Refund policy
At Ella The Label, we want you to be happy with your purchase. Please read our Return & Refund Policy carefully before submitting a return or refund request.
Returns
We have a 30-day return policy, which means you have 30 days from the date your order was placed to request a return or refund. Requests submitted more than 30 days after the order date may not be eligible for a refund.
To be eligible for a return:
-
The item must be in the same condition in which you received it: unused, unworn, with all original tags attached, and in its original packaging. A receipt or other proof of purchase is also required. We may ask you to provide photos of the item before approving your return.
-
Ella The Label reserves the right to reject a return or refund request if we reasonably suspect misuse, fraud, or abuse of our return policy.
-
Return shipping costs are the responsibility of the customer. Customers are responsible for arranging and paying for the return shipping label and shipping the parcel to the return address provided by our customer support team. Please note that our return address may be located in China.
-
Returns sent without prior approval or acknowledgement from Ella The Label will not be accepted.
-
We reserve the right to refuse a refund if the returned item is not received in its original condition or does not meet the return requirements described above.
-
Each order is eligible for one resolution only. This means that once a refund, replacement, or exchange has been provided at the customer's request, no additional resolution will be provided for the same order.
-
Items returned to an incorrect or unauthorized address will not be accepted or refunded.
For any questions regarding returns, please contact us at support@ella-thelabel.com.
Orders Not Received
In some cases, orders may experience delays due to circumstances outside our control, such as customs inspections, carrier delays, or other logistical issues.
If more than 60 days have passed since your order was placed and you still have not received it, you may contact us to request a refund review.
As long as the order is still in transit and fewer than 60 days have passed, we are generally unable to issue a refund for non-delivery.
Lost Orders
In the unfortunate event that an order is confirmed as lost, we may provide a replacement at no additional cost when sufficient evidence is available to verify the loss.
Refund requests for lost orders will be assessed on a case-by-case basis.
Please contact support@ella-thelabel.com if you believe your parcel has been lost.
Order Cancellations & Changes
All cancellation requests are reviewed on a case-by-case basis.
Once an order has been placed, it may be processed and prepared for shipment quickly. Because of this, we cannot guarantee that we will be able to cancel or modify your order after it has been submitted.
Once a tracking number has been generated, the order can no longer be cancelled, as processing and fulfillment have already taken place.
If you would like to change the size, colour, or another detail of your order, please contact us as soon as possible at support@ella-thelabel.com. We will do our best to request the change from our fulfilment team, but we cannot guarantee that changes can be made, especially once the order has already been shipped.
Payment Disputes & Chargebacks
If a customer opens a payment dispute or chargeback through their bank, credit card provider, PayPal, or another payment provider, the matter may need to be handled through the relevant payment provider's dispute process.
While a dispute or chargeback is active, we may be unable to separately process additional refund, return, replacement, or exchange requests relating to the same transaction.
Once the dispute has been resolved, any further assistance will be assessed in accordance with the outcome of the dispute and our applicable policies.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as you receive it.
If your item is defective, damaged, or if you have received the wrong item, please contact us as soon as possible at support@ella-thelabel.com.
Please include your order number and, where possible, clear photographs of the item and packaging so that we can evaluate the issue and provide an appropriate solution.
Exceptions & Non-Returnable Items
Certain types of products cannot be returned, including:
-
Perishable goods, such as food, flowers, or plants;
-
Custom-made, personalised, or special-order products;
-
Personal care or beauty products where applicable;
-
Hazardous materials, flammable liquids, or gases;
-
Gift cards or gift vouchers.
Certain promotional, made-to-order, or backordered products may also be excluded from returns where this is clearly stated at the time of purchase.
If you are unsure whether your item is eligible for return, please contact us at support@ella-thelabel.com before sending anything back.
Refund Process
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued automatically to your original payment method within 10 business days.
Please keep in mind that your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since we confirmed that your refund was approved and you have not yet received it, please contact us at:
Contact
If you have any questions regarding returns, refunds, cancellations, damaged items, or your order, please contact:
Ella The Label
Email: support@ella-thelabel.com