We apologize for any inconvenience caused by the issues mentioned below. Please review our exchange policy:
Damaged during transit: If you receive a product that has been damaged during shipping, please contact our customer service team immediately and provide relevant evidence of the damage (2-3 photos). We will promptly assess the situation and offer you a free exchange. We will also cover the shipping costs involved in the exchange process.
Wrong item received (size/color): If you receive an incorrect item (e.g., wrong size, color, or style), please contact our customer service team immediately and provide relevant evidence (2-3 photos). We will promptly investigate the matter to determine responsibility. If the error is on our part, we will offer you a free exchange and cover the shipping costs involved. If the error is due to customer preferences or selection, we will assist you in finding a suitable solution.
Stained clothing: If you discover stains on the garment upon receipt, please contact our customer service team immediately and provide relevant evidence (2-3 photos). We will promptly assess the situation and offer you a free exchange. We will also cover the shipping costs involved in the exchange process.
Pattern discrepancy: If the pattern of the received item differs from the one you ordered, please contact our customer service team immediately and provide relevant evidence (2-3 photos). We will promptly investigate the matter and offer you a free exchange. We will also cover the shipping costs involved in the exchange process.
Size mismatch: If you find that the purchased item does not fit properly, please contact our customer service team to discuss the specific circumstances and determine responsibility. We will work with you to find a suitable solution, which may include providing a different size, or style, or offering store credit.
Please note that the customer is responsible for all shipping costs associated with exchanging an item unless the exchange is a result of our error. In such cases, we will cover the expenses incurred during the exchange process.
Once again, we apologize for any inconvenience caused, and we are committed to ensuring your satisfaction. If you have any further questions or concerns regarding our exchange policy, please don't hesitate to contact us at support@elevenoasis.com.
