Returns & Refunds Policy

Last Updated: 12/12/2025

At Elemental, every garment is a unique creation. We do not hold stock; instead, we craft each piece specifically for you once your order is placed. This slow fashion model allows us to honor the planet by avoiding overproduction and waste.

Because of the nature of our production process, our return policy is different from traditional retail brands. Please read the following carefully.

1. Our Policy: Conscious Consumption

We ask our community to purchase with intention. Returning a made-to-order item implies that a garment crafted specifically for one person must now find a new home or be re-processed. This involves re-production and embroidery, which delays delivery times and generates unnecessary environmental impact.

 

Therefore, we do not accept returns or exchanges for change of mind, wrong size selection (if the item matches our size guide), or stylistic preference.

2. Eligibility for Returns

We stand behind the quality of our craftsmanship. You are eligible for a return or exchange only under the following circumstances:

  • Defective or Imperfect Items: If the garment arrives with a manufacturing defect or material imperfection.

  • Wrong Item Sent: If you received a product different from what you ordered.

3. Timeframe for Reporting

If you receive a defective item, you must notify us within 24 hours of receipt.

  • Please email us at [Your Email] with your order number and clear photos of the defect.

  • Claims made after this 24-hour window will not be accepted.

4. The Exchange Process

If an exchange is approved due to a defect:

  1. Return Shipping: The item must be returned in the exact same condition as it was sent (unworn, unwashed, with tags).

  2. New Production: Please note that an exchange restarts the process as a new order. This means the standard production time (approx. 8 business days) will apply again before we can ship your replacement.

  3. Shipping Costs: Shipping costs for returning the item are the responsibility of the buyer.

5. Refunds

Refunds are only issued for defective items where a replacement is not possible or desired.

  • Once we receive and inspect the returned item, we will process your refund within 48 hours.

  • The refund will be issued to your original payment method (PayPal or Bank Transfer).

     

6. EU Right of Withdrawal Exception

For customers located in the European Union: Pursuant to Article 16(c) of the Directive 2011/83/EU on consumer rights, the right of withdrawal (the standard 14-day cooling-off period) does not apply to contracts for the supply of goods that are made to the consumer’s specifications or are clearly personalized. By placing an order with Elemental, you acknowledge that our garments are made-to-order and therefore exempt from the standard right of withdrawal.

7. Need Help Sizing?

To avoid issues with fit, we highly recommend consulting our Sizing Guide or contacting us before purchasing.

  • Many of our pieces (like Thai pants and Silk jumpsuits) are adjustable or “one size” to fit diverse bodies.

  • For specific sized items (like Embroidered Jumpsuits), we are happy to assist you personally via our chat or email.