Return Policy

Effective Date: May 2026
This Return Policy applies to all product purchases made on the official website of elsobao, a UK-based fashion brand dedicated to modern and vintage western cowboy women’s clothing and accessories. This policy clearly defines the return eligibility, exchange rules, refund procedures and exception terms for all consumer orders. It is designed to guarantee fair, transparent and customer-friendly after-sales services while complying with UK consumer protection legislation.
By completing checkout and purchasing our western-style apparel, you confirm that you have read and fully agreed to all return and after-sales regulations listed below. Please verify your items immediately upon delivery to ensure timely processing of any return requests.

1. General Return Eligibility & Timeframe

elsobao accepts qualified returns and exchanges within 30 calendar days from the date customers receive their parcel. To be eligible for return, all purchased western-style garments, including denim pieces, cowboy tops, outerwear, fringe outfits and matching accessories, must remain in resalable condition.
Qualifying items must meet all of the following standards: unwashed, unworn, free of stains, scuffs, fading, odours and artificial damage. All original tags, brand labels, stitching accessories and factory packaging must be intact and unremoved. Any items that show signs of personal use or improper maintenance will not be approved for return or exchange.

2. Eligible Return Scenarios

We support returns for both brand-caused issues and legitimate personal reasons, ensuring flexible after-sales solutions for all customers who love our western cowboy fashion collections.

2.1 Brand Defect & Shipping Errors

If customers receive defective products, including flawed stitching, fabric damage, incorrect size or style delivery, obvious colour mismatch compared with official descriptions, or missing accessories, our brand will take full responsibility. We offer free returns, free exchanges or full refunds, and cover all valid return shipping costs upon verification of product issues.

2.2 Personal Preference Returns

For personal reasons such as unsuitable fit, unsatisfied styling effect, mismatched personal dressing habits or changed purchase intention, we also accept returns for intact eligible products. In such cases, customers are responsible for all return shipping fees, and the original delivery charges paid during checkout are non-refundable.

3. Non-Returnable & Non-Exchangeable Items

To comply with retail industry norms, hygiene standards and clearance sales regulations, the following product categories are final sale and cannot be returned or exchanged after purchase:
  • All clearance items, flash sale products, seasonal final-sale western collections and specially marked discounted goods
  • Products damaged by improper washing, ironing, modification, long-term storage or daily wear after delivery
  • Items with removed tags, torn packaging, missing parts or incomplete original accessories
  • Customised, personalised or specially tailored products made according to individual customer requirements

4. Official Return Application Process

All return requests must follow our standard application procedure to avoid processing delays or rejection:
Step 1: Submit a Return Request
Within the valid 30-day return window, contact our customer support team via official email or phone. Please provide your order number, detailed return reason and clear visual evidence (photos or videos) of the product condition for review.
Step 2: Await Official Approval & Return Address
Our support team will review your application within 1–3 working days. Once approved, we will send you the authorised return address and detailed shipping instructions via email.
Step 3: Ship Back the Package
Repack the items securely with all original attachments intact, send the parcel through standard logistics services, and keep the tracking number for verification.
Step 4: Warehouse Inspection & Final Processing
Our warehouse team will inspect returned items within 3–5 working days after parcel receipt. Approved returns will proceed with refund or exchange arrangements immediately.

5. Exchange Service Rules

elsobao provides one-time size exchange services for regular-priced western apparel products within the valid return period. Exchanges are only available for the same product in different sizes to solve size mismatch issues caused by body size differences or measurement deviation concerns.
Customers need to bear both return and re-delivery shipping fees for voluntary size exchanges. We do not support exchanges for different styles, colours or priced products. If the target size is out of stock during exchange processing, we will initiate a full product refund instead.
Clearance products and limited-edition series are not eligible for exchange services.

6. Refund Standards & Processing Cycle

All successful refunds will be processed through the original payment channel used for order settlement. No alternative refund methods are supported.
  • Brand-caused Issues: Full refund of product payment plus reimbursement of verified return shipping fees
  • Personal Reason Returns: Refund of product amount only, excluding initial shipping fees and return logistics costs
Our team completes internal refund initiation within 5–7 working days after product inspection approval. The actual fund arrival time depends on the processing rules of your payment platform or bank institution.

7. Late Return Requests

Any return or exchange applications submitted beyond the 30-day valid return period will be automatically declined. We maintain a unified time standard for all customers to ensure fair after-sales service execution. Customers are advised to inspect and test products promptly after receiving their orders.

8. Policy Modification Right

elsobao reserves the right to adjust and update this Return Policy according to business operation needs, industry standard updates and legal requirement changes. Revised terms will take effect immediately after publication on our official website, applying to all orders placed after the update date.

9. After-Sales Contact Information

For any enquiries regarding return eligibility, exchange rules, refund progress or after-sales disputes, please reach out to our professional customer service team:
Email: oehurvn@elsobao.com
Phone: +44 (0) 190 876 4321
Address: 27 Station Road, Bath BA1 2RT, United Kingdom