Returns Policy

At Ella & Ivy, we want every customer to have a positive shopping experience. If you need to return a product, this Returns Policy explains the conditions and process for doing so.

Return Conditions

A return request can only be submitted after you have physically received the item.
Returns must be registered within 30 days of receiving your order.
Return shipping costs are the responsibility of the customer, including any international shipping costs or customs fees.
Items must be unused, unworn, undamaged, and returned in their original condition, with all labels and tags attached.
Trying on an item is permitted. Wearing an item is not.
Products that were intentionally ordered in multiple sizes with the intention of returning part of the order are not eligible for return.
Returned items must include tracking information to ensure safe delivery.

Return Process

To request a return, contact us at info@ellaandivy.com within 30 days of receiving your order.

You will receive the return instructions and return address.

Items must be returned at your own cost, including any applicable postage, shipping charges, or customs fees.

We strongly recommend using a shipping method with tracking, as Ella & Ivy is not responsible for items lost during return shipping.

Refunds

Once the returned item has been received and inspected, your refund will be processed within 14 business days through the original payment method.

Refunds are only issued when the returned product arrives in its original condition and meets the requirements of this Returns Policy.

Defective or Damaged Items

If you receive an item that is defective or damaged, please contact our customer service team as soon as possible with:

Your order number
The item that is damaged or defective
A description of the issue
Photo evidence showing the damage

If your package was damaged during delivery, please provide photos of both the damaged packaging and the product within 7 days of delivery.

A refund, replacement, or store credit cannot be issued without sufficient proof of the issue. If the item is confirmed to be defective or damaged, Ella & Ivy will cover reasonable return costs and provide an appropriate solution.

Received the Wrong Item

If you receive an incorrect item, please contact us at info@ellaandivy.com as soon as possible with:

Your order number
The item you expected to receive
The item you received
A photo of the received item

Our team will review the issue and provide a suitable solution.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original item according to this policy and place a new order.

Cancellations

If you wish to cancel your order, please contact us within 12 hours of placing your order.

Once an order has been processed or shipped, cancellation is no longer possible. In this case, please wait until your order arrives and follow the regular return process.

Post-Purchase Discount Offers

If you use a post-purchase offer, such as purchasing an additional identical item at a discounted price immediately after your original order, the additional discounted item cannot be returned separately while keeping the original item.

Such offers are considered part of the same purchase and cannot be refunded individually.

Liability

Ella & Ivy is not responsible for lost packages where tracking information confirms delivery to the address provided by the customer.

If an incorrect delivery address was provided, the customer is responsible for contacting us within 12 hours of placing the order to request a correction.

Contact

For any questions regarding returns, please contact us at:

info@ellaandivy.com