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Refund policy

We have a 7-day exchange policy, which means you have 7 days after receiving your item to request an exchange. We do not accept product refunds. Our product descriptions are super detailed to ensure you are getting the best. If a refund is required, this will be issued as a store credit/gift card and must comply with the 7-day period.

To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the digital receipt or proof of purchase.

HOW TO START AN EXCHANGE

Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.

  1. Log in to your E's Element account: Click here to access your new/existing E's Element Account
  2. In the Email field, enter your email address, and then click Continue.
  3. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
  4. Go back to the online store, and then enter a six-digit verification code.
  5. Click the order that you want to submit the return for.
  6. If your order has more than one item, then select the items that you want to return.
  7. Select a return reason and add a note for the store.
  8. Click Request return

 If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return/exchange will not be accepted. We also offer FREE exchange pickups for our local delivery customers.

*Please Note: Shipping cost is not covered by us but it is covered by the customer*



    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.


    Exceptions / non-returnable items
    Custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.

    Please Note: Reusable Face Masks are FINAL SALE.


    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded and issued a gift card.

    You can always contact us for any return/exchange questions at support@ellaelement.shop.

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