• ELBORN Shopping Guide
    E**** | 2019-06-11

  • Dear. ELBORN Customers,

    Please refer to the following guide for shopping on our website. 

    1. Purchase method

    We are posting following information on the official website (en.elborn.kr) and on Instagram's official account (@elborn_official) before the item get released:

    - Product details

    - Sales date and update time

    - Order deadline (for pre-orders only)

    We offer payments through Paypal. We use EURO(€) for all items listed on the English website and depending on the card issuer, different exchange rates may apply on your orders.

    We ship internationally with DHL Express. The international shipping rates, fees, and delivery period may vary depending on the delivery address and country, also the volume of the goods.  

    We recommend you to visit the DHL Express official website for more information.

    2. Shipping

    Shipping Method : DHL

    Shipping Area : A Region.

    Shipping Rate : Overseas Shipping: Shipment fee will be charged differently depending on the ordered item's weight.

    Delivery Time : 7 - 10 days

    Please take into consideration that some products may take additional time for delivery and processing.

    Important: Your order is shipped once your payment has been cleared. Please contact our customer service center (1:1 INQUIRY) if you would like to request an exchange or return on your order.

    - Customs and Duties

    The recipient will be held responsible for international shipments which may be subject to import duties and taxes. Please be advised that these charges are levied by the destination country and we do not have control over them. In the case that the recipient refuses to receive the parcel, the order will be returned to Korea and will not be re-shipped. Relevant expenses (round-trip shopping, customs, etc.) will be deducted from the refund.

    * Orders shipped outside of Republic of Korea may be subject to import taxes, custom duties and fees levied by the destination country. ELBORN cannot determine the exact amount of these fees in advance. The duties, taxes and fees will be the responsibility of the recipient.

    When we dispatch your order for delivery you will receive a tracking number by email or text. Once in receipt of this tracking number you can check the current status of your shipment.

    Shipped with DHL: Check status of package


    3. Pre-order and Delivery

    For pre-order products, it takes at least 12 to 14 business days for the product gets ready.

    (There may be changes in the schedule, depending on the production conditions and holidays.)

    The "Shipping Info" tap - at the top of the product detail page - guides you through the "Estimated Shipment Date". All delivery schedule follow the "Date of Shipment".

    Depending on your region, the time to receive may vary.

    Please note that you can find details regarding the order deadline and the expected delivery date of the products in the "Shipping Info" tap upon purchasing, and you cannot cancel any orders without confirming the information given ahead.

    4. Out of stock and Restock

    Due to many reasons, every item cannot be restocked - usually because of the limited quantity of quality materials. Once each item gets sold out, there is not much chance they will be restocked or re-ordered.

    The items marked as “Out of Stock” are no longer be sold - however, some might be available again.

    Once the item is back in stock or the restocking of items is confirmed, we will post a pop-up notice on our official website with details.

    5. Exchange / Return procedures and regulations

    We hope that you will always be satisfied with the product you ordered, but if you need to exchange or return the product you received, please proceed with the exchange/return application by following the regulations below. 

    The refund will be fully made by the same method you used to pay- by Paypal refund. 

    For international orders, the customer should afford the cost of delivery when processing the exchange/return.

    (Pre-paid EMS or Air Courier of your preference)

    *In case of exchange/ return of defective product, the company takes charge for the shipping cost.

    You must indicate your intention within 3 days of receipt of shipment for the exchange or return of the product. (including defective product)

     • In order to exchange or return purchased goods, please leave a relevant request at the 1:1 inquiry board on site. 

    Goods that have been exchanged or returned must arrive at us within 7~10 days (except weekends and holidays) of the date of receipt.

     • The inquiry received on weekends and holidays will be responded on the regular work days. 

     • Our CS Team will answer the questions on the business day sequentially. 

    In the case of an exchange, it is only possible when an exchange inventory is available. (Refund is also possible.)

     • Regarding defective products, customers must indicate their intent to exchange or refund within 7 days of receipt of shipment. 

     • Items sent without proper consultation will be classified as an "unconfirmed product" and returned. 

     • When returning the package, include all accessories (hangers, garment covers, etc.) as you received the product for the first time. 

       If any of the components are missing, further process will be suspended. 

     • Items in bright colors, knitwear, or crease-sensitive products cannot be exchanged or returned.

       (Please refer to care instructions for each item upon placing the order) 

     • 1:1 order-made product (shoes), products on sale/promotion are not the subject for the exchange/return. 

     • Jewelry products cannot be returned for hygienic reasons.

    6. How to return

    (Please repack the item carefully.)
    Once we received the product, it usually takes 2-3 business days to complete the refund process.

    Exchange and return address:

    #302, 49, Achasan-ro, 
    Seongdong-Gu, Seoul, Korea
    T) +82-70-4232-9399

    7. Related to product defects

    All products are thoroughly inspected by quality control through a professional inspection company before shipment.
    However, you could always leave an inquiry via website for any concerns about the defect found.

    Therefore when unpacking, please check the condition of the product before removing the tags or wearing it.

    Also, please be careful to wear the product on the first trial. Depending on the product, the product loses its very first quality after trying it even only once.

    7-1. Cases of impossible exchange or refund

    The exchange or return is only possible when the returned item is in perfect condition.

    We cannot accept the products in the following cases: 
     • Severe marks (worn, torn, contaminated, smell – perfume, make-up stains, detergents, etc.) 
     • Washed or repaired items 
     • Products with no tag on 
     • In case of intentional damage for minor miscellaneous for return 
     • Minor issue with lining or sewing finish 
     • Severe crumpling, uneven lining, etc. 

    * Issue occurred with unawareness of product care instructions, the minor parts that occur during mass production process,
    such as sewing seam and wrinkles due to delivery, the finish of the button hole and the bond mark on the shoes, cannot be the reason for the product defection.

    If you find defects on products before wearing them, please check again before requesting for a return.

    8. Customer Service operation hours

    E-mail and 1:1 inquiry board is always open for inquiries.
    However, the response may not be prompt; we will get back to you ASAP.

    Thank you for using ELBORN.

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