Return Policy

Return Policy

Order Confirmation & Policy Acknowledgment

By placing an order on our website, you acknowledge that you have read, understood, and agreed to the Evelyn's Collection Return & Refund Policy. By completing your purchase, you confirm that:

  • You have reviewed and accepted our return criteria and timelines.

  • You agree to follow the return process exactly as outlined in this policy.

  • In the event of a chargeback or payment dispute, this policy—along with all related order details and communication records—will be submitted as supporting evidence.

Returns

If you are not completely satisfied with your purchase, you may return eligible items within 30 days of delivery, provided the following conditions are met:

Eligibility Criteria:

  • The item must be unused, unworn, and unwashed.

  • The item must be returned in its original condition and packaging.

  • Only normal handling and visual inspection of the product may have occurred.

  • The customer is responsible for all return shipping and handling costs.

Returns will be processed within 7 business days of receipt at our facility. Evelyn's Collection reserves the right to refuse any return if the product shows signs of misuse, excessive wear, or damage that is not attributable to us.

How to Return

To initiate a return, please follow these steps:

  1. Email us at info@evelyns-collection.com within 30 days of delivery.

  2. Include the following details in your email:

    • Your order number

    • The reason for your return

    • Clear photos of the product (if you are claiming it is defective or damaged)

    • Your full name and original shipping address

  3. Wait for our customer service team to provide explicit return instructions before shipping the product back.

Important: Do not send items back to the sender’s address listed on your package without prior approval; unauthorized returns may be rejected. We highly recommend using a trackable shipping service and retaining your proof of shipment until your return has been fully processed.

Defective or Damaged Items

If your order arrives defective or damaged, please contact us within 2 days of delivery at info@evelyns-collection.com and provide:

  • Your order number.

  • A brief description of the issue.

  • Clear photos (or a short video) demonstrating the defect or damage.

Once verified by our team:

  • We may offer a replacement, depending on inventory availability and the type of issue.

  • In certain cases, a physical return of the defective item may not be required.

  • Replacements for defective items are typically processed and shipped within 7–14 business days.

Lost or Unclaimed Orders

If your package is lost in transit:

  • Please contact our support team immediately with your order number and tracking details.

  • We will assist you in filing a claim with the courier and arrange for a replacement or refund if the package is confirmed as lost.

If a package is refused at delivery, goes unclaimed, or is returned to us due to an incorrect shipping address provided at checkout, a €35 deduction (or equivalent) will be applied to your refund to cover the resulting administrative and return shipping costs.

Cancellations & Right of Withdrawal

You may cancel your order within 30 days of receipt in accordance with applicable consumer protection laws. However, because our order fulfillment process is highly automated, orders cannot be paused or stopped once they have been shipped. If your order has already been dispatched, you must wait for delivery and initiate a standard return following the steps above.

To request an order cancellation before it has shipped, please email us immediately at info@evelyns-collection.com with a clear request to withdraw your order. As always, the buyer is responsible for any return shipping costs once an item is dispatched.

Chargebacks & Dispute Resolution

If you experience any issues with your order, please reach out to us first. The Evelyn's Collection team is committed to resolving matters promptly, fairly, and amicably.

If a chargeback or dispute is filed against us, we will provide your bank or payment provider with all necessary supporting documentation, including:

  • Your order confirmation and terms agreement.

  • Shipping and tracking details.

  • All email correspondence and provided photos.

Submitting a chargeback without contacting our support team first may significantly delay the resolution process and could affect your eligibility to place future orders with our store.

Important Notes

  • All returns must be sent to our central warehouse in Asia at the customer’s expense.

  • We are not responsible for transit delays or issues related to international customs clearance.

  • For hygiene-sensitive items, returns submitted in an unsanitary or used condition will be strictly rejected.

  • Returns are not free—shipping and handling fees apply and are the responsibility of the customer.

Contact Us

If you have any questions regarding this policy, please reach out to our Customer Support Team at info@evelyns-collection.com. We are always happy to assist you!