All sales are final. We do not offer refunds on any of our products. We offer exchanges only on incorrect orders.
Exchange Policy
We have a 14 day exchange policy. Once the order exceeds the 14 day time-frame from the delivery date, we unfortunately cannot exchange any items. Bespoke orders are non-exchangeable.
To be eligible for an exchange:
-The item must be an incorrect size or be an incorrect design or colour.
-The incorrect item must be returned fully. Sets must be sent back as full sets (e.g. two piece designs)
-The item must be unused and in the same condition that it was received.
-It must also be in the original packaging.
-Items must be unworn, unwashed and must have original tags attached.
-The exchange will be denied if these requirements are not satisfied and the previous order will be returned.
Requirements:
An email must be sent to @theellamariesales@gmail.com notifying us of the incorrect order with evidence. The email must include:
-The order number
-Reason for the return
-The item, colour or size you would like to exchange it for
-The order number must be included when returning the item.
Once the item is eligible for exchange and all requirements have been satisfied, we will accept the exchange and send an email with the specific address to which the item must be returned to. We aim to reply within 24hrs. However, this may not always possible, please do allow 2-3 days for an response.
Once we receive item, we will ship the correct order within 2-3 days.
Please Note:
You will also be responsible for a reshipment fee to ship the order.
Items that come with undergarments, leotards etc cannot be exchanged.
If the item desired is sold out, please look for secondary options.
We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from Royal Mail to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fees, customs or back end charges once the package has exited the United Kingdom.
