You have 14 days to return faulty good(s) from the day that you receive the good(s). 
We ask that you request your Returns Authorization number within 7 days (returns outside these timeframes cannot be accepted) of receiving your order by emailing

  • Please quote your order number, which you will find on your Payment Order.
  • Please explain the reason why you want to send your item(s) back. Please provide full details and photo of faulty item.

Please note that damaged items as a result of wear and tear are not considered to be faulty.
ELENA LOKK does not pay the postage of any unwanted items unless they are faulty. Goods are classified as faulty if they are received damaged.
You as the customer are responsible for the payment of postage/shipping for returns.

We prefer that items are returned to us via DHL or our Premier service companies to ensure that they are protected and insured during transit. However, you may return the goods by any secure means.
Please note that ELENA LOKK may not accept liability for goods that are not returned via DHL or Premier service companies.
Items should be returned in their original packaging to ensure they are adequately protected in transit. 


Your refund will be credited to match the original method of payment.
Customs duties and taxes are non refundable.
You may be able to claim these back by contacting your local customs bureau.
A full refund will be made within 30 days of your cancellation following inspection of the returned product. It is the customer's responsibility to return the item in perfect condition.