Refund policy
Effective date: 01-01-2025
At Eline Grey, we want you to feel completely confident in your purchase. While we take great pride in the quality of our products, we understand that sometimes things don’t go as planned. That’s why we handle returns individually and with care, always aiming to treat our customers with fairness and respect.
HOW TO INITIATE A RETURN
To begin the return process, please email our customer service team at support@elinegrey.com and include the following information:
- Your order number
- The item name or SKU
- The reason for your return
Our support team will guide you through the next steps and provide you with the proper return instructions.
Important: Returns sent to any address other than the one we provide will not be accepted or processed.
RETURN WINDOW
We accept returns on eligible items purchased via our website within 30 days of purchase. Please note: All returns are subject to a return shipping fee.
You can pay this fee during the return process. If no payment option is shown, the cost will be deducted from your refund, or we’ll issue a voucher instead.
Refunds are processed within 5–7 business days of receiving your return.
RETURN CONDITIONS
To be eligible for a return, items must be in their original packaging.
Returns that do not meet this condition may be refused.
In the event of deterioration of the goods due to handling that was not necessary to check their quality, properties and functionality, we reserve the right to demand compensation.
RETURN FEES
Return shipping fees are waived in the following cases:
- The item is damaged or has a functional defect
- The wrong color or size was delivered
- The order arrived incomplete
Please notify our customer service team of such cases as soon as possible after delivery. This helps us process your request quickly and ensure a free return where applicable.
REFUNDS
Refunds will be issued to the original payment method and include the product price as well as the standard shipping cost of the original order when the legal right of withdrawal is exercised.
Return shipping costs are the responsibility of the customer unless stated otherwise.
Additional charges for express delivery or special international shipping services are non-refundable.
The refund will be processed after we receive and inspect the returned item and will be issued within the standard processing timeframe.
EXCHANGES
We offer a flexible exchange solution:
As soon as return tracking shows movement, we’ll issue a gift card equal to the value of the returned item (after any applied discounts)
Shipping for the new item will be covered
If the replacement product is more expensive, you’ll cover the difference. If it’s less expensive, we’ll refund you the difference
BUNDLED ITEMS
Items purchased as part of a bundle must be returned together. Individual items from a bundle cannot be returned separately.
CONTACT
If you have questions or need help with your return, please don’t hesitate to reach out to us:
Email: support@elinegrey.com
Whatsapp: +31682097919
Note: Our operational address is not the same as our return address. Always follow the instructions provided by our customer service team before sending any returns.
Eline Grey
Nieuwenhuizenweg 15A
2314XP, Leiden
KvK: 81237790
VAT: NL003543350B31