Refund policy

RETURNS & REFUND POLICY

At Ella, we aim to ensure that every customer is satisfied with their purchase. This policy outlines how returns and refunds are handled in a fair and structured way.

1. RETURN ELIGIBILITY

Return requests may be considered under the following conditions:

• A request must be submitted within 14 days of delivery
• Items must be unused, unworn, undamaged, and in original condition
• All original packaging, tags, and materials must be included

Items that show any signs of use, wear, or damage will not be eligible for a refund.

For hygiene and product integrity reasons, certain items (including earrings and personalised items) may not be eligible for return.

Ella reserves the right to decline returns that do not meet these conditions.

2. RESOLUTION FIRST APPROACH (IMPORTANT)

Before initiating a return, customers are required to contact us so we can review the situation.

In most cases, we are able to offer a faster and more convenient resolution, such as:

• A replacement item
• A similar product alternative
• A partial refund (processed without needing to return the item)

These options are typically quicker and help avoid unnecessary delays, return shipping costs, and risks associated with international returns.

3. RETURN PROCESS

If a return is approved after review:

• Contact us at support@ellalondon@gmail.com within 14 days of delivery
• Provide your order number and reason for return
• Wait for approval and return instructions before sending any items

Returns sent without prior approval will not be accepted.

Customers are responsible for return shipping costs and must use a tracked shipping service. Proof of postage is required.

Ella is not responsible for returns lost, delayed, or damaged in transit.

4. REFUND CONDITIONS

Refunds are only issued after the returned item has been received and inspected.

• Refunds are processed within 14 business days of confirmed receipt
• Refunds are issued to the original payment method
• Items returned in unsuitable condition may be refused or partially refunded
• Original shipping costs are non-refundable unless the item is confirmed to be faulty

5. DELIVERY & NON-DELIVERY CLAIMS

Refunds cannot be issued for orders that are still in transit or before the full estimated delivery window has passed.

If a parcel has not been received:

• We will investigate using tracking and courier confirmation
• Delivery timeframes are estimates and not guaranteed
• Resolution will be based on verified courier status

If tracking confirms delivery to the address provided, the order is considered fulfilled.

Ella cannot be held responsible for lost, stolen, or misplaced parcels after confirmed delivery.

6. ADDRESS RESPONSIBILITY

Customers are responsible for providing accurate and complete shipping details.

If an error is identified, please contact us immediately.

Once an order has entered fulfilment, address changes are no longer possible.

Ella is not responsible for delivery issues caused by incorrect or incomplete address details.

7. OUR APPROACH

We always aim to resolve situations in the most efficient and customer-friendly way possible.

In many cases, customers find that a replacement or partial refund is significantly faster and more convenient than returning an item internationally.

8. CONTACT

For any enquiries regarding returns or refunds:

Ella
Email: support@ellalondon@gmail.com

We aim to respond within 3 to 5 business days.