returns and exchanges

You have 7 days from delivery to raise a return or an exchange.

Handcrafted and made to order

Every Elara Voss piece is handcrafted and made after your order is placed. Slight differences in stitching, finish or dimension between pieces are inherent to handmade production and are not defects.

We make standard sizes only and do not offer custom or made-to-measure pieces, so the terms below apply in full. Standard-size fit returns and approved defect or damage refunds follow the gift-card policy and ₹199 deduction below.

What we accept

Pieces are accepted back in the condition in which they were sent. Items must be unused and unworn, in original condition, with all tags attached and in their original packaging.

What we cannot accept

  • Items worn, washed, altered or damaged after delivery
  • Items with tags removed or original packaging missing
  • Requests raised more than 7 days after delivery

Minor colour variation between your screen and the piece in your hands comes from display and device differences. It is not a defect.

Who can raise a return

Only the person who placed the order. Every request is verified against the order ID and the registered email or phone number, so returns, exchanges and claims raised by anyone else, including gift recipients, cannot be processed.

How the pickup works

Reverse pickup is arranged through Shiprocket once your return is approved. Keep the item packed with its tags attached and ready for collection. Before approval, we ask you to confirm in writing that it will be returned unworn with its tags attached.

A ₹199 deduction applies to approved refunds on all orders, including brand-fault claims. Nothing is collected up front. We state the exact gift-card value when your request is raised; any source-refund exception remains subject to review and approval. The only fee-free exception stated here is an item that becomes unavailable before fulfilment.

Where a pincode is not serviceable for reverse pickup, collection is arranged through an alternate delivery partner. This takes longer than a standard pickup, and we say so when the return is approved.

Exchanges

A fit correction on a standard size is straightforward. Exchanges are available for both size and variant. If the requested item is unavailable, a different product can be selected with your agreement.

Partial returns

Part of a multi-item order can be returned. The refund is calculated on the items returned.

Damaged, wrong or missing items

Each piece is inspected before dispatch. Where something arrives damaged, incorrect or incomplete, we resolve it directly.

Unboxing video

A clear, continuous unboxing video is required for all three. It must:

  • Start before the sealed package is opened
  • Show the condition of the package and the product clearly
  • Reach us with your order details within 48 hours of delivery

Without a valid unboxing video a claim cannot be processed. Photographs alone are not sufficient.

How a claim is resolved

The video is reviewed alongside your order details. Approved claims are resolved with a replacement or a refund under the refund policy below, depending on stock, and are processed within 7–10 working days. A reported defect does not automatically establish refund eligibility; the claim is reviewed first.

Where the wrong product or colour was shipped and an exchange is approved, we arrange and pay for pickup and re-dispatch. If the resolution is a refund, the ₹199 deduction and refund method below apply.

If a parcel arrives visibly tampered with, refuse the delivery and tell us immediately. That is stronger evidence than any video.

Before reporting an item missing, check whether the order shipped in more than one parcel. Multi-item orders can travel separately, with separate tracking.

Refunds

Your refund method, amount and sequence are set out below.

For returned products, a refund is initiated only once the item reaches our warehouse and clears quality check. Not at pickup, and not in transit. Confirmed missing-item claims are reviewed separately because there is no received item to return.

  1. Return approved
  2. Reverse pickup
  3. Received at our warehouse
  4. Quality check passed
  5. Approved refund value calculated after the applicable deduction
  6. Store gift card issued, or approved exception processed

Approved refunds are issued as a Elara Voss gift card, redeemable only on the Elara Voss online store. A ₹199 deduction applies to approved refunds on all orders, including damaged, defective, wrong-item and wrong-colour claims. This applies to prepaid and paid Cash on Delivery purchases. Refunds to the original payment method may be offered in select cases, subject to review and approval. The ₹199 deduction also applies to an approved source refund, except for the unavailable-stock exception below. Prepaid return-to-origin refunds are gift-card only.

For example, an approved refundable amount of ₹2,499 less ₹199 results in a ₹2,300 Elara Voss gift card. The fee-free unavailable-stock exception is explained below.

If a returned item fails quality check, whether worn, washed, tags cut or damaged after delivery, it cannot be refunded. There is no partial refund and no store credit in these cases, which is why the piece must go back unworn with its tags attached.

Cancellations and changes

Your piece is made once the order is placed, which is why an order cannot be withdrawn after payment. Once an order is placed and paid for, it cannot be cancelled.

Address changes are the exception. Send us the complete corrected address before dispatch. We check dispatch status and confirm the correction in writing before updating it. After dispatch the address cannot be changed through this process. An unsuccessful delivery may return to origin.

If an item becomes unavailable after you place a paid order, we will notify you and let you choose either a Elara Voss gift card worth the actual amount paid for the unavailable item after discounts plus 20% (120% of that amount), or a refund of 100% of that amount to your original payment method. No ₹199 deduction applies to either option. The gift card is redeemable only on our online store. This applies to the unavailable items, not to other items that can be fulfilled. Your chosen refund is processed within 5–10 business days after your choice is confirmed. No return or warehouse quality inspection is required for an item that was never dispatched. If payment has not been collected, there is no payment to refund.

Returned-to-origin orders

Once return to origin is initiated, we contact you about reshipping. If you decline or remain unreachable, we close the order and do not reship.

Cash on Delivery orders cancelled at this stage are simply closed and nothing is owed. For prepaid orders that are not re-shipped, once the parcel is received back and clears quality check, the refund is issued only as a Elara Voss gift card, valid only on our online store, with ₹199 deducted from the refundable amount.

Considered in the making. Precise in the detail.
Last updated 8 October 2026.