Refund policy

Refund & Returns Policy

1. Returns for Unwanted Items

We offer a 30-day return window from the date your order is delivered.
To start a return or exchange, please contact our support team first at support@elevate-fr.com for approval and instructions.
Returned items must be unused, unworn, unwashed, and in their original packaging. Please include your full name, address, and order number in the parcel.
Keep your proof of postage or tracking, as we cannot be responsible for lost parcels.
Return shipping costs for unwanted items are non-refundable, and customers are responsible for the cost of sending items back to our UK returns address.

2. Cancelled Orders

You may cancel an order within 6 hours of purchase if it has not yet been shipped.
To cancel, email support@elevate-fr.com  with your order number.
Once an order has entered the shipping system, it cannot be cancelled. Please allow the delivery to complete and then request a return.
If a parcel is refused at delivery, the courier will dispose of it and a refund cannot be issued.
Approved cancellations will be refunded within 3–5 working days, though some banks may take longer to show the refund.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives and contact us immediately if it is damaged, faulty, or incorrect.
We may request photo or video evidence to assess the issue.
Once approved, faulty or incorrect items should be returned to our UK HQ for inspection.
If confirmed defective, we will issue a full refund or replacement, including return postage costs.

4. Exchanges

To request an exchange, email support@elevate-fr.com  and include “EXCHANGE” in the subject line.
Our team will confirm stock availability and provide next-step instructions.
All exchanges must be requested within 30 days of receiving your order.
If the requested item is unavailable, we will offer an alternative or issue a refund.

5. Refunds

Once we receive and inspect your return, we will confirm approval and process your refund to your original payment method.
Refunds are usually completed within 3–5 working days after approval, though your bank or payment provider may take longer to display the funds.

6. Parcels Returned to Sender or Not Collected

If your parcel is returned because the address provided was incorrect or the courier could not complete delivery and it was not collected within 7 days, the parcel will be destroyed by the courier and we will not be able to issue a refund or re-ship.
Please check your shipping address carefully at checkout and collect any parcels promptly once notified.

7. Lost or Stolen Parcels

If you believe your parcel is lost or stolen, please contact support@elevate-fr.com.
We will verify your shipping details and liaise with our logistics partner to investigate the issue.

8. Shipping Delays and Priority Processing

If your parcel has not arrived within 30 working days of dispatch, you are entitled to a full refund.
Orders with Priority Processing are handled first at our warehouse but follow standard delivery times once dispatched.

Need Help?

For any questions or to start a return, exchange, or claim, please email support@elevate-fr.com.
Our support team aims to reply within 1–2 working days.