Refund policy

Refunds
In order to be accepted, the product must be unworn & unwashed. We advise to try on shoes indoors until you are certain you are keeping them. You have a maximum of 30 days from the date you've received all your purchased items in the same order to submit the return request. Return shipping costs are at the customer's expense.

Once we've received and reviewed your return, we'll notify you by email to confirm that your refund has been processed.
We aim to process your refund asap - mostly within 48 hours of receipt. However, this can take up to 5 working days during busier periods. Thanks for your patience!

Multi-item purchases 
If you ask for a refund for a single item bought as part of a multi-buy discount offer (for example, 2 for £20, buy one get one 50% off...) you will be refunded the full price of the item, minus any discount given in the offer. 

Exchanges
If a size does not fit, it is possible to proceed with an exchange. If you need to exchange it for the same item, email us at support@ellezy.com. You have 30 days after receiving the package to make a claim. We also provide replacement if items are defective or damaged. 

Wrong info provided
If the address given is incorrect and the item was shipped, we do not take responsibility for refunding your order. Please make sure that your personal information is correct before placing your order.

Late delivery
All requests for refunds or returns due to delays will not be accepted due to the current situation. We strive to speed up delivery times and get it to you as quickly as possible. 

Item damaged, defective or wrong item
We regularly check the quality of the items and their packaging. However, many factors may have damaged your product during shipping.

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. We address these on a case-by-case basis and will try our best to work towards a satisfactory solution. Don't forget to attach pictures/videos that clearly indicate the issue. We will then exchange or refund your item according to your wish.

You have 30 days after receiving the package to make a claim if your item has a defect. After these 30 days, we can no longer act to offer you a refund or exchange on our part.

Order cancellation
When you place an order on our platform, you have a 3-hour cancellation window starting from the time of the order. During this period, you have the option to cancel your order without the need for any specific reason. After this period expires, we will no longer be able to accept requests for order cancellations. Your order will be processed according to our fulfillment policies. If you have any questions regarding this cancellation window or require assistance with your order, please don't hesitate to contact us. We are here to assist you.

Non-refundable items:
We cannot accept returns on gift cards.

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.

 

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.