Return & Refund
# RETURN & REFUND POLICY
We want you to love every piece you purchase from our store. If you are not completely satisfied with your order, we are happy to assist you with a return or refund request according to the policy below.
Please carefully review our Return & Refund Policy before placing your order.
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# 1. RETURN PERIOD
We accept return requests within **30 days from the date you receive your order**.
To be eligible for a return:
* The item must be unused, unworn, and unwashed
* The item must be in its original condition
* All original tags must remain attached
* The item must include the original packaging when possible
Items returned without approval or outside the return period may not be accepted.
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# 2. RETURN CONDITIONS
Returned items must be in a condition that allows them to be resold.
We do not accept returns for items that show:
* Signs of wear
* Makeup stains
* Perfume or deodorant smells
* Washing or alteration marks
* Damage caused by improper handling
* Missing tags or original packaging
For clothing items, please try products on carefully indoors to avoid damage or marks.
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# 3. NON-RETURNABLE ITEMS
For hygiene and safety reasons, certain products cannot be returned unless they arrive defective or incorrect.
Non-returnable items may include:
* Final Sale items
* Items marked as non-returnable on the product page
* Customized or personalized products
* Gift cards
* Undergarments
* Swimwear
* Accessories that cannot be returned for hygiene reasons
Discounted items may have special return conditions depending on the promotion.
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# 4. HOW TO REQUEST A RETURN
Before sending any item back, please contact our customer service team.
Please include:
* Order number
* Customer name
* Product name
* Reason for return
* Photos or videos if the item has a quality issue
Our customer service team will review your request and provide return instructions if approved.
Please do not send items back without receiving return authorization.
Unauthorized returns may not be processed.
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# 5. RETURN SHIPPING COST
For returns caused by personal reasons, such as:
* Wrong size selected
* Change of mind
* Personal preference
* Ordering multiple styles for comparison
the customer is responsible for return shipping costs.
We recommend using a tracked shipping service when returning items.
We are not responsible for packages lost during return shipping without valid tracking information.
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# 6. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If you receive an item that is:
* Damaged
* Defective
* Incorrect
* Missing parts
please contact us within **7 days after delivery**.
Please provide:
* Order number
* Clear photos of the issue
* Description of the problem
* Packaging photos if available
After reviewing the information, we will provide an appropriate solution, which may include:
* Replacement
* Store credit
* Refund
For approved quality issues, we will provide assistance without requiring the customer to cover return costs.
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# 7. EXCHANGES
We currently do not offer direct exchanges.
If you need a different size, color, or style, please return the original item according to this policy and place a new order.
This allows your preferred item to be reserved as quickly as possible.
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# 8. ORDER CANCELLATION OR CHANGES
If you need to change or cancel your order, please contact us as soon as possible after placing your order.
We will do our best to assist with:
* Changing shipping information
* Correcting order details
* Removing duplicate items
* Canceling orders before processing
Once an order has entered processing, production, or shipment preparation, cancellation or modification may no longer be possible.
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# 9. REFUND PROCESS
Once your returned item arrives at our facility, it will be inspected.
After approval:
* Your refund will be processed to the original payment method
* You will receive a confirmation email
Refund processing time:
* Return inspection: up to 5 business days after receiving the package
* Payment provider processing: usually 3-10 business days depending on your bank or payment method
Please note that original shipping fees, customs duties, and taxes (if applicable) may not be refundable.
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# 10. REFUNDS NOT RECEIVED
If you have not received your refund after the expected processing time:
1. Check your bank or payment account again
2. Contact your payment provider
3. Contact our customer support team
We will assist you in checking the refund status.
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# 11. RETURNED TO SENDER / FAILED DELIVERY
Orders may be returned to us due to:
* Incorrect shipping address
* Failure to collect the package
* Refused delivery
* Unpaid customs fees
* Customer unavailable for delivery
If a package is returned to us, additional shipping costs may apply if you request reshipment.
If you do not contact us regarding a returned package within a reasonable period, the order may no longer be eligible for reshipment or refund.
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# 12. FRAUDULENT OR ABUSIVE RETURNS
We reserve the right to refuse returns or refunds if we identify unusual return activity, including:
* Excessive return patterns
* Items returned in different conditions
* False damage claims
* Items not matching the original order
This policy helps us maintain fair service for all customers.
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# 13. CONTACT US
If you have any questions regarding returns or refunds, please contact our customer service team:
Email: support@ellalabel.com
Our customer service team will respond as soon as possible and assist you with your request.
Thank you for shopping with us.