Not in love with your new purchase? Please contact our customer service team, we’d be more than happy to help you sort your issue out and find the best solution for you!
At Elephantsity you can feel 100% safe ordering footwear online! We offer one free size replacement if the shoes you ordered don't fit. You just have to pick the size you would like to try and we will send it to you absolutely for free. You can choose a replacement 2 sizes bigger or smaller than the ones delivered. More than 2 sizes will be considered a customer input error, in this case we are not able to replace your order. (replacement requests are accepted up to 30 days after product delivery.)
Order Modifications or Cancellation
Since our products are made to order and custom printed, cancellations are not accepted, all purchases should be considered final, however if you wish to cancel your order please contact us promptly within 12 hours of order placement. Our team will attempt to cancel the order with our factory. Please note that cancellation is not guaranteed.
At Elephantsity, we are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing or incorrect product. Thankfully it is rather unusual! But, if it is the case, we guarantee a 100% satisfaction to all of our customers by offering a free replacement order or a refund on the affected items.
All we need is your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item. Please contact us by email at firstname.lastname@example.org and one of our helpful support staff will organize a reprint or a refund for you!
Order not received
If your item has not arrived within 45 days for home decor products, shoes, boots, hooded blankets, hoodie dress, car seat covers, luggage covers or bags after having ordered, contact one of our representatives through our contact us page for a free replacement order or a full refund of your purchase. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.)
Since your product is custom printed just for you, we do not take returns. We will replace defective items or an incorrect order simply by receiving a photograph showing the specific problem with the product and by including the order number.
Customs,Duties, and Taxes
Elephantsity is not responsible for any customs and/or taxes applied to your order. We export products to dozens of countries which all have completely different laws of taxation. All fees imposed by your government during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
To request assistance with any order please make sure that:
The product was received in the last 30 days
The product is unwashed, unworn and unused
The product itself or the printing is defective OR the final product is different than the one you ordered