At ELAN Shop, we’re committed to your complete satisfaction with our premium ski equipment and apparel. If you’re not entirely happy with your purchase, our straightforward returns and exchanges process ensures you can shop with confidence.
Return & Exchange Eligibility
We accept returns and exchanges for items in original condition within 15 days of delivery. To be eligible for return or exchange, items must meet the following criteria:
- Unworn, unwashed, and in original condition
- Original tags and packaging intact
- Accompanied by original receipt or proof of purchase
- Return request submitted within the 15-day window
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged unless defective:
- BASE LAYERS (worn next to skin)
- GAITERS & BALACLAVAS (personal protective equipment)
- GLOVES (hand protection gear)
- SOCKS (footwear hygiene)
- SKI BINDINGS (safety-critical equipment once mounted)
- SKI BOOTS (custom-fitted equipment)
If you receive any of these items defective, please contact us immediately at [email protected].
The Returns & Exchanges Process
1Submit Your Return Request
Within 15 days of receiving your order, complete the Return Request Form below and email it to our customer service team at [email protected].
2Wait for Authorization
Our team will review your request within 1-2 business days and email you a Return Authorization Number and shipping instructions.
3Package and Ship Your Return
Securely package the item(s) with all original tags and packaging. Include a copy of your Return Authorization Email. Ship to:
ELAN Shop Returns
245 Viking Drive
MIAMI, US 46959
We recommend using a trackable shipping service and retaining your shipping receipt.
4Processing Your Return
Once we receive and inspect your return (typically 3-5 business days after arrival), we’ll process your refund or exchange.
Refund Information
Refund Timeline: Refunds are processed within 3-5 business days after we receive and approve your return. The timing of when you’ll see the refund in your account depends on your payment method and financial institution:
- Credit Cards (Visa, MasterCard, JCB): 5-10 business days
- PayPal: 3-5 business days
Note: Original shipping fees are non-refundable. For exchanges, we’ll cover the standard shipping cost for your replacement item.
Return Request Form Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Full Name: [Your Full Name]
Order Number: [Your Order Number]
Order Date: [Date You Placed Order]
Item(s) to Return/Exchange: [Product Name, Size, Color]
Reason for Return/Exchange: [Please specify: Wrong Size, Changed Mind, Defective Item, etc.]
Preferred Resolution: [Refund / Exchange for [Product Details]]
Contact Phone Number: [Your Phone Number]
Thank you,
[Your Name]International Returns
As a global retailer serving customers worldwide (excluding some Asian and remote regions), we accept international returns. Customers are responsible for return shipping costs and any applicable customs duties or taxes. We recommend declaring the package as “Returned Goods” to minimize customs fees.
Need Assistance?
Our customer service team is here to help with any questions about returns or exchanges. Contact us at:
Email: [email protected]
Address: 245 Viking Drive, MIAMI, US 46959
We typically respond within 2-3 business days.
Thank you for choosing ELAN Shop for your premium ski equipment needs. We’re dedicated to ensuring your complete satisfaction with every purchase.