REFUND POLICY

100% return guarantee on new products
We offer a full return guarantee on all new products, with the exception of promotional items.

Sale items
Items purchased during a sale are not eligible for refunds or exchanges, even if the size is incorrect, except as required by law. Please ensure you choose the correct size before making a purchase.

Return costs
Customers are responsible for the shipping costs for returns. Ella-Jane does not reimburse return costs and is not liable for costs incurred during the return process. See our terms and conditions for all information.

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.

Return notification deadline
Returns must be reported within 14 days of receiving the item. Returns will not be accepted after this period. Please respect this deadline to be eligible for a return.

100% guarantee on defective items
We offer a full guarantee on all defective items. If a product has manufacturing defects, it can be returned for a full refund or exchange, depending on your preference.

For Defective Products
There is no return cost for items that are incorrect, damaged during shipping, or otherwise defective. In such cases, we will send you a new item at no extra cost. Contact our customer service immediately and send us photos of the damage. Returned items must be unused, undamaged, and in the original packaging.

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.

Return process
To initiate a return, send an email to customercare@ella-jane.uk. Once your return has been approved, you will receive detailed instructions to complete the return process.

Obligation to provide a return form
Returns without a completed return form cannot be processed. Please ensure that you include this form with your return to ensure that your request is processed correctly.

Refund timeline
After receiving the returned item, we will process the refund within 7 business days.

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. You will receive a confirmation email.