Returns & Refunds
When are refunds possible?
All products offered on 5 Elementos are unique and produced only once ordered. This also means that returns and exchanges are not supported if a customer ordered the wrong size, color, or simply changed their mind.
However, in case of a damaged product or a manufacturing error. A free replacement or a refund is possible if you contact us within 30 days of product delivery. Please get in touch with our team via email at 50elementos.shop@gmail.com with contact information, order history and provide a clear photo showing the issue.
If the order shipping details entered in the system by the customer were incorrect, or if the customer ordered the wrong size or color, we will not be held responsible and will not offer replacements or refunds.
Lost Packages
In case the package has been lost, the first thing to do is to check whether the submitted address is 100% accurate. Even a single missing letter or number can cause a delivery failure.
If the address is correct, customers please make sure to contact the local post office. Occasionally, we see that upon arriving at the destination city, the package is stored at the local post office and the recipient has to collect the package from there.
After both of these steps have been completed, please reach out to our Support team. We will investigate it further and offer a free replacement if we determine that there was no error on the customer’s part.