Refund policy

This Return and Refund Policy applies to all purchases made through the Ellowena website.

CONTACT INFORMATION

For questions about returns and refunds, please contact our customer service via:
Email: contact@ellowena.com
Phone: + 44 20 39960834
Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, UK

RETURN WINDOW

Customers in the United Kingdom have the right to cancel their purchase and return the product within 30 days of delivery date without providing any reason.

RETURN INSTRUCTIONS

Step 1 – Return Notification: To initiate a return, contact our customer service at contact@ellowena.com with your order number and a detailed reason for the return.
Step 2 – Return Authorization: After reviewing your request, we will provide you with instructions and, if applicable, a prepaid shipping label.

PACKAGING AND SHIPPING

1. Pack the item safely in the original packaging with all labels and tags attached.
2. Include the return authorization form and any required documents or images.
3. Use the return label provided in our email (if applicable).

RETURN COSTS

Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective.
Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer (e.g., wrong item ordered, item does not fit, or change of mind).

SPECIFIC RETURN AND REFUND CONDITIONS

Returns Due to Change of Mind: Accepted within 30 days of delivery if the product is unused, undamaged, and in the original packaging.
Defective Goods: Contact our service immediately. Ellowena will cover return costs and provide a replacement or refund.
Damaged Goods: Report within 48 hours of delivery with photos of the damage. We will review and cover return costs if necessary.
Incorrect Product Received: Contact us to arrange free return shipping and delivery of the correct product.
Product Never Arrived: Contact us to initiate an investigation. If not located, we will issue a full refund or send a replacement.
Cancellation After Order: Orders can be cancelled before shipment. Once shipped, the return process applies.

POLICY FOR DAMAGED OR DEFECTIVE GOODS

Contact our customer service within 48 hours with photos of the issue. If approved after inspection, we will provide a replacement or full refund.

POLICY FOR NON-DAMAGED GOODS

If you change your mind, you may return unused and undamaged products within 30 days of delivery, in their original packaging.

TIMELINES

Return Reporting: Returns must be requested within 30 days of receiving the product.
Return Processing: Refunds are processed within 7 business days after receiving and inspecting the item.
Refund Conditions: Approved if the product is undamaged, unused, and in original packaging. Defective or incorrect products are refunded after inspection.
Refund Period: Up to 7 business days to credit the refund back to the original payment method.
Refund Methods: Refunds are always made to the original payment method.

EXCEPTIONS TO THE RETURN POLICY

The following items cannot be returned:
Custom or personalized products
Hygiene-sensitive items (such as socks and underwear) unless unopened and unused

RETURN ADDRESS

All returns must be sent to:
Ellowena (Forvani Ltd)
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, UK

SHIPPING METHOD AND COSTS

Shipping Method: DHL with Track & Trace
Restocking Fees: None – Ellowena does not charge restocking fees.

LEGAL RIGHTS

This Return and Refund Policy does not affect your statutory rights under UK law.