Last updated: August 27, 2026
We want you to be satisfied with your Ella Shop purchase. This policy describes our standard return and refund process and does not limit any rights you have under applicable consumer law.
Return window
You may request a return within 30 days after delivery. The item must be unused, unworn, unwashed, and in its original condition with tags, accessories, cases, and packaging. Proof of purchase is required.
Start a return
Contact us through our Contact page before sending anything back. Include your order number, the item you wish to return, and the reason. We will provide return instructions and, where applicable, the correct return address. Unauthorized or cash-on-delivery returns may be refused.
Items that cannot normally be returned
- Customized, engraved, made-to-order, or personalized products;
- Prescription lenses or eyewear once production has started;
- Final-sale or clearance items identified as non-returnable before purchase;
- Hygiene-sensitive products after sealed packaging has been opened, where permitted by law;
- Gift cards.
These exclusions do not apply when an item is defective, damaged, incorrectly supplied, or otherwise protected by applicable law.
Damaged, defective, or incorrect items
Inspect your order after delivery. If an item is damaged, defective, or incorrect, contact us promptly, preferably within 7 days, and provide photographs of the product, packaging, and shipping label. We will assess the issue and arrange a replacement, repair, or refund as appropriate.
Return shipping
Customers are normally responsible for return shipping for change-of-mind returns. Ella Shop will cover reasonable return costs when we confirm that an item is defective, damaged, or incorrectly supplied. We recommend using a trackable service because returned goods remain your responsibility until received.
Refunds
After receiving and inspecting an approved return, we will notify you of the decision. Approved refunds are sent to the original payment method, usually within 5 business days of inspection. Your bank or payment provider may require an additional 5–10 business days to display the credit. Original shipping charges are not refundable unless the return results from our error or applicable law requires otherwise.
Exchanges and cancellations
For the quickest exchange, request a return and place a new order after approval. Cancellation requests should be submitted immediately; an order cannot normally be cancelled after production or dispatch has started.
Contact
For return or refund assistance, use our Contact page and include your order number.