Return & Refund Policy
Return & Refund Policy — Ellis & Rae
At Ellis & Rae, we want you to shop without worries. If you are not fully happy with your purchase, we are glad to help you in line with the policy below.
1. Cancelling an order
You can cancel your order free of charge within 30 minutes after placing it. Please send your cancellation request to support@ellis-rae.com.
After those 30 minutes, your order moves into processing. From that moment it can no longer be cancelled or combined with another order. Need to correct your shipping address? You can still request an address change within 24 hours after placing your order.
2. Returns start after delivery
A return can only be requested once your order has been delivered.
An order that is still on its way cannot be cancelled or refunded just because it has not arrived yet, as long as it is still within the expected delivery time shown at checkout and in our Shipping & Delivery Policy.
3. Conditions for a return
To be eligible for a refund:
- You submit your return request within 30 days after delivery.
- The item has not been used.
- The item has not been worn.
- The item has not been washed.
- All original tags are still attached.
- The item is sent back in its original packaging wherever reasonably possible.
You are of course welcome to try on clothing or shoes to check the fit.
4. Return shipping
Unless applicable consumer law says otherwise:
- You arrange the return shipment yourself.
- You pay the return shipping costs.
- You pay any customs duties or import charges related to the return.
We highly recommend using a shipping service with tracking. Ellis & Rae is not responsible for returns that get lost on the way.
5. Return address
Please do not send anything back before contacting our customer service. Once your return request has been approved, we will send you the correct return address and instructions.
Returns sent without approval may be delayed or may not be processed.
6. Refunds
As soon as we have received and checked your return, we will let you know whether your refund has been approved.
Approved refunds are paid back to the payment method you originally used. Please allow:
- up to 14 business days for us to process the refund after we receive your return;
- some extra time for your bank or card provider to complete the payment.
7. Exchanges
Ordered the wrong size or want to swap an item? Contact us at support@ellis-rae.com and our customer service team will look at the exchange options for you.
8. Wrong, damaged or faulty items
If your order arrives damaged, faulty or is not what you ordered, please let us know within 7 days after delivery and include:
- your order number;
- clear photos showing the problem.
Our customer service team will review your request and offer a suitable solution.
9. Contact us before filing a chargeback
We aim to solve any issue quickly and fairly. Before starting a payment dispute or chargeback, we ask you to contact our customer service team first.
Most issues can be resolved with:
- a return;
- an exchange;
- a replacement;
- a partial refund;
- store credit;
- a full refund where applicable.
10. Items that cannot be returned
We may refuse a return if:
- the item has been worn beyond trying it on;
- the item has been washed;
- the tags have been removed;
- the item has been damaged on purpose;
- the return request was made after the return period ended.
Sale items are not eligible for a refund, unless applicable consumer law gives you a right to return them.
11. Delivery
An order counts as delivered once the carrier marks the package as delivered at the address you provided.
Please make sure your shipping address is correct before completing your order.
12. Contact
For all return requests:
30-Day Money-Back Guarantee
At Ellis & Rae, your satisfaction comes first. Shop with peace of mind thanks to our 30-day return policy.
Ellis & Rae