Returns Policy
Returns Policy
January 1 2026 · Updated
-
Please reach out to us at clientservices@eknolige.com within 7 days of receiving your order.
-
Include in the email:
-
Your order number;
-
Photos, where relevant, of the issues.
-
What happens next?
-
We aim to process all requests within 7 working days.
-
If your return or refund request is approved, once your return is approved, we will provide you with the correct return address and instructions. Returns sent without prior confirmation may not be accepted.
-
Eknolige Hiemé returns must be approved by our team before being sent.”
Returned items
-
All returned items should be unused, unworn, and unwashed.
-
Eknolige Hiemé does not accept worn, stained, damaged, or altered items.
-
We do not provide freight-to-collect (FTC) service for returning the package; customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect — in which case we will cover the return shipping..
Refund
-
If your refund request is confirmed, Eknolige Hiemé will return the money to the account used to pay for the order in the currency it was initially bought in.
Can all items ordered from Eknolige Hiemé be returned?
Our return policy applies to most items, but a few exceptions exist. Those listed below cannot be returned:
-
For hygiene reasons, tights, underwear, pajamas, swimsuits, socks, and masks cannot be returned;
-
Sample items;
-
Deliberately damaged items;
-
Items sent back for return more than 7 days from the date of receipt;
-
Due to the exclusive and made-to-order nature of certain pieces, these items are not eligible for return unless they arrive damaged or defective.
-
Items deemed to no longer be required due to delayed delivery are delayed due to misinformation provided to Eknolige Hiemé, such as the recipient’s incorrect phone number or shipping address.
Can I cancel my order and get a refund before my order arrives?
-
Orders can only be canceled and fully refunded while they are in the "In Review" status.
-
Should you wish to cancel your order, please get in touch with Eknolige Hiemé customer service team at clientservices@eknolige.com.
Can I get a refund if my order is not shipped on time?
-
Small-volume orders
-
We aim to complete the production of small-volume orders within 3-7 working days and to ship items no later than the 8th working day (calculated from dates the order is paid for).
-
If you have not received any logistics or shipping information by the end of the 7th day, if your order is significantly delayed, please contact us and we will review your case for a resolution, which may include a refund or store credit.*
-
Bulk orders
-
We aim to complete the production of bulk orders within 7-15 working days and to ship items no later than the 16th working day (calculated from the date the order is paid for).
-
If you have not received any logistics or shipping information by the end of the 16th day, If your order is significantly delayed, please contact us and we will review your case for a resolution, which may include a refund or store credit.*
*In the scenarios above, this refund is not applicable if the shipment is delayed due to relevant changes on the customer side (design modification, additional design requirements, wrong address, etc.). We’ll review each situation and work with you to find a fair solution.
How long do I have to submit a return or exchange request?
-
- Any claims for misprinted/damaged/defective items must be submitted within 7 days of receiving the product.
-
- For packages lost in transit, all claims must be submitted no more than 7 days after the estimated delivery date.
Shine the Light
To receive this information, send us a request using the contact details provided in this privacy policy. Requests must include “California Privacy Rights Request” in the first line of the description and include your name, street address, city, state, and ZIP code.
Contact Us:
For any questions or concerns regarding your privacy, you may contact us using the following details:
Eknolige Hiemé Intl.