Return And Exchange

If for any reason you decide the items you received are not right for you, they can certainly be returned for a full refund or exchange.

RETURN OR EXCHANGE CONDITION
  • 1.The customer has to contact us to get a return or exchange authorization (return address) within 20 days upon receipt if you want to return or exchange your purchase. Please kindly take note that the address on the parcel is not our return address.
  • 2.Items must be returned unwashed, unworn, undamaged and with tags attached (only when the items which are defective or damaged upon receipt).
  • 3.Please be sure to contact us first before returning the item. We have every right to refuse to sign for the package if you send it back without contacting us. Otherwise, you will be responsible for all the loss arising from there.
NOTES
  • 1.For sleepwear, underwear, bodysuit, personalized and clearance items, if there is no quality problem, we do not offer return & exchange service.
  • 2.Shipping fee is non-refundable, except in cases where we have made a shipping error.
  • 3.Unfortunately, we cannot accept returned parcels sent freight collect or COD (Collect of Delivery).
  • 4.Ellady is responsible for the returning shipping fee under following circumstances:
    Quality issue.
    Wrong items are sent.

  • 5.Ellady is not responsible for the returning shipping fee under following circumstances:
    Size doesn't fit.
    Customer simply doesn't like the item.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN

Once we have received your package, if you ask for return, your refund will be processed within 3 business days. You will be notified via email at the address listed on your account when this transaction has taken place.

Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

If you ask for exchange, exchange will be sent in 3 business days when we get the returned items. Thanks for your cooperation and understanding.

DEFECTIVE OR INCORRECT ITEMS
  • 1.If you have received damaged or incorrect item, you can contact us here for help.
  • 2.A photo of the damaged or incorrect item must be included in the email.
  • 3.Always include your name, order number, email address to avoid confusion.
HOW TO MODIFY OR CANCEL AN ORDER

For Unpaid Orders

In some cases you want to change the order information such as add or reduce some items, or change items, or update shipping options after you just placed the order but have not paid for it, please login your account in Ellady and reorder, or you simply contact us here.

For Paid Orders

If you find that you have made a mistake or you want to make some changes for the order you have already paid, please contact us here.

For Shipped Orders

Usually the processing time of an order is 1-3 business days, during this time we can modify or cancel your order but after we ship the package out, we cannot modify or cancel it for you.

View Order Cancel Status

Once the order is canceled the order status is marked "Cancelled". You can view order status in "Order History" after sign in.

TIPS

If you find that the size or color you get is not the same as shown on the website, don’t panic and worry. In order to solve your problem as soon as possible, please put them on first and see how it turns out. If they don't fit you well, you could return them definitely. For any question, you can email us at service@ellady.store.