REFUND POLICY

Return Window

• Customers in United Kingdom have the right to cancel their purchase and return the product within 14 days of delivery date without providing any reason.

Return Instructions

• Return Notification: To initiate a return, contact our customer service at info@ella-jane.uk with your order number.

Packaging and Shipping

1. Safely pack the item in the original packaging with all labels and tags still attached.
2. Include the return form and any necessary supporting documents or images.
3. Download and print the return label.

Return Costs

• For Defective Products:
  There is no return cost for items that are incorrect, damaged during shipping, or otherwise defective. In such cases, we’ll send you a new item at no extra cost. Contact our customer service immediately and send us photos of the damage.

• For Customer Remorse (Change of Mind):
  If you return an item because it doesn't fit, you ordered the wrong product, or simply changed your mind, the actual return shipping cost will be charged to you.

  Returned items must be unused, undamaged, and in the original packaging.

  Please note: our warehouse is not always located in the UK. In some cases, you may be required to return your package to a fulfilment centre outside the United Kingdom. We will always provide clear instructions and the return address if this applies to your order.

Order Issues & Resolutions

• Incorrect Product Received: If you receive an incorrect product, contact us, and we will arrange that you receive the correct product.
• Product Never Arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.
• Cancellation After Order: You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.

Refunds

• Refund timeline: After receiving the returned item, we will process the refund within 7 business days. You will receive a confirmation email.

• Refund Methods: Refunds are made to the original payment method used at the time of purchase.

Questions?

• Visit our Frequently Asked Questions page or contact our customer service.