Return Policy

Is it possible to return my order?

Yes, it is.

If you’re not satisfied with your order, you may return it within 30 days of receipt, provided the following conditions are met:

  • The product is complete and in its original packaging.

  • Only normal handling is visible; any damage from careless use is excluded.

  • Items where hygiene is a factor have been thoroughly cleaned before return.

  • Any product defects must be reported immediately upon delivery.

Your Return Options

1. Partial Refund — Keep the Product
Not fully satisfied but prefer to keep the item? We can offer a partial refund. There’s no need to return the product.

2. Full Refund — Return the Product
If you prefer a full refund, the product must be returned in undamaged condition to our international warehouse.
➡️ Return shipping costs are the customer’s responsibility.

Important Return Conditions

  • Always register your return by contacting us first. Never send anything to the sender's address without confirmation.

  • We strongly recommend Track & Trace for return shipments. We are not responsible for lost parcels.

  • If a parcel is refused or not picked up and is returned to the supplier, €15 may be deducted from your refund.

  • Returns are processed within 7 working days of receipt, provided all conditions are met.

  • We reserve the right to decline returns if products show signs of use or damage not caused by us.

How to Return Your Order

If your order meets the above conditions, please email us at:
📧 info@ellisandcole.com

Include the following:

  • Your order number

  • Reason for return

  • A photo (if item is damaged)

  • Your full name

  • Your shipping address

We will reply with the correct return address.
➡️ Do not send the item to the sender’s address.

Cancellation Policy

Right to Cancel

As we use an automated fulfillment system, orders are typically processed immediately.
You may cancel an order within 1 hour of placing it. After that, cancellation is no longer possible.

If the order has already shipped, cancellation is not available. Once delivered, you may return it under our standard return policy.

➡️ Return shipping is always at the customer’s expense.

To cancel an order, email a clear request to: info@ellisandcole.com
Cancellation is complete once we have received and inspected the returned item(s).

Orders in Transit

Since we ship internationally, delivery times may vary, and delays beyond our control can occur. If your order is already in transit, we kindly ask for your patience.

Should you still wish to return it upon delivery, please send us a shipping confirmation to expedite the process.

Refunds After Withdrawal

Upon a valid return or withdrawal:

  • We will refund your original payment excluding any shipping or extra fees (e.g. express shipping).

  • Refunds are made using the original payment method unless agreed otherwise.

  • No refund processing fees will be charged.

  • Refunds are issued within 14 days after receiving both your cancellation notice and returned item(s).