Refund policy

Return & Refund Policy

We want you to love your Eiranel piece. If something isn't right, we're here to help. We accept returns on unused items, with all the tags, within the first 30 days of receiving your order. You are responsible for the direct cost of return shipping when returning a non defective item because you changed your mind. 

Personalised item

The Eiranel Passport Holder is customised using the initial you select and is made specifically for you. Because of its personalised nature, it can not be returned for change of mind. This does not affect your rights if the item is damaged, defective or incorrect. 

Damaged, defective or misprinted orders

If your order arrives damaged, defective, or misprinted, contact us as soon as possible. Please include your order number and a photo or short video showing the issue. We will then evalute the issue and try our best to make it right. Products may be inspected and tried on as reasonably necessary to determine their nature, characteristics and fit.

Returns

You may request a return within 30 days of delivery. To start a return, email us with your order number and a brief description of the reason. Our team will review your request and provide return instructions within 7 business days.

Returned items must be unused, unworn, unwashed, and in their original condition. We are unable to accept items that have been worn, washed, stained, or altered after delivery. Return shipping costs are the responsibility of the customer. Where Eiranel is responsible for the issue, you will not be charged for the reasonable cost of the remedy. Please do not send items back without contacting us first, as unauthorized returns may not be accepted.

Refunds

Approved refunds are issued to the original payment method in the original purchase currency. Processing times depend on your payment provider and may take several business days to appear.

Order cancellations

If you need to cancel an order, contact us as soon as possible. Orders can be fully refunded before production begins. Once your item has entered production, cancellations may no longer be eligible for a full refund.

Shipping delays

We aim to complete production and ship all made-to-order items within 7 business days of your order. If your order has not shipped within this window, contact us and we will investigate immediately.

For all other items, shipping timelines are listed on the product page. If a package is confirmed lost in transit, please contact us within 7 days of the estimated delivery date so we can resolve it with our shipping partner.