Return Policy

NOTE: WE DO NOT OFFER FREE RETURNS – CHARGES APPLY. ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN CHINA AT THE CUSTOMER'S EXPENSE.

If you are not satisfied with your purchase, you may return it within 30 days of the delivery date for a full refund or exchange. Please contact us at info@Ellington-Mode.com to receive the return address. Customers are responsible for all return shipping costs.

Return Policy

  • All items must be returned in their original condition—unworn, unwashed, and unaltered, with all tags attached.
  • Items must be returned in the original packaging.
  • Returns must be shipped using the same courier service as the original delivery.
  • The return address is provided in the return form upon request.
  • Custom-made items cannot be returned.
  • Hygiene products (e.g., underwear) cannot be returned for safety and health reasons.

Return Package Guidelines

  • Please ensure your return package is clearly marked as a return (by ticking the return box on the postal service form).
  • The total value of the returned items must be declared.
  • A return package may contain a maximum of 3 items (or 2 if bulky, e.g., winter jackets or shoes) to prevent damage during shipment.

How to Return Your Order

To initiate a return, please email info@Ellington-Mode.com with the following details:

  • Your order number
  • The reason for return
  • Photos of the item(s) as received, including:
    • Items unworn, unwashed, with tags attached
    • Items in their original packaging

You will receive a return form with detailed instructions. You must complete the form and provide the tracking number, courier details, and a clear photo of the return label to our customer service team.

Once your return has been received and inspected, we will notify you whether your refund is approved or rejected.

Refund Policy

Approved Refunds
If your return is received and approved, we will process your refund, and a credit will be applied to your original payment method within 5 business days.

Rejected Refunds
Your return will be rejected if:

  • Items are incomplete, missing parts, or the original packaging is damaged.
  • Items show signs of careless use, misuse, or normal wear and tear.
  • Hygiene products (e.g., underwear, lingerie) are returned.
  • The 30-day return period has expired.

If your return is rejected, we will send the item back to you at no additional cost.

Important: We cannot issue refunds for returns that do not arrive at the designated return address.

Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account again.
  2. Contact your credit card company, as processing times may vary.
  3. Reach out to your bank, as they may have a processing delay.

If you’ve done all of the above and still haven’t received your refund, please contact us.

Customs & Additional Fees

  • We are not responsible for customs fees that may be charged when returning your order.
  • If your return package is stuck or lost at customs, we cannot issue a refund.

Exchange Policy

You may exchange your order once within 30 days of receipt. The only cost you are responsible for is the shipping fee.

  • You can keep the original item when requesting an exchange.
  • Shipping costs for the exchange depend on the courier, package weight, and number of items.

Damaged or Incorrect Items

If you receive damaged or incorrect items, please follow these steps:

  1. Contact info@Ellington-Mode.com within 7 days of receipt.
  2. Provide photos/videos and a description of the issue, along with your order number.
  3. After reviewing your claim, we will arrange a reshipment at no additional cost.

Note: We can only offer a replacement for damaged or incorrect items—we do not issue refunds in these cases.

Missing Items in Order

If an item is missing from your order, we will resend it free of charge. Refunds are not available for missing items—only replacements.

Home Delivery Refused / Undeliverable Packages

In cases where delivery cannot be completed, a £15 per parcel fee will apply for:

  • Invalid address provided during checkout.
  • Uncollected packages at a pick-up point after the courier's deadline.
  • Delivery refused by the recipient.

For multiple parcels, the fee will be calculated based on shipping weight.

Incorrect Address Provided by Customer

  • If you enter an incorrect address and your package is delivered there, we are not responsible for any loss or additional costs.
  • If the package is returned to us due to an incorrect address, you must pay for reshipping.
  • No refunds will be issued for misdelivered packages due to an incorrect address.

Return Costs

You are responsible for all return shipping costs, which typically range between £17.50-£30 per parcel, plus customs fees of £10-£12.50.

Final costs depend on package weight and courier rates.

Requesting a Return Form

To receive the return form, please email us at info@Ellington-Mode.com.