Return Policy - Elly Rose
I put my heart and soul into creating my bags and sincerely hope that you love them as much as I loved designing them. However, if for any reason you are not completely satisfied with your purchase, you can of course return it under certain conditions.
Return conditions
- Return period: You have 30 days from the date of delivery to return an item.
- Refund: Once we have received your return, your money will be refunded within 3-6 working days. Depending on your bank, processing may take a little longer.
- Return address: Please contact me at info@ellyrose.com to obtain the exact address for the return.
Shipping fees for returns
- If the return is due to a reason on the consumer's side (e.g., change of mind, ordering the wrong size/model), the consumer is responsible for the return shipping fee. The exact cost will depend on the courier/express company you choose to ship with.
- If the return is due to our error (e.g., the item received is damaged, defective, or not what you ordered), you will not be required to bear the shipping fee. We will either cover the return shipping cost or reimburse you for it — please contact us for instructions before shipping.
Cases accepted for return
- Order cancellation: You can cancel your order within 30 minutes of purchase, provided it has not yet been processed. After this period, cancellation will no longer be possible.
- Product damaged upon receipt: If the bag arrives damaged, please contact me immediately with a photo of the product and the packaging. A suitable solution will be proposed. In this case, you are not responsible for the return shipping fee.
- Manufacturing defects: In case of manufacturing problems after use, an exchange or refund may be considered. In this case, you are not responsible for the return shipping fee.
- Change of mind: If you change your mind, you can return the product in its original condition within 30 days. The return shipping cost is your responsibility, based on the express company you choose.
- Exchange: Would you like to exchange your bag for another model? Please contact me to arrange this. Shipping costs follow the same rule above, depending on the reason for the exchange.
- Product error: If you have received the wrong item, please let me know as soon as possible so that the situation can be corrected. In this case, you are not responsible for the return shipping fee.
Return procedure
- Contact me: Send an email to info@ellyrose.com indicating the order number and the reason for the return. If necessary, add photos.
- Receive instructions: Your request will be verified and you will be sent information on how to send the return, including who is responsible for the shipping cost based on the reason for return.
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Ship the package:
- Wrap the package carefully to avoid damage during transport.
- Add a tracking number and send it by email. Without this number, the return cannot be validated.
- If the return is caused by the consumer (e.g., change of mind), the cost of return shipping is at your expense, based on the express company you choose. The return address is outside Europe.
- If the return is due to our error (damaged or incorrect item), you will not need to cover the shipping fee — please wait for instructions before sending.
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Check and refund: Upon receipt of the package, the condition of the product will be checked.
- If everything is in order, the refund will be made within 3-6 working days.
- If the package is damaged or incomplete, the return request may be refused.
Important information
- Mandatory return form: please ensure that you complete the return form correctly. Without this document, your request cannot be processed.
- Product condition: In the event of excessive damage to the product or its packaging, depreciation charges may apply.
Download the return form
Before sending your return, please wait for my approval.
Please do not hesitate to contact me if you have any questions