Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@loselegancia.shop. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@loselegancia.shop.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@loselegancia.shop

At Los Elegancia, we want you to feel confident every time you shop with us. We carefully select and prepare our products, and we are committed to providing a smooth and transparent experience from purchase to delivery.

Please review the following policy before placing your order.

1. Return Eligibility

We accept eligible return requests made within 7 days of delivery.

To qualify for a return, the item must:

• Be unused, unworn and in its original condition.

• Be returned with its original packaging, tags and accessories where applicable.

• Not show signs of damage, alteration, washing, staining or use.

• Be accompanied by valid proof of purchase.

Los Elegancia reserves the right to assess the condition of returned items before approving a return.

2. Change of Mind & Customer Preference

If you change your mind, select the wrong size or colour, order the wrong product, or simply decide that the item is no longer suitable, you may request a return provided the item meets our return conditions.

In these circumstances:

• The customer is responsible for the return shipping cost.

• Original shipping charges are generally non-refundable.

• Any applicable return costs may be deducted from the refund where permitted.

• The item must reach us in its original, unused condition.

We encourage customers to carefully review product descriptions, measurements, sizes, colours and specifications before completing an order.

3. Damaged, Defective or Incorrect Items

If you receive an item that is:

• Damaged upon arrival;

• Defective;

• Different from the product you ordered; or

• Materially inconsistent with its description,

please get in touch with us as soon as reasonably possible after delivery.

Please provide your order number, a description of the issue and clear photographs or videos of the product and packaging where applicable.

Where the issue is confirmed to have resulted from an error attributable to Los Elegancia, we will work with you to provide an appropriate remedy, which may include:

• A replacement;

• An exchange;

• Store credit; or

• A refund,

subject to product availability and applicable law.

Where Los Elegancia is responsible for the issue, we will cover the applicable return shipping costs.

4. Non-Returnable Products

For hygiene, safety and product-integrity reasons, certain products cannot be returned once opened, used or removed from their original protective packaging.

These may include:

• Cosmetics and makeup;

• Skincare and personal-care products;

• Perfumes and fragrances that have been opened or used;

• Wigs and hair extensions that have been worn, altered or used;

• Earrings and other hygiene-sensitive items;

• Underwear and other intimate apparel where applicable;

• Personalised or customised products; and

• Products clearly identified as Final Sale or Non-Returnable at the time of purchase.

This does not affect any mandatory rights that cannot lawfully be excluded.

5. Sale & Promotional Items

Sale and promotional items may be eligible for return unless the product is specifically identified as Final Sale or otherwise excluded from returns.

Any applicable return conditions will be communicated on the relevant product page or at the time of purchase.

6. Return Approval

Please do not send an item back before contacting Los Elegancia and receiving return instructions.

Once your return request is received, we may ask for photographs or additional information to assess the product and determine whether it qualifies.

If approved, we will provide the relevant return instructions.

Items returned without prior approval may not be accepted.

7. Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Where a refund is approved, it will generally be issued using the original payment method where reasonably possible.

The time required for the refund to appear in your account may vary depending on your bank, card issuer, mobile-money provider or other payment service provider.

Unless required otherwise by applicable law, original shipping charges are generally non-refundable.

8. Exchanges

Eligible products may be exchanged where the requested replacement is available.

If the replacement item is unavailable, we may offer an alternative resolution such as store credit or a refund, as appropriate.

For customer-preference exchanges, the customer may be responsible for applicable shipping costs.

9. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing the order.

Before Dispatch

Orders cancelled before dispatch may generally be cancelled without a return shipping charge, subject to applicable law.

After Dispatch

Once an order has been dispatched, cancellation may no longer be possible. The customer may instead need to follow the applicable return process and may be responsible for return shipping and other applicable delivery costs where permitted.

Customised or personalised orders may not be cancellable once preparation or production has commenced.

10. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information when placing an order.

If an order is returned to Los Elegancia because of an incorrect, incomplete or undeliverable address supplied by the customer, additional delivery or return charges may apply before the order can be resent.

11. Items Damaged After Delivery

Los Elegancia cannot normally accept returns for damage caused after delivery through misuse, improper care, accidents, alterations, normal wear and tear or failure to follow product-care instructions.

Where applicable, please follow the care instructions supplied with your product.

12. Refunds for Unavailable Products

If Los Elegancia accepts an order but subsequently determines that the purchased product is unavailable and cannot reasonably be fulfilled, we may contact you to offer an alternative product, store credit or a refund.

Where a refund is selected, the applicable amount will be returned through the original payment method where reasonably possible.

13. Consumer Rights

This policy is intended to operate alongside applicable consumer-protection and other mandatory laws.

Nothing in this policy is intended to remove, restrict or replace any statutory rights that cannot legally be excluded or limited.

14. Contact Us

For return, refund or cancellation enquiries, please contact Los Elegancia through the customer-service contact details provided on our website.

When contacting us about an order, please include your order number and the email address or telephone number used when placing the order.