Refund policy

Last updated: July 17, 2026

We offer a 30-day return policy. You have 30 days from the date your order is delivered to request a return.

Return eligibility

Items must be unworn, unused, unwashed, and show no signs of wear. Please keep the original packaging or protective packaging whenever possible, and include your order number or proof of purchase.

For hygiene reasons, socks that have been worn, washed, or removed from sealed hygiene/protective packaging cannot be returned unless they arrived defective, damaged, or incorrect.

How to request a return

Email support@elertra.com before sending anything back. Include your order number, the item you want to return, and the reason. For damaged or incorrect items, include clear photos.

After approval, we will provide the correct return address and instructions. Our return location may differ from the address shown on your parcel. Items sent without authorization, or to an address not provided by our support team, may not be accepted.

Return shipping

If an item is defective, damaged, or incorrect, Elertra will cover the reasonable return or replacement cost. For change-of-mind, size, color, or preference returns, the customer is responsible for return shipping.

Original shipping charges are not refundable unless required by law. Duties, import taxes, customs handling, brokerage fees, and related logistics charges are included in the original shipping cost or covered by Elertra for eligible free-shipping orders, so customers do not need to pay additional customs or logistics fees to receive the parcel.

Non-returnable items

We cannot accept worn or washed socks, items removed from sealed hygiene/protective packaging unless defective, damaged, or incorrect, gift cards, or items marked final sale. Promotional and discounted items remain eligible unless clearly marked final sale at purchase.

Exchanges

Contact us first. Depending on stock and location, we may arrange an exchange or ask you to return the original item and place a new order.

Refunds

We will notify you after receiving and inspecting your return. If approved, the refund will be issued to your original payment method within 10 business days. Your bank may need additional time to post it. If more than 15 business days have passed since approval, email support@elertra.com.

Order cancellations

Contact us as soon as possible. We process orders quickly and cannot guarantee changes after fulfillment starts. If the order has shipped, the standard return process applies.

European Union customers

Orders shipped into the European Union may have a 14-day right to cancel or return under applicable law, subject to lawful hygiene exceptions.

Questions

Email support@elertra.com. We typically reply within 1-2 business days.