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Ell & Eve - Return & Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Eligibility for Returns To ensure the highest quality for all our customers, items must be returned in their original condition:
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Unworn and unused, with no scents of perfume, oud, smoke, or deodorant.
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Original security tags and brand labels must be intact. Items with removed, cut, or reattached tags will not be accepted.
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In its original packaging, including any protective garment bags.
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Free from any stains (makeup, tan, etc.), snagging, or signs of wear.
How to Start a Return To start a return, you must contact us first at ellandeve.care@gmail.com.
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Please include your Order Number and clear photos of the item’s current condition (including tags).
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If your return is accepted, we will provide you with the specific return shipping address and detailed instructions via email.
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Important: Please do not send items back to the sender's address on the package or any other address without our prior confirmation. Items sent back without authorization will not be accepted.
Return Shipping & Fees
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Non-Quality Returns: For returns due to personal reasons (e.g., style preference or incorrect size selection despite our provided size guide), the customer is responsible for the return shipping costs.
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Shipping Labels: We do not provide free return labels unless the item is confirmed to be defective upon arrival.
Damages and Issues Please inspect your order upon reception. For evening wear, any claims of defects or damages must be reported to ellandeve.care@gmail.com within 48 hours of delivery. We will evaluate the issue and make it right.
Exceptions / Non-Returnable Items The following items cannot be returned:
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Custom products: Special orders or gowns that have been tailored/hemmed to your specific height.
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Hygienic items: Personal care goods or beauty products.
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Final Sale: Items marked as "Final Sale" or purchased during clearance events.
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Gift cards.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day Cooling Off Period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason. The item must still meet all "Eligibility" criteria mentioned above.
Refunds We will notify you once we’ve received and inspected your return. If the item is found to be worn, stained, scented, or without original tags, the refund will be rejected and the item will be held until the customer arranges redelivery at their own expense.
If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ellandeve.care@gmail.com.