Welcome to the Ella & Rose return policy! We want to make sure you are satisfied with your purchase. Below you will find all the information about the return process and refunds.

Returns

• You have the right to return your order within 30 days of receipt.
• Please contact our customer service at info@ellarose.nl to arrange a return within this period.
• The costs for returning products are the responsibility of the customer, unless the product is defective.
• If the item is defective, we will reimburse the return shipping costs.
• Cancellations are possible up to 1 hour after placing the order. To cancel an order before it has been shipped, please contact our customer service.

Return Policy

We would like to inform you that our products are shipped directly from Asia. This means that if you decide to return an item, the return shipping costs are at your own expense. Please note that returns to Asia may incur higher costs depending on the shipping service you choose. The costs often range from €15-€30 depending on the number of items.

Return shipment and conditions:

1. Return shipping costs: The customer is responsible for the return costs. We recommend using a reliable shipping service with tracking to ensure the package arrives safely.
2. Condition of the product: Returns are only accepted if the product is unused and in the original packaging.
3. Refund: Once the returned item has been received and inspected by us, the refund will be processed. The original shipping costs are not reimbursed.

Alternative options: We also offer the option to choose a partial refund or a voucher. This not only helps reduce costs and inconvenience but also contributes to the environment by limiting returns.

Contact us if you have any questions or need assistance with the return process. We are ready to support you and appreciate your understanding.

Refunds

• After receiving and inspecting the returned products, we aim to process the refund within 5 days.
• The refunded amount will be returned to the original payment method used.

Return conditions

• Returns must be in the original packaging with all accessories.
• The product must not have been used and must be returned in the condition in which it was received.
• Make sure the return shipment is well packaged to prevent damage during transport.

Uncollected packages / refusal upon delivery

If a package is not collected at a pick-up point, refused upon delivery, or otherwise automatically returned to us without a regular return request, we will deduct 15% of the original order amount from the refundable amount.

This deduction covers processing fees, administration, and shipping costs we incur for handling shipments that are returned unjustly or without notification.

Responsibility

• We accept no responsibility for any delays or damage during the transport of returned items.
• We recommend checking the package within 24 hours of receipt and contacting us immediately if there are any issues.

Contact

If you have any questions about our return policy, please feel free to contact us at info@ellarose.nl. We will do our best to answer your questions as quickly as possible.