Refund Policy

Ellie’s Closet

Order Confirmation & Acceptance

By placing an order through the Ellie’s Closet website, you acknowledge that you have read, understood, and agreed to this Refund & Return Policy.

Completing a purchase confirms that you:

  • Accept the return conditions and applicable time limits

  • Agree to follow the return process described below

  • Understand that, in the event of a payment dispute or chargeback, this policy and order records may be used as supporting evidence

Returns

If you are not fully satisfied with your purchase, you may request a return for eligible items within 30 days of delivery, provided all requirements listed below are met.

Return Conditions

To be eligible for a return:

  • Items must be unused, unworn, and unwashed

  • Products must be in their original condition and packaging

  • Only minimal inspection and handling may have occurred

  • Return shipping and any handling costs are the responsibility of the customer

Once your return is received, it will be inspected and processed within 7 business days. Ellie’s Closet reserves the right to refuse returns that show signs of wear, improper use, or damage not caused by us.

How to Start a Return

To request a return, please follow these steps:

  1. Contact us at info@ellies-closet.com within 30 days of delivery

  2. Include the following details in your email:

    • Order number

    • Reason for return

    • Clear photos (required for damaged or defective items)

    • Full name and shipping address

  3. Wait for confirmation and return instructions before sending the item

Returns sent without prior approval may be rejected.
We strongly advise using a tracked shipping method and keeping proof of shipment until the return process is completed.

Damaged or Defective Products

If your order arrives damaged or contains a manufacturing defect, please notify us within 2 days of delivery by emailing info@ellies-closet.com.

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photos or a short video showing the problem

After verification:

  • A replacement may be offered, depending on availability and the issue

  • In some cases, a return may not be required

  • Replacement orders are typically processed within 7–14 business days

Lost, Refused, or Unclaimed Shipments

If your package appears to be lost during transit:

  • Contact us with your order number and tracking details

  • We will assist with a courier investigation and arrange a replacement or refund if the loss is confirmed

If a shipment is refused, unclaimed, or returned due to an incorrect address provided at checkout, a $35 CAD fee will be deducted from any refund to cover shipping and administrative costs.

Cancellations & Right of Withdrawal

In accordance with applicable consumer protection guidelines, you may withdraw from your purchase within 30 days of receiving your order.

Please note:

  • Orders cannot be canceled once they have been shipped

  • If an order is already in transit, a return request may be submitted after delivery

  • To cancel before shipment, contact info@ellies-closet.com as soon as possible

  • Return shipping costs remain the responsibility of the customer

Chargebacks & Payment Disputes

If you experience any issues with your order, we encourage you to contact us first so we can resolve the matter quickly.

In the event of a chargeback or payment dispute, we may provide documentation to the payment processor, including:

  • Order confirmation details

  • Shipping and tracking information

  • Email correspondence and submitted images

Initiating a chargeback without contacting us first may delay resolution and could impact future purchasing eligibility.

Important Notes

  • Approved returns must be shipped to our central fulfillment warehouse in Asia

  • Return shipping costs are not covered

  • We are not responsible for customs processing delays

  • Hygiene-sensitive items returned in used or unsanitary condition will not be accepted

  • Returns are not free; shipping and handling fees apply

Contact Information

If you have any questions regarding this Refund & Return Policy, please reach out to our support team:

Email: info@ellies-closet.com

We’re always happy to assist.