SENDING IN YOUR RETURN/EXCHANGE
If you would like to exchange your item(s), reserve your exchange item online via your order history or contact customer care prior to returning via mail.
ELLIEWAN will accept returns within 30 days for a full refund or an exchange. Please feel free to reach out to our customer service team should you have any concerns around getting your return product back to us, we will be happy to help.
Please note that our face masks are made to order, for this reason we only offer partial refunds for these items to ensure that our on-site tailors are compensated appropriately for their time and work.
A small number of discounted items may be marked as final sale, in which case they are not eligible for refund, exchange, or store credit.
For US customers, a prepaid return shipping label will be provided at no charge to return your merchandise.
Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached. Please see the tips below for keeping your items in returnable condition:
Please be careful of makeup rubbing off on the garment.
Please use a protective piece of cloth when trying on face masks for sanitary reasons.
Your return tracking number is stored in your purchase history. When viewing your history, you can click on the respective order number for your return and the return tracking number will be itemized. You can trace your return using that tracking number.
Returns take us 2-3 business days to process upon reaching our facility. Once your return is processed and your refund is issued, you will receive a refund confirmation email. Refunds can take several business days to reflect on your credit card account. This varies depending on your financial institution.
Shipping charges on all orders are not refundable.
If you receive an item that is damaged, please contact customer care immediately.
ELLIEWAN only carries merchandise that is authentic and brand new. Please be aware that even such products are not entirely free of workmanship errors, including occasional missing threads and similar defects.
ELLIEWAN warranties all products to be free of such problems for the first 30 days from the time of purchase, and will replace or refund your purchase in the event such a problem occurs.
After 30 days, we will attempt to assist with repairs, including providing replacement hardware to the extent these items or repair services are available, but we will not provide a complete replacement or refund for an unrepairable product after 30 days.