Returns, Refunds and Cancellations Policy

Thank you for shopping with us.

Because our products are personalized, custom-made, and/or edible items, we are unable to accept returns or exchanges unless the product arrives damaged, defective, or there is a mistake caused by us.

1. Personalized and Custom-Made Products

Most of our products are specially prepared for each customer. This includes personalized chocolates, favors, labels, boxes, ribbons, names, dates, logos, colors, and event details.

For this reason, returns, exchanges, or refunds are not accepted in the following cases:

Personalized or custom-made products
Edible products, including chocolates
Products prepared according to the design, name, date, color, quantity, or event details approved by the customer
Orders where the customer changes their mind after the order has been prepared
Issues caused by an incorrect address, customer unavailability, customs delays, or refusal of delivery

2. Order Cancellations

Cancellation requests must be sent to us as soon as possible after the order is placed.

Orders can only be cancelled in the following cases:

The design process has not started
The production process has not started
The order has not been packed or shipped

Once the design preview has been prepared, approved by the customer, or the order has entered the production process, the order can no longer be cancelled.

If production has already started, no refund can be issued because the products are made specifically for the customer’s order and cannot be resold.

3. Design Approval

For personalized orders, a design preview may be sent to the customer before production. The design preview will be shared through the communication method selected by the customer at the time of order.

The customer is expected to carefully review and approve the design preview within 24 hours. If no approval or revision request is received within this period, production may begin based on the details provided by the customer at the time of order in order to ensure timely delivery.

For rush orders or orders with a short delivery deadline, the approval waiting time may be shortened by considering the event date and delivery schedule. When necessary, production may begin based on the information provided by the customer at the time of order in order to prepare the order on time.

Before giving approval, the customer is responsible for carefully checking all details, including:

Names
Dates
Spelling
Colors
Quantities
Event details
Logo or artwork placement

Once the design is approved, the order will be prepared according to the approved design. We are not responsible for any errors included in an approved design preview.

If changes are requested after approval, additional fees may apply depending on the production stage. If production has already been completed, a remake fee may be required for requested changes.

4. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery.

E-mail: support@elisememories.com

To help us review the issue, please provide the following information:

Your order number
Clear photos of the damaged or incorrect products
Photos of the outer shipping box and packaging
A short explanation of the issue

If the problem was caused by us, we will offer a suitable solution depending on the situation, such as a replacement, partial refund, or refund.

5. Shipping, Delivery Delays, and Customs

Orders are prepared and shipped according to the event date and selected shipping method.

We are not responsible for delays caused by the following reasons:

Incorrect or incomplete shipping address
Customer not being available at the time of delivery
Courier delays outside our control
Customs inspections or customs delays
Refusal of delivery by the customer
Weather conditions or force majeure events

If a package is returned to us due to an incorrect address, failed delivery attempt, or refusal of delivery, shipping fees and any additional costs are non-refundable.

6. Heat-Sensitive Products

Our products, especially chocolate-based products, are heat-sensitive edible items. Orders are carefully packed for the shipping process; however, chocolate may melt or lose its shape due to hot weather, direct sunlight, or being left in a warm environment for an extended period of time.

The customer is responsible for checking the tracking information and receiving the package on time. After delivery, the package should not be left outside, under direct sunlight, inside a vehicle, at the doorstep, or in a warm environment.

Once the courier marks the package as “delivered,” we are not responsible for melting, deformation, or heat-related damage that may occur afterward.

Returns, exchanges, or refunds are not accepted for heat-related issues caused by hot weather conditions, regional climate conditions, delivery delays, or the customer not receiving the package on time.

7. Refund Process

If a refund is approved, it will be issued to the original payment method.

Please note that banks and payment providers may require additional processing time for the refund to appear in your account.

Shipping fees, rush order fees, design fees, and custom preparation costs are non-refundable unless the issue was caused by us.

8. Contact Us

For return, refund, cancellation, or order issue requests, please contact us with your order number and details.

We are always happy to help and will do our best to resolve any issue fairly.