Exchange and Return Policy

Return your item(s) quickly and easily through our Returns Portal! Our returns portal is open to all customers.

 

You have 30 days from the delivery date to return the item.

 

Most returns are refunded through store credit in the form of an EllaFashion discount coupon. Returns are processed within 2 to 5 business days after the items are received.

 

Note: Please make sure to package each order as you received it. If multiple orders are returned within a single return package, your return will require more time to process. You won't receive credit for any ineligible returned items.

 

Whether you want to exchange or return your order, no matter the reason – we're here to help! The Consumer Protection Code states that exchanges and returns can be made within 7 days in case of regret. After this period, they are free for up to 30 days from the date of your order. You can exchange your product for store coupon credit, a different product, or receive a refund through the same payment method.

 

Please note the exceptions to our policy:

 

Discounted items are final sale and not eligible for exchanges or returns;

 

Returned items must have the label and be sent in the original packaging;

 

Returned items must not have visible signs of wear or use.

 

To initiate an exchange or return, follow these steps:

 

Log in to our website using your email and order number;

 

Select the products you want to return or exchange;

 

Print the prepaid shipping label you'll receive by email;

 

Return all items using the provided label.

 

Additional information:

 

How long will the customer take to receive the refund, new product, or store credit? Products must be returned to the supplier, and when they receive the return of the products, they will inform the store, and you, the customer, will receive your equivalent benefit.

 

And the shipping fees, will the customer have to pay? No, to compensate the customer for the inconvenience of having to go through this whole process, when the customer receives the refund or coupon, the shipping fee will be included. Remember that when sending the products back, you will need to pay for the shipping, but when the products reach the supplier, you will receive this money back as well.

 

Does the customer have to pay any return fees? No, it's necessary to pay for the shipping to return the products, but after we receive the product, the customer will receive back this amount along with the value of the returned item, considering that returned items follow the rules.

 

How to handle lost or damaged return items? For this, depending on the case, you will need to contact us via email at: contact@ellafashion.store

 

For other questions about merchandise returns, visit the Frequently Asked Questions page.