Refund policy

Return Policy — Ella & Eve

Return of Goods

If you are not satisfied with your purchase, you may return the purchased items in their original condition within 30 days of delivery (please include tracking number). Upon receipt of the goods, the purchase price will be refunded. All returns must be registered via our customer service.

I Have Received a Faulty Item

If you have received a faulty item, please contact our support team immediately with the following information:

  • Your order number
  • Which item is damaged
  • A description
  • Photographic evidence

If your parcel has been damaged on delivery, please take a photo and send it directly to our customer service team. All claims for damaged parcels must be made within 7 days of the delivery date. We cannot issue a refund, credit note or replacement without proof of damage from a member of our support team.

I Have Received the Wrong Item

In the unlikely event that you have received the wrong item, please contact our support team immediately and provide us with the following information:

  • Your order number
  • The name of the item you did not receive
  • The name of the item you did receive
  • A photo of the item you received

Exchange

Unfortunately, you cannot exchange items with us. If you wish to do so, we recommend that you return the product to us and then order the correct product from us.

For Faulty Products

If the product is faulty, has been damaged in transit or is otherwise defective, there is no return charge.

If I Want to Return the Item(s)

If the customer has purchased the wrong product, does not fit or no longer wants it, the customer is responsible for the actual cost of return shipping and the return receipt.

Return Address

Ruichao Wang Naishi Warehouse, 5th Floor, Building 4, Phase 2, Niannianhong Furniture Group Choujiang Street, Yiwu City, Zhejiang Province (Intersection of Tonghe Road and Yongmao Road) 322000, China

Please don't hesitate to always reach out to our customer support as well: support@ella-eve.com

Cancellation Policy

If you wish to cancel your order, you must notify us within 24 hours, after which we reserve the right to refuse cancellation if your order is already being processed. In this case, kindly wait upon the receipt of the order, thank you for your understanding.

Please don't hesitate to always reach out to our customer support as well: support@ella-eve.com

Return & Refund Policy

1. Return Period

You have 30 calendar days from the delivery date of your order to initiate a change-of-mind return request. For items with significant defects or faults, the rights provided under the Canadian Consumer Protection Act and applicable provincial consumer protection legislation apply, which may extend beyond this period.

2. Cost Summary

To ensure full transparency, below is a summary of any costs related to returns:

  • Restocking fees: $0.00 CAD
  • Return shipping (defective, damaged, or incorrect item): $0.00 CAD (Ella & Eve covers all costs)
  • Return shipping (change of mind): At the customer's expense

Currency: All amounts are shown in Canadian Dollars (CAD).

3. Return Conditions

To be eligible for a change-of-mind return, the item must meet the following requirements:

  • The item must be unused, unwashed, and in its original condition.
  • All original tags, labels, and packaging must be intact and undamaged.
  • Proof of purchase (order number or receipt) must be provided.

The following items are not eligible for return:

  • Items marked as "Final Sale" at the time of purchase.
  • Perishable goods, underwear, or hygiene-sensitive items (e.g., earrings, swimwear, where applicable) for health and safety reasons.
  • Items used, altered, or damaged by the customer.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, Ella & Eve will arrange a replacement or a full refund at no additional cost to you. For items valued under $34.99 CAD or items clearly damaged on delivery, we generally do not require physical return; for other cases, we will arrange free collection through a partner courier.

Action required: Contact us immediately at support@ella-eve.com within 30 days of delivery. Include your order number, a clear photo of the item and packaging, and a brief description of the issue. We will promptly arrange a free replacement or a full refund.

5. How to Initiate a Return (Change of Mind)

To ensure a smooth return process, please follow these steps:

  1. Contact us first: Do not send items without prior authorization. Email support@ella-eve.com with your order number and the reason for the return.
  2. Receive instructions: Our customer service team will respond within 1 business day (Mon–Sat) with specific instructions and the correct return address.
  3. Ship the item: Pack it securely and send it to the return address provided. We recommend using a trackable shipping method. Ella & Eve is not responsible for items lost or damaged during return transit for change-of-mind returns; this exclusion does not apply to defective, damaged, or incorrect items, for which we arrange and cover the return shipping.

