Refund policy

We have a no return/refund policy, which means all items (includes in-stock items, backorder items, and pre-order items) sold are strictly non-exchangeable and non-refundable - with the following exceptions.

  • Incorrect item(s) delivered
  • Damaged/defective item(s) delivered 

Damages and issues
Please inspect your order upon receiving it and contact us immediately (within 2 days from the date received) if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You will also need to provide your order number and/or proof of purchase.

For returns (if any), the return has to be requested within 7 days from the day you receive your item. Kindly drop us a message on Instagram/email with your order number and request.

Upon return approval, we do require customers to mail/courier the return parcel within 7 working days of return approval. Return details will be revealed to you once approved. 

Any return requested after the timeframe will not be accepted. Returns are only confirmed after we have attended to your message/email.
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Should the returned item not meet the above requirements, we reserve the right to reject the return and any request for a refund.

We wish to highlight that we are unable to accommodate requests for cancellation, refund/return, exchange of products due to the customer’s change of mind once the payment is accepted. This includes reasons such as

  1. Due to incorrect designs/color/size chosen during orders
  2. Color differences due to photo lighting
  3. Change of decision of not intending to purchase the item(s) anymore
  4. Items brought during a sale period or on sale items
  5. Items brought with redemption/discount code
  6. Return of gift cards
  7. Unsuitability

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Please note that we will not be liable for any damages and/or missing parcels during shipment. The responsibility for its delivery rests solely with the delivery service. While we take all necessary precautions to ensure the safe delivery of our products, we cannot guarantee that unforeseen circumstances may not occur during the shipping process. 
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For further inquiries, please contact us on Instagram @ellaie.co or send us an email at shopellaie@gmail.com