Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@eliorwatches.com.
If your return is accepted, we'll send you instructions on how and where to send your package. Return shipping costs are the responsibility of the customer. If your item arrived damaged or defective, send us photo evidence at info@eliorwatches.com and we will refund your return shipping costs in full, as well as the damaged item. Items sent back without first requesting a return will not be accepted.
You can always contact us for any return question at info@eliorwatches.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Shipping Protection and Delivery Issues
Shipping protection is an optional service that can be added before completing checkout. Shipping protection helps protect your order while it is in transit and during delivery against loss, theft, or damage.
Shipping protection must be purchased before checkout is completed and cannot be added after an order has been placed.
If your order is lost by the carrier, stolen during delivery, or arrives damaged, and you purchased shipping protection, please contact us at info@eliorwatches.com with your order number and any available proof, such as photos of the damaged item or packaging, carrier updates, delivery information, or any other relevant details. Once reviewed, we will work with you to find a suitable solution, which may include a replacement item or a refund, depending on the situation.
Claims related to shipping protection must be submitted within 7 days of the delivery date as shown by carrier tracking. Claims submitted after this window may not be eligible for a replacement or refund.
If tracking confirms that the order was delivered to the shipping address provided at checkout, Elior Watches will consider the order delivered. Customers are responsible for making sure the shipping address entered at checkout is correct, complete, and safe for delivery.
If you do not purchase shipping protection, Elior Watches is not responsible for packages that are lost by the carrier, stolen during or after delivery, or damaged in transit, except where required by law. In these cases, we may not be able to offer a free replacement or refund.
We highly recommend adding shipping protection before completing checkout for extra peace of mind.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@eliorwatches.com.
Custom Verse Engraving
Watches purchased with the Custom Verse Engraving option (or any other personalized engraving) are made specifically to your specifications and are therefore final sale. These items are not eligible for return or exchange due to change of mind, incorrect verse selection, or similar reasons, as they cannot be resold once personalized.
This exclusion also applies within the European Union: under EU consumer protection law, the 14-day cooling-off period does not apply to goods made to the consumer's specifications or clearly personalized.
If your engraved item arrives damaged, defective, or with an engraving error caused by us (i.e. the text does not match what you submitted at checkout), please contact us at info@eliorwatches.com with photo/video evidence within 7 days of delivery, and we will correct the error or issue a replacement/refund at no cost to you.
We recommend double-checking your verse selection and spelling carefully before completing your order, as we engrave exactly what is submitted at checkout.