6. Exchanges (Size or Color Replacement)

We offer free exchanges for size or color on the same item, subject to stock availability. To request an exchange:

  • Contact us within 30 days of delivery at support@ella-eve.com, indicating your order number, the item to be exchanged, and the new size or color desired.
  • Availability check: Our team will confirm the availability of the new item within 1 business day. If the requested item is not available, we will offer you a full refund or a store credit of equal value.
  • Exchange shipping: Once we have received and verified the original item at our warehouse, we will ship the new item within 2 business days, at no additional shipping cost to you.
  • Conditions: The item to be exchanged must meet the same conditions required for returns (unused, unwashed, with original tags and packaging intact).

Exchange shipping costs:

  • Shipping the new item (to the customer): $0.00 CAD (covered by Ella & Eve)
  • Return shipping of the original item: At the customer's expense
  • Exchange for a defective or incorrect item: $0.00 CAD (both shipments covered by Ella & Eve)

Only one free exchange per order is permitted. For additional exchanges on the same item, we recommend proceeding with a return and a new purchase.

7. Returns Address

All approved Ella & Eve returns must be sent to our dedicated facility:

Ruichao Wang Naishi Warehouse, 5th Floor, Building 4, Phase 2, Niannianhong Furniture Group Choujiang Street, Yiwu City, Zhejiang Province (Intersection of Tonghe Road and Yongmao Road) 322000, China

Important note: Our administrative office is located at Damstraat 9A, 7121 AW Aalten, Netherlands. Please do not send returns to this address. Returns sent to the wrong address cannot be processed or refunded.

8. Refund Processing

Once we have received and verified your returned item at our facility (generally within 3 business days of receipt), we will notify you by email regarding the approval or rejection of the refund. If approved, the refund will be processed within 7 business days and credited to the original payment method.

The refund includes the product price and the original standard shipping costs paid at the time of the order (any "premium" or "express" shipping costs exceeding the standard rate are non-refundable). Return shipping costs for change of mind remain the customer's responsibility.

No restocking fees: We do not charge any restocking fees. You will receive a full refund of the product price. Processing times may vary depending on your bank or payment provider.

9. Consumer Rights

Our products are covered by guarantees that cannot be excluded under the Canadian Consumer Protection Act and applicable provincial consumer protection legislation. You are entitled to a repair, replacement, or refund in the event of a lack of conformity, as well as compensation for any foreseeable damages. You also have the right to withdraw from the purchase within 14 days of receiving the item, without needing to provide any reason (pursuant to the Canadian Consumer Protection Act and applicable provincial legislation).

Withdrawal form: To exercise your right of withdrawal, you may use a model withdrawal form where one is required by applicable law. Use of a form is not mandatory: an explicit statement sent to support@ella-eve.com indicating the order number is sufficient.

Nothing in this Return & Refund Policy limits or excludes your rights under the Canadian Consumer Protection Act and applicable provincial consumer protection legislation.

10. Cancellation Policy

If you wish to cancel your order, you must notify us within 24 hours, after which we reserve the right to refuse cancellation if your order is already being processed. In this case, kindly wait upon the receipt of the order, thank you for your understanding.

Please don't hesitate to always reach out to our customer support as well: support@ella-eve.com

11. Contact and Company Information

For any questions or concerns regarding our Return & Refund Policy, please contact us:

  • Email: support@ella-eve.com
  • Phone: +31 6 36 03 83 47
  • Response time: Within 24 hours
  • Returns address: Ruichao Wang, Naishi Warehouse, 5th Floor, Building 4, Phase 2, Niannianhong Furniture Group, Choujiang Street, Yiwu City, Zhejiang Province, 322000, China
  • Hours: Monday to Friday, 9:00 AM – 5:00 PM (CET/CEST – Amsterdam Time)