return / exchange policy

All items must be returned in the condition that you received them. At heidi elnora we regard our packaging as part of the product. This also needs to be returned in the same condition that you received it. When provided, bags and tissue paper must be included with your return or exchange.  

ALL LINGERIE AND EARRINGS ARE NON-RETURNABLE.  

WHAT IS YOUR EXCHANGE POLICY?

We only replace items if they are defective or damaged. You may exchange items within 14 days of your order. Before sending, please email info@heidielnora.com with your reason for an exchange. If the product is in-stock, we will gladly accept the exchange. If the item is sold out or on back-order, we can credit your account. All refunds will be credited in the original form of payment. In the case that the product is proven faulty, heidi elnora will gladly pay the return shipping fees. 

WHAT IS YOUR RETURN POLICY?

You may request to return items within 14 days of your order. Before sending, please email info@heidielnora.com with your reason for an exchange along with proof of purchase. Once approved, we will issue an RA (return authorization) number. You then have 7 days to ship the item back to us. Returns outside the time frames cannot be accepted. Shipping charges do apply to returns and are the buyers responsibility to pay. Once the return is authorized, please email info@heidielnora.com with the return tracking number. Once the product is received by heidi elnora in the original packaging and in new condition, we will credit your card in the original form of payment if the return is in the same condition as when it was received meaning: has not been worn, altered, washed, and must be free of stains, pet hair, floor debris, pin marks and in its original packaging. All footwear must be tried on carpeted surfaces ONLY. Please note that all return items will result in a $5.00 restocking fee that will be deducted from your refund amount or you can exchange at a heidi elnora flagship store free of charge. Unidentified items sent as returns will be returned to the sender. 

Heidi Elnora

Attn: Returns Department

2024 Morris Ave

Birmingham, Al 35203

USA

Order #

WHEN WILL I RECEIVE MY REFUND?

A full refund will be made within 30 days once we issue an RA following the inspection of the returned product. You will receive an email confirming that we have received your return and that you have been credited. Please allow 3-10 business days for your bank to complete the transaction, depending on their processing time. This can vary between card issuers.

CAN I RETURN MERCHANDISE TO A HEIDI ELNORA STORE?

Merchandise purchased online cannot be returned to a heidi elnora flagship store.