Effective 10 October 2026.
Who sells to you
These Terms of Sale apply to consumer purchases of pet clothing from Elsamilu at elsamilu.com. The seller is 东莞市石龙爱莎咪露宠物食品用品批发工作室, trading as Elsamilu. The English translation, for reference, is Dongguan Shilong Elsamilu Pet Food and Supplies Wholesale Studio; the Chinese name identifies the registered operator.
Unified Social Credit Code / business registration number: 92441900MA54F08A4B. This identifies the Chinese registered operator; it is not an EU or UK VAT registration number.
Business and returns address: No. 33, Guowu, Shilong Town, Dongguan, Guangdong 523000, China (广东省东莞市石龙镇郭屋33号). Email: elsamilu@outlook.com. Telephone: +86 186 6641 1641. Return parcels should be addressed to Mr. Liu (刘先生).
Your purchase information
Read the description, size chart, selected size, availability and production or delivery information before ordering. The product information and any individual quotation agreed for your order form part of the purchase terms, together with these terms and our Shipping & Delivery and Returns & Refunds policies. Our Privacy Policy separately explains personal-information processing; accepting sales terms is not consent to optional marketing or tracking.
Wholesale or trade purchases require a separate agreement. These consumer terms do not silently remove protections that apply to a person buying as a consumer.
Products and sizing
Ready-to-ship items and garments made after ordering in a size selected from our standard chart are standard-size goods. Being handmade or on pre-order does not by itself make an item individually customised. Check the measurements for the specific design and contact us if uncertain about fit.
Photographs and screen colours can vary, but the goods must still match their contractual description and meet applicable standards. We will not rely on a general colour or handmade-variation statement to excuse a material mismatch, unsafe item or manufacturing defect. Follow the care instructions supplied with the garment.
Prices, payment and tax information
Prices are stated in US dollars (USD). Before you commit to pay, the order summary or individual quotation identifies the items, quantity, item price, any custom-sizing fee, delivery charge and applicable taxes or other charges payable to us. Any tax or import charge payable separately is explained before purchase, with the information required by applicable law.
Pay using an available method shown at checkout or in the agreed quotation. Your bank or payment provider may apply its own currency-conversion rate or fees. We do not add an undisclosed optional service or charge without your express agreement.
Check your order and payment details before submitting them. Contact us promptly if you discover an error. We will not substitute a different item or demand a higher price for an agreed order without your agreement. If an error or lack of stock prevents fulfilment, we will explain the situation and provide the cancellation, refund or other remedy required by law.
When we accept a standard-size order
For standard-size purchases, including in-stock items and standard-size pre-orders, we accept your order and the sales contract is formed when your payment is successfully completed. An unpaid order acknowledgement, a failed payment or a payment authorisation that has not been completed does not constitute successful payment. Any production lead time disclosed for a standard-size pre-order remains part of the accepted order.
Order records
Keep a copy of the product description, order summary and any individual quotation. We provide the order details and applicable terms in a form you can retain, as required by law. An automated message or a payment-provider screen must not be treated as evidence that an unpaid or unsuccessful transaction has been paid. The terms applying to an existing purchase are not changed retrospectively by a later website revision.
Individual custom-size orders
Sending a measurement request begins an enquiry. It does not by itself place a paid production order. Provide your pet’s snug body measurements following our measuring guide, without adding ease or shortening the back measurement. We determine and separately record the proposed finished-garment measurements and ease appropriate to the design.
Before payment, the quotation identifies the selected garment, body and finished-garment measurements, item price, any custom-sizing charge, shipping and tax information, estimated production-completion date, and custom-order conditions. Review the current quotation carefully and request any corrections before paying.
At payment, an unticked confirmation box records acceptance of the current quotation and custom-order conditions and authorises production after payment has been received and verified. No further routine production confirmation is required after payment. The confirmation is separate from optional marketing choices and permission to publish photos. Production authorisation does not waive mandatory consumer rights.
The quotation explains the applicable handmade measurement tolerance, which may be approximately 1–2 cm relative to the agreed finished garment. Tolerance and design ease are different. Neither is an instruction to increase your pet’s body measurements. Any reported issue is assessed against the agreed specifications, disclosed measuring method and tolerance, and applicable law.
Any change-of-mind exception for genuine individual specifications applies only where the law permits and all required advance information and confirmations have been given. It does not exclude remedies for defects, incorrect goods or failure to follow the agreed specifications. A custom-sizing fee is not automatically non-refundable where the law requires its repayment.
Production and delivery
In-stock-only orders are dispatched within 2 business days after payment is received. Standard-size pre-orders use the lead time shown for the selected product and size. Individual custom orders use the agreed production schedule. Orders mixing in-stock and pre-order items ship together when all are ready. Preparation or production time is additional to carrier transit time.
Delivery options depend on your full address and order. We identify available delivery arrangements and applicable restrictions before payment. See Shipping & Delivery for further details. Your mandatory rights concerning delivery deadlines and lost or delayed goods remain in place.
Where applicable law requires us to bear the risk of loss until you or your nominated recipient takes physical possession, we do so. Handover to a carrier chosen or offered by us does not alone remove our responsibility. Any different rule for a carrier independently chosen and commissioned by you applies only where permitted by law.
Cancellation, returns and refunds
We do not provide additional voluntary change-of-mind returns or incorrect-size exchanges beyond applicable legal requirements. This does not remove statutory withdrawal rights for eligible standard-size online purchases or remedies for faulty, unsafe, incorrect or misdescribed goods. Sale items retain their mandatory protection.
Our Returns & Refunds policy explains the applicable regional periods, how to give notice, the return address in China, return costs and refund timing. A valid statutory notice does not depend on our discretionary approval. Do not wait for our reply before giving a notice within a legal deadline. Contact elsamilu@outlook.com for assistance.
We refund by the original payment method unless the law requires otherwise or you expressly agree to an alternative. We do not charge a refund-processing fee. A payment provider’s processing time does not extend our legal deadline for issuing the refund.
Legal guarantees and responsibility
Goods must comply with the contract and the quality, fitness, safety and other consumer guarantees that apply. If they do not, you retain the available repair, replacement, price-reduction, rejection, cancellation or refund remedies. For EU purchases covered by the legal guarantee, protection is at least two years from receipt, with longer or additional national protection where applicable. Australian Consumer Law guarantees apply where that law governs the purchase.
Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence where applicable, or mandatory consumer remedies. We do not impose a blanket liability cap equal to the purchase price or require you to waive consumer claims.
Complaints and disputes
Email elsamilu@outlook.com with the order details and the problem. We will investigate and work with you on an appropriate remedy. You may also use the competent consumer authority, dispute-resolution body or court available under applicable law. Contacting us is not a waiver of a complaint or court deadline.
The mandatory laws applicable to your purchase determine your protected rights and access to remedies. These terms do not require every consumer to bring proceedings only in China, impose mandatory arbitration, or remove protections that apply in the consumer’s home jurisdiction.
Changes to these terms
Later revisions apply to later purchases. An existing order remains subject to its agreed terms unless a lawful change is specifically agreed with you. If a provision cannot lawfully apply, it does not reduce your mandatory protection, and the remaining provisions apply to the extent permitted by law.