Returns Policy

We understand how disappointing it can be when something isn’t quite right — that’s why we’re here to support you every step of the way.

We offer a 14-day return policy, which means you have up to 14 calendar days from the date you receive all items in your order to submit a return request.

Please note: Return postage costs are the responsibility of the customer, unless the item is faulty or incorrect.

How to Request a Return

To begin your return, please email us at support@ellaraandco.com with the following details:

– The name of the item(s) you wish to return
– Your order number
– The reason for return
– A clear photo of the item in its current condition
– If there's a fault, please include images showing the exact issue

Step 1 – Once we receive your request, we’ll review it within 48 hours
Step 2 – If approved, we’ll send you the return instructions and return address
Step 3 – After we’ve received and checked the returned item(s), your refund will be processed within 5 working days, and credited to your original payment method. You’ll receive a confirmation email once complete

What Items Are Eligible?

– Items must be unworn, unused, with all tags and original packaging intact
– Sets must be returned in full – partial returns will not be accepted
– Items marked as Final Clearance are not eligible for return or refund
– For hygiene reasons, the following cannot be returned: lingerie, tights, socks, or accessories (except belts and bags)
– Swimwear can only be returned if the hygiene liner is still in place
– Orders paid entirely with Store Credit are considered Final Sale and non-refundable

What Is Not Considered a Fault?

The following will not be treated as quality defects:

– Loose threads, minor imperfections, or natural fabric textures
– Variations in colour due to lighting or screen differences
– Issues with fit or sizing – please refer to our size guide prior to purchasing
– Damage due to wear, washing, mishandling, or alterations
– Minor differences in measurements between similar size items

Where’s My Refund?

Your refund will be issued within 3 to 5 working days of your return being received and approved.

1 – Card Payments: Refunds will be returned to your bank or card issuer. Please contact your bank for timelines
2 – PayPal, Klarna, or similar platforms: Refunds will be returned to your original payment method
3 – Store Credit orders: Items purchased entirely using store credit are non-refundable

Important Information

– Original delivery charges are non-refundable
– We do not offer exchanges - simply place a new order and return the unwanted item
– Do not send returns to the address printed on your parcel - it will not be accepted
– Items sent without a return request will not be processed
– We are not responsible for any non-Ellara items mistakenly included in return parcels
– Failed deliveries caused by customer error (wrong address, name, or contact info) or refusal to accept parcels are not eligible for refunds

For any discrepancies in your delivery information, kindly email us at support@ellaraandco.com with your order number and correct details as soon as possible.