Return Policy
What is your cancellation policy?
We do accept cancellations. However, any cancellations after the 24hrs period will not be accepted.
I changed my mind, can I get a refund?
Due to some items being very personal and limited, we do not take returns for refunds or credit. Please make sure before you finalize your purchase, you have selected the correct size and color of your items.
What is your return policy?
We do not accept returns. ALL SALES ARE FINAL. Please make sure that before you finalize your purchase, you have selected the correct sizes and colors of your items. Items sent to our location will not be returned to the sender under any circumstance unless paid for by the sender.
Please note the following items are final sale and cannot be returned or exchanged:
- Scarfs & Silks
- Jewelry (Earrings, Bracelets, Necklace, Rings)
- Handbags
- Hats & Headbands
- Face masks
- Accessories
- Gift cards and all items marked Final Sale.
Original shipping and handling fees are non refundable.
However, in the unlikely event that we have inadvertently sent you incorrect merchandise or you have received defective merchandise, please notify us immediately upon receipt of goods by email or telephone. Upon receipt of the wrong item, we will fully examine it and notify you via e-mail, within a reasonable period of time. If the wrong item is returned with damages or defects, you may be responsible for damages or defects that were caused after you received the item. We will replace merchandise as long as it is return in it's original form with tags and packaging attached. We will not charge you for the shipping costs of replacement merchandise as long as the item is returned by mail.
What is your exchange policy?
We do not accept exchanges. ALL SALES ARE FINAL. Please make sure that before you finalize your purchase, you have selected the correct sizes and color of your items.
If you would like to exchange an item due to defective merchandise at the time of delivery to you, please contact customer service immediately. Upon receipt of the returned product, we will fully examine it and notify you via e-mail, whether you are entitled to a replacement as a result of the defect or damage. If entitled to a replacement item due to defect or damage, we will replace the product, subject to inventory, within a reasonable period of time.
If you would like to exchange an item due to the wrong item being shipped to you, please contact customer service for authorization. If entitled to a replacement item due to the wrong item being shipped to you, we will replace the product, subject to inventory, within a reasonable period of time.
All requests for an exchange must be made within 48hrs after the package is received.
The item MUST be in the same condition that it was received (unworn). We CANNOT exchange the item if it has been worn, used or damaged.
If we authorize your exchange, please include a copy of the receipt, your contact number, and the item information (such as collection name, color, and size) that you would like with your return. After we have received the package, we will contact you to confirm the details and have the new item sent out.
All exchange shipments are the responsibility of the customer. Exchange requests made after 48hrs of receipt of the item will not be accepted.
ALL ELIGIBLE EXCHANGES ARE SUBJECT TO AVAILABILITY OF INVENTORY. ITEMS THAT ARE ELIGIBLE FOR AN EXCHANGE MAY ONLY BE EXCHANGED ONCE PER ORDER.
What if I never received my item?
We are not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon request, we will confirm delivery to the address provided, date of delivery, tracking information and shipping carrier information for you to investigate. If an item was lost or stolen, it is your responsibility to file a claim with the shipping carrier to receive compensation for lost or stolen packages that are the fault of the shipping carrier.
How do I contact Customer Service?
Please email us at ellereluxurycollection@yahoo.com. Please make sure to include all relevant information like your order number, collection name, size, quantity and color so we can better assist you.