Refund policy

Effective Date: August 30, 2026

At Elysi Luggage LLC, we want you to feel confident shopping with us. This Return & Refund Policy explains how returns, refunds, exchanges, damaged items, made-to-order products, and Buy Now, Pay Later purchases are handled.

1. Standard 30-Day Returns

For eligible products, you may request a return within 30 days of receiving your order.

To qualify for a return, the item must:

• Be unused, unworn and in the same condition in which it was received
• Include any original tags, accessories and components
• Be returned in its original packaging
• Include proof of purchase or your order number

Returns that do not meet these requirements may be refused.

Please do not send any product back without contacting us first. The correct return instructions and return location may vary depending on the product.

To request a return, email support@shopelysi.com with your order number, the item you would like to return and the reason for the return.

2. Made-to-Order & Personalized Products

Some Elysi products are produced specifically for you after your order is placed.

Because these items are made to order, we generally cannot accept returns or exchanges for:

• Change of mind
• Ordering the wrong size or colour
• Personalized or customized products
• Customer errors when submitting personalization details

However, if a made-to-order product arrives damaged, defective, incorrectly produced or materially different from what you ordered, please contact us within 30 days of delivery.

Include your order number and clear photographs showing the issue. Depending on the circumstances, we may offer a replacement, reprint or refund.

You may not be required to return a damaged or defective made-to-order item. We will provide instructions after reviewing your claim.

This reflects the current policy applicable to the production of our made-to-order products, where change-of-mind returns are generally not supported but manufacturing defects or damage reported within 30 days may qualify for a reprint or refund. 

3. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective or you receive the wrong product, contact us as soon as possible at support@shopelysi.com.

Please provide:

• Your order number
• A description of the problem
• Clear photographs of the product and, where relevant, its packaging

We will review the issue and determine the appropriate resolution, which may include a replacement, reprint or refund.

4. Non-Returnable Items

Unless required otherwise by applicable law, we cannot accept returns for:

• Personalized or customized products, except where defective or incorrectly produced
• Made-to-order products due solely to change of mind, incorrect size selection or incorrect colour selection
• Gift cards
• Digital products
• Items that have been used, worn, altered or damaged after delivery
• Items returned without prior authorization

Please contact us before purchasing if you have questions about whether a particular item is eligible for return.

5. Sale Items

Unless otherwise stated or required by applicable law, items marked final sale or clearance are not eligible for change-of-mind returns.

A discounted price alone does not affect your rights if an item arrives damaged, defective or incorrect.

6. Return Shipping

For approved standard returns, customers are responsible for return shipping costs unless the item was damaged, defective or incorrect when received.

Original shipping charges are generally non-refundable unless required by applicable law or the return results from an error on our part.

Where a physical return is required, we recommend using a trackable shipping service.

Do not mail a return to our business address unless we specifically instruct you to do so. Once your return request is approved, we will provide the appropriate return instructions and address.

7. Exchanges

For eligible non-custom products, the fastest way to receive a different item is generally to return the original item after receiving return authorization and place a new order.

Made-to-order and personalized items cannot normally be exchanged because of a change of mind, incorrect size or colour selection.

If your item arrives defective, damaged or incorrectly produced, please contact us so we can determine whether a replacement is appropriate.

8. Refunds

Once an eligible returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please allow approximately 5–10 business days after approval for the refund to appear, depending on your bank or payment provider.

Processing times after we issue the refund are controlled by your financial institution and may vary.

If more than 15 business days have passed since we approved your refund, contact us at support@shopelysi.com.

9. Afterpay & Other Buy Now, Pay Later Purchases

If you paid using Afterpay or another Buy Now, Pay Later service, approved refunds will be processed through the original payment method/provider.

Once we process the refund, the provider will update your payment plan according to its own terms. Depending on the amount refunded and payments already made, the provider may reduce future instalments, cancel remaining payments or return money already paid.

Elysi Luggage LLC does not control the payment provider’s processing times, instalment adjustments or account procedures after a refund has been submitted.

For questions about your payment schedule after we have processed a refund, please contact the relevant payment provider directly.

10. European Economic Area / European Union Cooling-Off Rights

Where applicable consumer law gives customers in the European Economic Area or European Union a statutory right to cancel an online purchase, those rights will continue to apply.

Certain products—including goods made to the customer’s specifications or clearly personalized—may be excluded from statutory cooling-off rights.

Nothing in this policy is intended to limit rights that cannot legally be excluded.

11. Contact Us

For return, refund or order-related questions, contact:

Elysi Luggage LLC
1118 Kennebec Street
Oxon Hill, MD 20745
United States

Email: support@shopelysi.com
Phone: +1 (207) 449-8564

Customer Support Hours:
Monday–Friday: 9:00 AM–5:00 PM ET
Saturday–Sunday: Closed