- If you are a customer in the European Union, you have a legal right to returns. Products must be returned within 14 days of receipt and receive a refund for most products that you purchase from us online. If you are a customer from outside the EU you must contact us within 1-2 days of receiving it.
- All products (excluding sale items, lingerie, discount) are protected by a 14 Day Money-back Guarantee .This is in addition to the Distance Selling Regulation.
- All sale, discount items must be returned within 7 days of receipt. For orders shipped outside the EU during our sale season (discount items) cannot be returned.
- Before your parcel leaves the warehouse, it is fully checked and controlled by the packaging team (in particular the zips are checked) Our products are new and are not worn, products have a standard fabric scent.
- Please note: from 5 of March 2020 PayPal payment processing fee 3.4% will not be refunded. Please choose different payment method to avoid this.
- All returns MUST BE submitted ONLINE. Before return/exchange item(s) please contact us.
- Please contact us by filling out our form below to submit your return (please allow up to 12 hours for a response).
- Items must be unused in the same condition that you received them, with all tags still attached, in their original packaging. Please note that if the tags are removed from the item, we will not be able to refund or exchange.
Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark.
- We will send you an email when we receive the parcel
- A return can be only once
- Please do not return any items after 14 days of receipt, or you may forfeit the item(s). Please refer to returns terms for further information, if you have any queries please contact us
- Any items returned outside of our return policy without prior agreement will be returned to the sender at an additional cost.
- ella-boutique reserve the right to decline a refund or exchange where the above steps have not been taken.
- Items outside the 14 or 7 days warranty time-frame.
- We do not accept returned items that were sent back by you directly without checking with us first.
- We do not accept returned items that have been soiled, damaged or smell of smoke or any other odour, will not be refunded, and any items returned in this condition will be returned to the sender at an additional cost..
- Returns received in damaged or worn condition. You have a legal obligation to take reasonable care of the items while in your possession. If you fail to comply with this obligation, we have a right to deduct the cost of any deterioration (due, for example, to your having used the items) up to the price of the items from the refund to which you are otherwise entitled.
- Lingerie & Underwear Products Are Not Refundable Due To Hygiene Reasons.
- Shipping costs will not be refunded
- We do not cover your shipping costs back to us.
- E- Gift Voucher cannot be returned or exchanged for cash. All returned items that were paid for with a E- Gift Voucher will be refunded as account credit, which can be redeemed against future orders.
TAX & DUTY
International shipments (outside EU Zone) are subject to import fees, duties and taxes, which are levied once a shipment reaches their country, in addition to the brokerage fees/custom clearance charges which may be imposed by the carrier. These charges must be paid by the recipient. We have no control over these charges.
If shipment is refused and/or returned, any taxes, duties, custom fees, brokerage fees or shipping charges incurred from this return, will be the responsibility of the customer.
We advise that you take out enough postal/carriage insurance to cover the value of the contents. Please save your proof of posting/dispatch and tracking information until your refund has been processed. You will be responsible for the cost and risk of returning the Product(s) to us.
- We are not responsible for your return package to us
- We will not be responsible for refund if the item is returned to the wrong address.
- Refunds are made using the same method originally used by you to pay for your purchase.
- refund will be processed to you as soon as possible and, in any case, within 14 days after the day on which we receive the Product(s) back.
- If you received any promotional or other discount when you paid, any refund will only reflect the amount you actually paid.
- Free Delivery
If your order qualifies for free delivery but items are returned the delivery fee will be deducted from your refund.
Order cancellations must be made over the email.There may be a chance your order has already been processed and dispatched, so the sooner you can contact us the better. If you call to cancel and you order has already been dispatched, then it is your responsibility to return the item.