Return policy

Returns & Refunds

Can I return my order?

Yes! You may return your order within 30 days of receiving it, provided the following conditions are met:

• The item is unused, in its original packaging, and in resellable condition.
• Any hygiene-related items (e.g., intimates, swimwear, or beauty tools) must be cleaned before being returned.

The 30-day return window begins on the day your package is marked as delivered.

How to Start a Return

To begin a return, please make sure you have the following information ready:

• Order number
• Reason for return
• Your full name
• Shipping address

Important: Do not send your return to the sender’s address listed on the package. Our customer service team will provide the correct return address after reviewing your request.

After receiving your return, we will process the refund within 5 business days.

📩 Once you're ready, email our team at support@ellaandhart.com. We normally respond within 24 hours.

We do not offer free returns. All return shipping costs are the responsibility of the customer.

Right of Withdrawal

If you are a consumer (i.e., a person ordering for personal, non-commercial use), you have the right to cancel your order within 14 days of receiving it.

Withdrawal Period

The 14-day withdrawal period begins on the day you (or someone authorized by you, excluding the delivery service) receive the final item in your order.

Note: Because our system is fully automated, your order is processed immediately upon purchase. For this reason, cancellations are not possible once the order has shipped.
Refunds are only issued after we have received the returned item.

To exercise your right of withdrawal, please contact our customer support team at: support@ellaandhart.com

Refunds After Return

Once your returned item has been received and approved, we will refund the full purchase price including standard shipping costs (excluding any additional charges for express shipping) within 5 days.

Refunds are issued to the original payment method used during checkout.
We do not charge any fees for refunds.

Shipping Information

Our products ship from international fulfillment centers, including locations in Asia. As such, delivery times may vary depending on destination and customs processing.

To speed up return processing, please send us the tracking number once your return is in transit.

Return Terms

Return shipping costs are the responsibility of the customer. This includes all shipping costs, as well as any customs duties, taxes, or import fees.

Return Address

All returns must be sent at the customer’s expense to our central warehouse in Asia.

Please use a trackable shipping method to ensure your return is safely delivered.
Ella & Hart is not responsible for return shipments that are lost or untrackable.
We recommend using a shipping service that offers tracking and insurance, as we are unable to issue refunds for items that do not arrive at our return facility.