Returns and Refunds Policy
We have a 30-day return policy, meaning you have 30 calendar days from receiving your item to request a return.
For orders placed within the European Union, this commercial period extends the minimum legal right of withdrawal of 14 days, without the need for justification.
To be eligible for a return, your item must be in the same condition that you received it, with no signs of use beyond what is necessary to check its nature and function, with tags, and in its original packaging.
To start a return, you can contact us at info@elenareyes.shop.
Please note that returns must be sent to the following address:
Carrer de Julián Ribera 31, 46740 Carcaixent, Valencia, Spain,
or to an address indicated by us.
Return shipping costs will be borne by the customer and will not be refunded, in accordance with the provisions of article 108.1 of Royal Legislative Decree 1/2007, of November 16.
Once the return is approved, the product amount and the initial shipping costs corresponding to the standard shipping method will be refunded.
Additional costs arising from express or special shipping will not be refunded.
Items sent back to us without first requesting a return will not be accepted.
For any return questions, you can contact us at info@elenareyes.shop.
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.
In these cases, we will cover all costs associated with the return, including shipping costs, regardless of the destination country.
Certain types of items cannot be returned, including:
If you have questions or concerns about your specific item, please contact us before purchasing.
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.
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 calendar days, for any reason and without justification.
The item must be in the same condition that you received it, unused beyond what is necessary for inspection, with tags, and in its original packaging.
Return shipping costs will be borne by the customer.
In case of withdrawal within the European Union, the refund will include the product amount and the initial shipping costs corresponding to the standard shipping method, in accordance with current regulations.
We will notify you once we’ve received and inspected your return, and inform you if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within a maximum of 14 calendar days from approval.
Please remember it can take some additional days for your bank or credit card company to process and post the refund too.
If more than 14 calendar days have passed since the return approval and you have not received your refund, please contact us at info@elenareyes.shop.
| Region | Return period | Notes |
|---|---|---|
| Spain | 14 calendar days (right of withdrawal) | No justification needed |
| Mexico | 30 calendar days | Item in original condition |
| United States (USA) | 30 calendar days | Item in original condition |
* Shipments outside the European Union may be subject to taxes, tariffs, or customs fees, which will be the responsibility of the customer.
For any additional queries, our customer service team is available at: