Refund, Returns & Quality Guarantee Policy

Last updated: November 2, 2026

At ELLA FIOR, we are committed to delivering clothing that matches the products ordered and arrives in acceptable condition.

This policy explains our commercial quality guarantee, voluntary size exchanges, refunds, and applicable customer rights.

1. Our Commercial Quality Guarantee

ELLA FIOR's voluntary commercial quality guarantee covers products that:

• Arrive torn, ripped, or physically damaged.

• Arrive with manufacturing defects.

• Arrive with significant defects in stitching, seams, or construction.

• Are materially different from the ordered product.

• Are delivered in the wrong size, color, or model due to an error attributable to ELLA FIOR.

This voluntary guarantee does not cover normal wear and tear, accidental damage after delivery, improper washing, alterations, or misuse.

These limitations do not affect mandatory statutory rights.

2. Reporting a Damaged or Incorrect Item

If your garment arrives damaged, defective, or incorrect, please contact support@ellafior.com promptly.

Include your order number, a description of the issue, and photographs where reasonably available.

Our team will review your request and provide the appropriate next steps.

3. Remedies for Eligible Quality Claims

Depending on the circumstances and applicable law, an eligible claim may be resolved through:

• Replacement with the correct item.

• Replacement of the damaged or defective product.

• Repair, where appropriate.

• A partial refund or price reduction.

• A full refund where required or appropriate.

For defects, errors, or non-conformities attributable to ELLA FIOR, customers will not be charged return shipping, replacement shipping, or processing fees where the remedy must be provided free of charge under applicable law.

4. Voluntary Size Exchanges

We understand that customers may wish to exchange a correctly supplied garment for a different size.

Voluntary size exchanges may be requested through customer support, subject to product availability and approval.

Eligible exchange items must generally be unworn, unwashed, unaltered, and in resaleable condition, with original tags attached.

For a voluntary size exchange that is not required by law:

The customer is responsible for the applicable operational and logistics costs, which may include:

• Shipping the original item back to the designated facility.

• Shipping the replacement size.

• Reasonable processing or handling charges, if applicable and disclosed before the exchange is accepted.

The total applicable exchange costs will be communicated for customer approval before the exchange is processed.

ELLA FIOR does not charge these voluntary exchange costs when an exchange is required to remedy our error or a product defect under applicable law.

5. Change-of-Mind Returns

Outside applicable statutory cancellation or withdrawal rights, ELLA FIOR does not offer a general voluntary money-back guarantee for change of mind, personal preference, or selecting an unsuitable size.

Customers are encouraged to review product descriptions, images, and size charts before ordering.

Optional exchanges may be available under Section 4.

6. Return Instructions

Customers must obtain return instructions by contacting support@ellafior.com.

Returns should only be shipped to the designated address provided by our team.

Our registered business correspondence address is not an authorized merchandise return destination.

7. Refund Processing

When a refund is approved, it will be issued to the original payment method within the period required by applicable law.

The date on which funds appear in the customer's account may depend on the payment provider or financial institution.

Refunds required because of non-delivery, cancellation, or defective merchandise will be processed in accordance with the applicable legal requirements.

8. Mandatory Consumer Rights

Nothing in this commercial policy excludes or restricts rights that cannot legally be waived.

Where applicable, customers in the European Union or United Kingdom may have statutory withdrawal rights for qualifying online purchases, including a general 14-day withdrawal period.

EU customers may also benefit from a statutory legal guarantee of conformity, generally lasting at least two years.

Mandatory remedies for defective or non-conforming goods take precedence over the limitations of our voluntary commercial guarantee.

Return Eligibility, Exchange Window and Fees

Voluntary Returns

ELLA FIOR does not offer general voluntary refunds for changes of mind, personal preferences, or incorrectly selected sizes, except where applicable consumer law provides otherwise.

Voluntary Size Exchange Window

Proposed exchange request window: 14 calendar days from delivery.

Customers may request a voluntary size exchange during this period, subject to approval, product availability, and item eligibility.

Items submitted for voluntary exchange must be unworn, unwashed, unaltered, in resaleable condition, and have their original tags attached.

Size Exchange Shipping and Operational Costs

When the original product was correctly supplied, the customer is responsible for the applicable logistics and operational costs of a voluntary size exchange.

These may include return shipping, replacement shipping, and reasonable disclosed handling costs.

The complete applicable amount will be communicated before the customer accepts the exchange.

Restocking Fees

Proposed policy: No separate restocking fee.

ELLA FIOR would not charge an additional restocking fee. This does not waive the shipping or operational costs expressly disclosed for voluntary size exchanges.

Damaged, Defective or Incorrect Products

Products arriving damaged, torn, defective, or incorrect due to an error attributable to ELLA FIOR are eligible for an appropriate remedy.

Customers should contact support@ellafior.com promptly, providing their order number and relevant evidence where available.

Mandatory legal remedies for defective or non-conforming products remain available regardless of the voluntary exchange window.

Refund Processing Time

Proposed processing timeframe: 5–10 business days after refund approval, unless applicable law requires a shorter period or an earlier starting point.

Approved refunds are issued to the original payment method. The customer's bank or payment provider may require additional time to display the funds.

Statutory Consumer Rights

Nothing in this policy excludes mandatory rights of withdrawal, cancellation, repair, replacement, price reduction, or refund under applicable law.

Contact

Email: support@ellafior.com
Phone: +1 (347) 278-9499

Customer service: Monday–Saturday, 9:00 AM–7:00 PM ET.

Order cutoff: Monday–Saturday, 7:00 PM ET.

 

9. Customer Support & Order Cutoff

Email: support@ellafior.com
Phone: +1 (347) 278-9499

Customer service: Monday–Saturday, 9:00 AM–7:00 PM ET.

Daily order cutoff: Monday–Saturday, 7:00 PM ET.

Requests received outside business hours are reviewed when customer service reopens.

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