Refund policy
THE ELLA ARCHIVE — RETURN & REFUND POLICY
We want you to love every piece you purchase from The Ella Archive. Please review our return policy carefully before placing your order.
RETURNS & EXCHANGES
Eligible items may be returned within 5 days of delivery. Items must be unworn, unused, unwashed, undamaged and returned in their original condition with all original tags, packaging and accessories attached.
Items showing signs of wear, washing, alteration, stains, perfume, makeup, damage or removed tags will not be accepted.
SIZE & FIT
Customers are responsible for selecting the correct size before ordering. Where an eligible item is available in another size, an exchange may be offered subject to stock availability. Return and redelivery costs for size-related exchanges are the customer’s responsibility unless the incorrect item was sent by The Ella Archive.
BEAUTY, FRAGRANCE & HYGIENE-SENSITIVE ITEMS
For hygiene and safety reasons, opened, used or unsealed beauty, skincare, fragrance, cosmetic and other hygiene-sensitive products cannot be returned or exchanged unless they arrived damaged, defective or incorrect.
PERSONAL SHOPPING & SPECIALLY SOURCED ITEMS
Items specially sourced, purchased or ordered specifically at a customer’s request may be final sale and may not be eligible for return, cancellation or exchange. Any applicable conditions will be communicated before the order is confirmed.
FINAL SALE ITEMS
Items clearly marked Final Sale, gift cards, personalized/customized products, and other non-returnable items identified at the time of purchase cannot be returned or exchanged, except where required by applicable law.
DAMAGED OR INCORRECT ORDERS
Please inspect your order as soon as it arrives. If an item is damaged, defective or incorrect, contact us promptly and provide your order number together with clear photographs of the item and packaging so we can review the issue and make it right where appropriate.
REFUNDS
Once an approved return has been received and inspected, we will notify you of the outcome. Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Original shipping charges are non-refundable unless the return resulted from an error by The Ella Archive or where otherwise required by applicable law.
RETURN SHIPPING
Customers are responsible for return shipping costs for eligible returns unless the item received was damaged, defective or incorrect. We recommend using a trackable delivery service, as The Ella Archive cannot be responsible for returned parcels that are lost in transit.
CONTACT US
To request a return or exchange, please contact The Ella Archive with your order number and reason for the request before sending anything back. Returns sent without prior approval may not be accepted.
This policy does not limit any rights you may have under applicable consumer protection laws.