Our Returns Policy
At Ellen Clo we think customer service is extremely important and we aim to please every single customer. We supply in depth size guides to make sure you can make careful consideration on the best size and style for you. All orders are packaged carefully by hand to ensure items arrive safely.
We accept returns on all products except knickers and thongs, within 14 days from the date you receive your order. We do not offer refunds on knickers and thongs due to hygiene reasons. We ask you to allow 14 working days for all returns to be processed and refunded once we receive it.
All items must be unworn, unused, unwashed, and still in a saleable condition. This means items must not be marked or snagged in any way.
- All tags must still be attached, and items must be sent back in its original packaging (including frosted bag). No exceptions.
- All items must be sent back via tracked/recorded delivery.
We inspect all returned items and if any of these conditions are not met, then your items will be refused and sent back to you.
Please note return shipping costs are at the responsibility of the customer. We do not cover any return postage fees when sending items back to us.
We do not accept returns on sale items. However, please reach out to us and we can see if there is anything we can do to help if you need a new size for a sale item and we still have some in stock.
How do I start a return?
If you want to return an item, please email us at email@example.com with your full name, order number and reason for the return. We will then give you instructions on how to send your items back to us.
What if my item is faulty?
Every item that leaves Ellen Clo is thoroughly hand checked, inspected, and carefully packaged before being sent to customers. Therefore, the likelihood of you receiving a faulty or damaged item is extremely low. However, if you feel there is a clear manufacturing fault with your item, or you have received incorrect items please contact us immediately at firstname.lastname@example.org so we can investigate the issue and make it right.
Ellen Clo will pay all postage fees incurred when sending faulty or incorrect items back to us.
How long will it take to process my return?
We aim to process all returns ASAP, but it may take up to 14 working days for your refund to be processed. You will receive an email stating we have received your return and whether we have accepted the return. If the return is rejected, we will provide you with a reason and ship the goods back to you.
Do you pay for return postage?
No, we do not pay for return postage fees. Postage, delivery costs, duties and taxes incurred due to change of mind, size change or any other reason other than damaged goods, are the customer's responsibility.
Can I cancel my order?
You are allowed to cancel your order up until the point it is shipped by us (we aim to ship orders within 48 hours of order placement, and it is often much sooner than this). Please email us at email@example.com as soon as possible with your order number and we will confirm whether your order has left our warehouse yet. If your order has not left yet, we will issue you with a full refund.
CUSTOMS IMPORT DUTIES & TAXES
Items shipped internationally sometimes incur local duties and customs charges. We have no control over these charges and therefore these are not included in your order total. The shipping courier will contact you if any duties need to be paid before delivering your parcel. Ellen Clo has no responsibility in paying these charges and it will be the buyers’ responsibility to pay any outstanding duties and customs.
If you have any questions about this, please contact your local customs office for further information before placing an order.
If you need help with anything else we are always happy to assist, please email us at firstname.lastname@example.org and we will be in touch with you shortly. Please be assured, we will always aim to help you as best we can in any scenario.