After-Sale Policy

1. Introduction

This After-Sale Policy explains how Elvork handles issues that come up after a purchase — including damaged or missing items, order disputes, refunds, and replacements. Please review it before reaching out, as it will help your request get resolved faster. All after-sale requests must go through our official support channel below.

2. How to Report an Issue

To help us review your case quickly, please include:

Clear photos or a short video showing the problem (for example, product damage or an incorrect item). If photos aren't enough to show the issue, a video is best.
Your order number and the date of purchase.
A brief description of what went wrong.

Send this information to elvork.store@gmail.com and our team will get back to you as soon as possible.

3. Orders That Haven't Arrived

If your tracking shows no movement, is stuck in transit, or your order hasn't arrived by the expected delivery window, let us know and we'll look into it with our shipping partners.

If there's been no successful delivery within 45 days of your order shipping, we will open an investigation and work toward a resolution.
Sometimes a package is held at a local post office due to an incomplete address, a missed delivery attempt, or an incorrect phone number — in these cases, we recommend also contacting your local post office directly, as they can often release the package faster than we can from our end.
If tracking shows the package as delivered but you haven't received it, let us know. We'll investigate, though this process can take some time and we can't guarantee a specific outcome.

4. Damaged or Defective Products

We want every order to arrive in great condition. If it doesn't:

Badly damaged on arrival: you're entitled to a full refund or a replacement.
Partially damaged (not including very minor cosmetic issues like a loose thread or a small scuff): you're entitled to a partial refund or a replacement.

Please report damage within 30 days of delivery, along with photos or video, so we can process your claim.

5. Missing or Incorrect Items

Wrong item received: full refund or replacement.
Wrong color/size that doesn't affect the product's use: refund or replacement once you share a photo/description of the issue.
Missing parts or accessories: we'll send the missing piece, or offer a partial refund if it doesn't affect how the product works; if it does affect function, we'll send a full replacement.

For size-related concerns, please measure the item using the method in the product listing and send us a photo of your measurement — this speeds up review significantly.

6. Order Cancellations

You can cancel your order for a full refund as long as it hasn't yet been processed for shipment. Once an order has shipped, it can no longer be cancelled, and our standard return process applies instead. Custom, personalized, or made-to-order items generally can't be cancelled once production has started.

7. Returns

General Return Conditions

We accept returns within 7 days of delivery for items without a quality issue. In this case, return shipping is the customer's responsibility, and the item should be sent back in its original condition.

If the product has a quality issue, the refund/replacement terms in Section 4 apply first. If you'd still prefer to return a defective item rather than receive a replacement, let us know and we'll provide return instructions.

Return Process

Please contact us before sending anything back so we can confirm the return and provide the correct address. Once we receive a returned item, we inspect it before processing a refund. Items that arrive damaged, used, or altered may not be eligible for a refund.

8. Time Limit for Claims

Please report any issue within 30 days of your order being marked as delivered. After this window, we may not be able to process a claim, particularly if tracking information from the carrier is no longer available.

9. Force Majeure

Elvork isn't responsible for delays or damage caused by events outside our control, including natural disasters, extreme weather, customs delays, strikes, or other disruptions to our shipping and supply chain. We'll do our best to keep you informed if something like this affects your order.