Refund policy

30-Day Money-Back Guarantee

We want you to love your Ellavelle order. If you're not satisfied, you can request a return within 30 days of the delivery date shown in your tracking information.

How to start a return

  1. Email us at info@ellavelle.com with your order number, the item(s) you'd like to return and the reason.
  2. We'll reply with your return instructions and the return address. Returns sent without authorization, or to any other address, can't be accepted.
  3. Ship the item back using a tracked shipping service and send us the tracking number. We can't issue refunds for returns lost on their way back to us, so we recommend insuring returns over $50.

Return conditions

  • Items must be in like-new condition, undamaged, and returned with all original packaging and parts.
  • Any free gifts received with the order must also be returned; otherwise their listed value will be deducted from your refund.
  • Return shipping costs are paid by the customer, unless the item arrived damaged, defective or is not what you ordered.
  • Original shipping charges are non-refundable.

Bundle returns

Bundle prices and free gifts apply when the full bundle is kept. If you return part of a bundle, your refund will be the amount you paid minus the single-item price (at the time of your purchase) of the item(s) you keep.

Refunds

Once your return arrives and has been inspected, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may need additional time to post the refund to your account.

Damaged, defective or incorrect items

If your order arrives damaged, defective or incorrect, contact us within 7 days of delivery with your order number and a photo or short video showing the issue. We'll send you a free replacement or, if a replacement isn't available, issue a refund. In most cases you won't need to send the item back.

Items we can't accept

  • Items returned after the 30-day return window.
  • Items damaged through misuse, accidents or normal wear (for example, damage from leaking batteries left inside the product).
  • Items returned without all original parts or packaging.

Cancellations and order changes

Orders are sent to our fulfillment team quickly. You can cancel or change your order within 12 hours of purchase by emailing us. After that, or once your order has shipped, it can no longer be canceled, but you can return it under this policy.

Refused or undeliverable packages

If a package is refused, left unclaimed, or returned to us because of an incorrect or incomplete address provided at checkout, we'll refund the product price once it's back with us, minus the original shipping and any return shipping charges. Alternatively, we can reship the order at the customer's cost.

Please contact us first

If anything isn't right with your order, please email us before opening a dispute with your bank or payment provider. We reply to every message within 24–48 business hours and can usually solve the issue much faster.

Contact

Questions about returns? Email info@ellavelle.com.

Customer service hours: Monday to Friday, 9:00 AM – 3:30 PM (CET). We aim to answer every inquiry within 24–48 business hours.