Refunds & Returns
We hope you are delighted with your purchase from Ellie Lane but we accept that sometimes a refund may be required.
Our policy lasts 14 days. If 14 days have gone by after you have received your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please return your unwanted item to the address below and let us know if you would like an exchange.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund.
If we approve your refund then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 7 working days.
Unfortunately some of our items are exempt from being refundable.
Exclusions include all earrings for hygiene reasons, soap which has been used, where the packaging has been opened, damaged and bespoke fabric orders. To alleviate the need for returns on our fabric, we do provide an opportunity to purchase fabric samples.
Gift cards are non returnable.
Any returnable item which is not in its original packing, is not in its original condition or returned after 14 days cannot be returned.
Late or missing refunds
If you haven’t received a refund with in 7 working days please first re check your bank account. Please then contact your credit card company or bank as it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
If you need to exchange it for the same item, send us an email at hello.ellielane.com
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified of your return.
Cancelling an order
If within 14 days of placing your order you would like to cancel your order, please let us know at firstname.lastname@example.org and we will cancel the order for you.
To return your product, you should mail your product to:
Ellie Lane, Brook House, Henbrook Lane, Upper Brailes, Nr. Banbury, Oxfordshire OX15 5BA.
The original postage costs will not be refunded. You will be responsible for paying for your own shipping costs for returning the item.
If you receive a refund then the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may varying.
Please use a trackable shipping service or purchase shipping insurance as we do not guarantee that we will receive your returned item.