Return & Refund policy
Return & Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, 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 receipt or proof of purchase.
To start a return, you can contact us at info@ellajameslondon.com.
If your return is accepted, we'll send you instructions on how and where to send your package. Return shipping costs are the responsibility of the customer. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@ellajameslondon.com.
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
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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.
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.
United Kingdom 14 day cooling off period
Notwithstanding the above, if you are a UK consumer, you have the right to cancel your order within 14 days of receiving your item, for any reason and without justification, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, please contact us within this 14-day period. As above, 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 receipt or proof of purchase.
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 on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at info@ellajameslondon.com.
Contact Information
Store name: Ella & James London
Company name: M E-commerce
Company Address: Ploegveld 65, 3993 GH Houten
Warehouse Address: Unit D1, Tottenham Commercial Park, Leeside Road / Watermead Way, London, N17 0XL, United Kingdom
Company nr.: 97217956
Phone: + 44 20 38075438
Email: info@ellajameslondon.com
Monday to Friday | 09:00 – 17:00 (GMT)
Weekends | 11:00 – 16:00 (GMT)
We aim to respond to your inquiries within 24 hours.