Returns and Refunds
We spend a lot of time thinking about the items that we stock and we always aim to bring you only those which we believe to be the best. That said, we also recognise that circumstances change, and we want to make sure you are always happy with everything you buy from us. We are therefore 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:
- personal care items such as body oils or scrubs
- gift cards
- items on sale including all items from our OUTLET section
*Please note that due to the impact of Brexit we are temporarily not accepting returns from outside the U.K. If you are concerned about potentially having to return your item please get in touch with us prior to placing your order as we will not be able to accept a return without prior agreement. Thank you for your understanding during this challenging time.*
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and 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 firstname.lastname@example.org.
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 it for the same item, send us an email at email@example.com and we will provide shipping address details.
Returning your items
To return your product, you should email us at firstname.lastname@example.org and we will provide you with 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.