Terms & Conditions

Welcome to Element. These Terms & Conditions apply to all purchases made through our website. By placing an order with Element, you agree to the terms set out below.

1. Payment

Element accepts payment by debit cards and credit cards through the available payment methods on our website.

Orders will only be processed once payment has been successfully authorized and received.

2. Order Processing and Delivery

Orders will be processed within two working days from the date of receiving authorized payment.

Orders will be shipped through our preferred courier to the customer’s country. Delivery times may vary depending on the destination, courier service, and customs clearance procedures in the customer’s country.

For pre-orders, the estimated delivery timeframe is 2 to 3 weeks.

Once your order has been dispatched, a tracking number will be provided. Customers are responsible for tracking their shipment and ensuring that it is received at the delivery address provided at checkout.

Element shall not be liable for delays caused by customs clearance, courier handling, public holidays, incorrect address details, or any circumstances beyond our control.

3. Taxes, Customs Duties and Import Fees

All applicable taxes, customs duties, import fees, clearance charges, and country-specific charges are the responsibility of the customer.

Element is not liable for any additional charges imposed by customs authorities, couriers, or regulatory bodies in the destination country.

4. Customised and Custom Size Orders

Items made according to custom sizes, special measurements, or customised requests are made specifically for the customer and cannot be returned, exchanged, or refunded, unless the item is proven to be defective due to an error by Element.

Customers are responsible for providing accurate measurements and order details before confirming the purchase.

5. Exchange Policy

We accept exchange requests for ready-to-wear items within 3 days of receiving the order.

Exchange requests submitted after this period will not be eligible for exchange and will be automatically declined.

The following conditions apply:

• Only one exchange is allowed per item.
• The item must be in its original, unworn condition.
• All tags, labels, and packaging must remain intact.
• The item must not be damaged, soiled, altered, washed, or exposed to strong fragrances.
• Customers are fully responsible for the cost of two-way shipping, including all shipping fees, taxes, customs duties, and any related charges.

To request an exchange, please contact our customer service team by WhatsApp with a clear description of your issue.

Our customer service team is available from Sunday to Thursday, 8:30 AM to 6:30 PM, excluding public holidays. Please allow 2 to 4 hours for a response to WhatsApp messages during working hours.

Alternatively, you may contact us by email. Please allow 48 to 72 hours for a response to email enquiries.

6. Return Policy

We accept return requests for ready-to-wear items within 3 days of receiving the order.

Return requests submitted after this period will not be eligible for return and will be automatically declined.

For a return to be accepted:

• The item must be in its original, unworn condition.
• All tags, labels, and packaging must be intact.
• The item must not be damaged, soiled, altered, washed, or exposed to strong fragrances.
• The item must be suitable for resale.

If an item is returned to us in a condition that does not meet the above requirements, the return will be rejected and the item will be sent back to the customer at the customer’s expense.

7. Refunds

For approved returns, refunds will be issued either to the original payment method or as store credit, depending on the customer’s preference and Element’s approval.

Refunds will be issued for the value of the returned item only, excluding shipping fees, taxes, customs duties, and any other related charges.

Please note that two-way shipping costs, including the original delivery and return delivery charges, may be deducted from the final refund amount where applicable.

8. Refund Process

Once your return request is submitted, our customer service team will review the request and respond within 48 to 72 hours to confirm whether the order qualifies for return under our policy.

If the return is approved, Element will coordinate the pickup through one of our trusted courier partners.

After the item has been collected, it will undergo inspection to ensure that it meets our return conditions.

Once the return is approved after inspection, the refund will be processed within 10 working days to the original payment method or issued as store credit, depending on the agreed refund method.

Please note that the time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.

If you have not received your refund after the stated timeframe, please contact us immediately.

9. Damaged or Defective Items

If you receive an item that appears to be damaged or defective, you must contact us within 3 days of receiving the order, with clear photos and a description of the issue.

Element will review the matter and determine whether the item qualifies for exchange, return, repair, or other appropriate solution.

Items damaged due to misuse, incorrect care, alteration, or normal wear and tear will not be accepted.

10. Customer Responsibility

Customers are responsible for ensuring that all order details are accurate before completing the purchase, including:

• Name
• Phone number
• Email address
• Delivery address
• Size selection
• Custom measurements, where applicable
• Product selection and quantity

Element shall not be liable for delays, failed deliveries, or additional charges resulting from incorrect or incomplete information provided by the customer.

11. Governing Law and Jurisdiction

These Terms & Conditions shall be governed by and interpreted in accordance with the laws of the Sultanate of Oman.

Any dispute arising in connection with these Terms & Conditions, purchases, deliveries, returns, exchanges, or refunds shall be subject to the jurisdiction of the competent courts of the Sultanate of Oman.

12. Contact Us

For payment, delivery, exchange, return, or refund enquiries, please contact us through:

WhatsApp: +968 90961609
Email: sales@element-me.com

Customer service hours: Sunday to Thursday, 8:30 AM to 6:00 PM, excluding public holidays.