Shipping policy

Shipping Damage and Lost Order Policy
If your order is lost or arrives damaged, please contact our support team immediately at [shopelenserica@gmail.com / 7002153184].

All claims for lost, missing, or damaged items must be reported within 48 hours of delivery (or the expected delivery date, in case of a lost order).

A mandatory unboxing video is required as proof in order to process claims for damaged products. The video must clearly show:

1. The unopened package from all sides.
2. The opening process.
3. The damaged or missing item inside.

Without a valid unboxing video, we will not be able to offer replacements, refunds, or claim processing.

Lost orders will be investigated with the shipping provider. Once validated, we will provide either a replacement or refund as per our discretion.

This policy ensures fairness to both customers and our store while helping us resolve shipping issues efficiently.