Returns and Refund Policy
Last updated: Today
At Ella & Grace London, we want you to feel comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds and our 30-day money-back guarantee work.
This policy applies to purchases made through Ella & Grace London.
30-day money-back guarantee
We offer a 30-day money-back guarantee.
If you are not satisfied with your purchase, you can contact us within 30 days of receiving your order to request a return.
To start a return request, email us at:
Please include:
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Your full name
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Your order number
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The email address used for the order
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The reason for the return
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Clear photos if the item is damaged, faulty or incorrect
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Any additional information that may help us process your request
Our team will review your request and provide the appropriate return instructions.
The 30-day guarantee applies to eligible items that meet our return conditions. This guarantee does not affect or limit any statutory consumer rights you may have under applicable UK law.
Return approval
Please do not send any items back before contacting us.
All returns must first be approved by Ella & Grace London by email.
If your return is approved, we will provide the return instructions and the correct return address.
In some cases, returns may need to be sent directly to our supplier, which may be located outside the United Kingdom, including China.
Return shipping costs
For change-of-mind returns, size changes or items that are no longer wanted, the customer is responsible for the return shipping costs, unless otherwise required by applicable UK consumer law.
If the approved return address is with our supplier outside the United Kingdom, the customer is responsible for arranging and paying for the return shipping to that address, unless applicable law requires otherwise.
We recommend using a tracked shipping service and keeping your proof of postage.
Tracking required for returns
For an approved return, the customer may be required to provide valid return tracking details.
A refund will normally be processed after the returned item has been received and inspected by the supplier or return location.
If a returned parcel is lost in transit and cannot be confirmed as delivered, we may not be able to process the refund until the situation has been resolved.
Condition of returned items
To be eligible for a return under our 30-day guarantee, the item should be:
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Unworn
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Unwashed
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Unused
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In its original condition
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With tags and original packaging where possible
Items that show signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may not be accepted where permitted by applicable law.
This does not affect your statutory rights where an item is faulty, damaged or otherwise does not conform to your legal rights.
Items that may not be eligible for return
Some items may not be eligible for change-of-mind returns, including:
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Gift cards
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Final sale items, where clearly stated
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Personalised items
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Certain hygiene-sensitive or personal-use items
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Items that have been worn, washed or used
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Items returned without prior approval
Nothing in this section affects your statutory rights under applicable UK consumer protection law.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at:
Please include your order number, a description of the issue and clear photos of the item and packaging.
We will review the issue and work with you on an appropriate solution.
Your statutory rights under applicable UK consumer law are not excluded or limited by this policy.
UK Consumer Rights
Nothing in this policy is intended to limit your statutory rights under UK consumer protection law.
Where applicable, you may have legal rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods, including rights to a repair, replacement, price reduction or refund depending on the circumstances.
UK order cancellation process
If you wish to cancel an order, please contact us as soon as possible at:
Please include your:
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Full name
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Order number
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Email address used for the order
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Reason for cancellation, if applicable
If your order has not yet been processed or dispatched, we will do our best to cancel it before fulfilment.
If your order has already been dispatched, you may need to follow our return process instead.
Where UK law provides you with a statutory cancellation right, nothing in this policy is intended to restrict that right.
Refund processing
Once your return has been received and approved, we will notify you by email.
If your refund is approved, it will normally be processed back to your original payment method.
Please allow additional time for your bank, card provider or payment provider to process the refund.
Exchanges
We may offer an exchange or another suitable solution depending on the circumstances and product availability.
Please contact us at:
We will review your request and let you know what options are available.
Contact us
For return, refund, cancellation or order questions, please contact Ella & Grace London at:
