Refund policy
Return & Refund Policy
Last updated: July 8, 2026
At Ellis Row, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help.
1. Return Eligibility
We offer a 30-day return policy, which means you have 30 calendar days from the date you receive your order to request a return.
To be eligible for a return, your item must:
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Be unused, unworn and unwashed.
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Be in its original condition.
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Have all original tags attached.
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Be returned in its original packaging.
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Include proof of purchase (such as your order confirmation or receipt).
We reserve the right to refuse returns that do not meet these conditions.
2. How to Request a Return
To initiate a return, please contact our customer support team at:
Please include:
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Your order number.
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The reason for your return.
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Photos (if the item is damaged, defective or incorrect).
Our team will review your request and provide return instructions.
Please do not send any item back without contacting us first. Unauthorized returns may not be accepted.
3. Return Address
Ellis Row operates exclusively as an online e-commerce business and does not maintain a physical retail location for customer visits or in-person returns.
Once your return request has been approved, we will provide the appropriate return address and detailed return instructions by email.
Please do not send products to any address unless it has been provided by our support team.
4. Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is:
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Damaged during transit;
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Defective;
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Incorrect;
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Missing items from your order;
please contact us within 48 hours of delivery at:
Whenever possible, include clear photographs of the item and its packaging.
We will work with you to resolve the issue as quickly as possible through a replacement, refund or another suitable solution.
5. Exchanges
We currently do not offer direct exchanges.
If you would like a different size, colour or item, please request a return (if eligible). Once your return has been approved, you may place a new order separately.
6. Non-Returnable Items
For hygiene, safety and legal reasons, certain products cannot be returned.
These include:
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Gift cards.
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Personalised or custom-made products.
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Beauty or personal care products once opened.
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Perishable goods.
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Products that have been worn, washed or damaged after delivery.
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Items without original tags.
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Items returned outside the 30-day return period.
Sale or clearance items may only be returned if they are faulty or not as described, where required by applicable consumer protection laws.
7. Refunds
Once we receive your returned item, it will be inspected.
We will notify you by email regarding the outcome of your refund request.
If approved:
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Your refund will be issued to your original payment method.
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Refunds are typically processed within 10 business days after approval.
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Processing times may vary depending on your payment provider or bank.
If more than 15 business days have passed since your refund was approved, please contact us at:
8. Return Shipping Costs
Unless the item is faulty, damaged, incorrect or otherwise required by law, customers are responsible for the cost of returning items.
Original shipping charges are non-refundable unless required by applicable consumer protection legislation.
If a return is caused by our error (for example, an incorrect or defective item), Ellis Row will cover the reasonable return shipping costs.
9. European Union & UK Consumer Rights
Nothing in this Return & Refund Policy affects your statutory consumer rights.
If your order is delivered to a country within the European Union, you may have the legal right to cancel your purchase within 14 days under applicable consumer protection legislation, provided the returned goods meet the applicable legal requirements.
Customers located in the United Kingdom are also protected by applicable consumer legislation, including the Consumer Rights Act 2015 and other relevant consumer protection laws. These statutory rights are not affected by this policy.
10. Late or Missing Refunds
If you have not received your refund:
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Check your bank account.
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Contact your credit card provider.
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Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact:
11. Fraud Prevention
Ellis Row reserves the right to refuse returns, refunds or exchanges where fraudulent activity, abuse of our return policy or suspicious purchasing behaviour is suspected.
12. Contact Us
If you have any questions regarding this Return & Refund Policy, please contact us:
Email: support@ellisrow.com
Ellis Row is an online e-commerce store and does not operate a physical retail location for customer visits or in-person assistance. All customer support is provided via email.