Return Policy

At Ellie & Mae, customer satisfaction is a priority. However, if you are not fully satisfied with your purchase, you may request a return under the conditions outlined below.

Return Conditions

  • Items can be returned within 14 days of receipt

  • The customer is responsible for all return shipping costs, including international shipping fees

  • Products must be unused, unwashed, undamaged, and returned in their original condition, including tags and packaging

  • Items showing any signs of use are not eligible for return or refund

  • Returns made with the intention of obtaining a partial refund are not permitted

  • Ellie & Mae reserves the right to review and limit returns in cases of excessive or unusual return activity, including orders containing multiple quantities of the same item in identical size and color combinations purchased with the apparent intent of returning part or most of the order

Return Procedure

To initiate a return, please send an email to support@ellieandmae.com within 14 days of receiving your order.

Refund

Once your return has been received and inspected, and meets all conditions, your refund will be processed within 14 days using the original payment method.

Liability

Ellie & Mae is not responsible for loss or damage of returned items during transit.

Providing incorrect shipping details is the responsibility of the customer. Any issues must be reported within 24 hours.

Alternative Solutions Before Returning

Before proceeding with a return, Ellie & Mae may offer alternative solutions where appropriate, such as:

  • A replacement item

  • A partial refund

  • Store credit

If none of these options are suitable, your right to return remains valid.

You will receive the return address of our supplier (located in Asia) after your request is approved.

Returned items must be shipped securely. All shipping costs and any additional fees remain the responsibility of the customer.
We strongly recommend using a trackable shipping method (track & trace).

Order Cancellations and Changes
Orders can only be amended or stopped before dispatch when we are contacted within 24 hours of the order being placed. After this period, the order may already have entered processing or been dispatched, and we cannot guarantee that it can be stopped.

If the order can no longer be stopped, the customer may exercise their applicable cancellation and return rights after receiving the parcel. The item must be returned in accordance with our Returns Policy before the refund is processed.

Contact

For any questions or return requests, please contact:
support@ellieandmae.com