Returns and Refunds
We are happy to accept returns as long as the following conditions are met:
- The item must be returned unused and in its original packaging (i.e., we must receive the item back in the same condition in which you received it);
- No more than 14 calendar days can elapse between the purchaser receiving the item, and it being returned to ELLEI HOME;
- The following items cannot be returned:
- gift cards
- books
- items on sale, including all items from our the OUTLET section or our Ex-Prop and Seconds Sale;
- All orders from outside the UK, including EU countries, must be clearly marked as a return for customs clearance purposes. If we incur any customs charges, the charges will be deducted from the sale price prior to a refund being issued;
- All returns from outside the UK will incur a 15% restocking charge. If you would like to understand why there is a restocking charge for international orders please contact us at hello@elleihome.com and we will be more than happy to explain the third-party charges we incur with returns.
Refunds (if applicable)
Once your return is received and inspected, we usually issue refunds on the same day. However, the platform we use normally takes 24-48 hours to process the refund and issue a return notice. Therefore, please expect to receive an email confirming that your refund has been processed within 24-48 hours of us receiving your retunr.
Once your refund has been approved and processed, a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at hello@elleihome.com.
Sale items (if applicable)
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange an item, send us an email at hello@elleihome.com and we will provide you with instructions and the shipping address details.
Returning your items
To return your product, you should email us at hello@elleihome.com and we will provide you with the address details for shipping.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping on the original order will be deducted from your refund.
If you are shipping a valuable item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.