At ELLA, your satisfaction is our top priority. If you’re not completely happy with your purchase, we’re here to assist you.
1. Return Window
You have 30 days from the date of purchase to return any unused items. Please ensure that your return is initiated within this timeframe to be eligible for a refund or exchange.
2. Condition of Items
To qualify for a return, items must meet the following criteria:
Unused: Items should not show any signs of wear or use.
Unworn: Clothing must be free from stains, odors, and pet hair.
Original Packaging: Items should be returned in their original packaging with all tags still attached.
Provide Details: Include your order number, the item(s) you wish to return, and the reason for the return.
Receive Instructions: We will respond promptly with instructions on how to return your item(s), including any necessary return forms and shipping labels.
4. Refund or Exchange Options
Refunds: You may choose to receive a full refund for the returned item(s), which will be processed to the original payment method once we receive and inspect the returned items.
Exchanges: If you prefer to exchange an item for a different size or style, please indicate this in your return request, and we will assist you in processing the exchange.
5. Shipping Costs
Customer Responsibility: Please note that all return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service or purchasing shipping insurance for items valued over $75 to ensure safe return.
Non-Refundable Shipping Fees: Original shipping fees are non-refundable unless the return is due to a defective or incorrect item.
6. Final Sale Items
Certain items are marked as final sale and cannot be returned. These may include clearance items or specific promotions. Please review product descriptions carefully before purchasing.
7. Customer Support
If you have any questions or need assistance with your return, please don’t hesitate to reach out to us at ellie@ellainitiative.com. Our customer support team is here to help you navigate the return process.
