Refund and Exchange Policy

Return & Exchange Policy

At Elanora Secrets, we take pride in delivering premium quality intimatewear and soft luxury essentials. Because intimate apparel requires strict adherence to hygiene standards, our return and exchange process is guided by specific terms to ensure the safety and satisfaction of all our customers.

1. Exchange Policy Overview

  • No Refunds: Due to health, safety, and hygiene reasons, we do not offer cash refunds or returns on any intimatewear items once an order has been delivered.

  • Exchanges Only: We gladly offer size or item exchanges for eligible products within 7 days of receiving your parcel.

2. Eligibility for Exchange

To be eligible for an exchange, your item must meet the following criteria:

  • The exchange request must be initiated within 7 days from the date of delivery.

  • The product must be unworn, unwashed, unused, and in its original condition.

  • All original tags, packaging, inserts, and garment bags must remain intact.

  • Any item that shows signs of wear, odor, perfume, makeup stains, or washing will be refused and returned to the customer at their expense.

3. Damaged, Defective, or Incorrect Items

If you receive a product that is defective, damaged in transit, or incorrect in size/style compared to what you ordered:

  • Contact us within 24 to 48 hours of receiving your package via Instagram DMs (sales@elanorasecrets) or email with your Order Number and clear photographic/video evidence of the issue.

  • Once verified, we will arrange a replacement free of charge.

4. How to Initiate an Exchange

  1. Contact Us: Reach out to us on Instagram (@elanorasecrets) with your Order Number, the item(s) you wish to exchange, and the reason or required new size.

  2. Verification: Our team will review your request and confirm eligibility.

  3. Dispatch & Return:

    • Self-Ship: You may be asked to send the package back via a local courier service to our designated address.

    • Reverse Pickup / Swapping: Where available, our courier partner will deliver your new parcel and collect the exchange item simultaneously.

5. Shipping & Handling Charges for Exchanges

  • Customer Responsibility: If you are requesting an exchange due to size choice or personal preference, the customer is responsible for both the return shipping fee and the delivery charge for the new item (standard flat delivery rate of PKR 250–300).

  • Our Responsibility: If the exchange is due to a defective, damaged, or incorrectly shipped item by Elanora Secrets, we will cover all courier and shipping costs.

6. Sale & Promotional Items

  • Items purchased during clearance sales, flash sales, or using special promotional discount codes are final sale and are not eligible for exchange or store credit, unless the item arrived defective or damaged.

7. Contact Information

If you have any questions regarding our Return & Exchange Policy, please reach out to us:

  • Instagram: @elanorasecrets

  • Brand: Elanora Secrets — Soft Luxury, Timeless Confidence.