Refund policy

30-day satisfaction guarantee

Not fully satisfied with your order? Contact us within 30 days of delivery and we will look for a fair solution. Every request is reviewed individually. Depending on the situation, we may offer a replacement, a partial or full refund, or ask you to return the item first.

How to make a request

Email info@ellorow.com within 30 days of delivery with your order number, the item(s) concerned and the reason.
Please add one or more photos of the item, so we can assess your request quickly.
We reply within 24-48 hours on business days and let you know how we will handle it. If we ask you to return the item, we send you the return address and instructions.
Please do not send anything back before you have heard from us, as parcels sent to an unconfirmed address cannot be traced or refunded.

Condition of items

If we ask you to return an item, it must be unworn, unwashed and in its original condition, with all tags attached. Items that show signs of wear, have been washed, or are marked with make-up, deodorant or perfume may be refused or refunded at a reduced amount.

Damaged, faulty or incorrect items

If your item arrived damaged or faulty, is clearly not as described, or you received the wrong item, email us with your order number and a photo. We will arrange a replacement or a full refund, including the original delivery cost. In some cases we may ask you to return the item; if so, we cover the return costs.

Wrong size or colour

Please check the size guide on each product page before you order. If something does not fit, contact us within 30 days of delivery and we will let you know the options for your order.

Refunds

Once your request has been approved, or your return has arrived and been checked, we refund your original payment method within 14 days. Your bank or card provider may take a few more days to show the funds.

Your UK cancellation right

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it, for any reason. To cancel, email info@ellorow.com with your order number and we will send you the return address. You then have a further 14 days to send the items back, unworn and in their original condition. Return postage is paid by you. We refund the item price and the original standard delivery charge within 14 days of receiving the items back, or of receiving proof that you have sent them. Our 30-day satisfaction guarantee above is in addition to this legal right and does not limit it.

Faulty items

Your statutory rights under the Consumer Rights Act 2015 are not affected. If an item is faulty, you are entitled to a repair, replacement or refund. Email us with your order number and a photo of the fault and we will sort it out.

Not covered by the guarantee

Gift cards
Items marked as final sale
Items damaged through wear, misuse or incorrect washing after delivery

Wrong or undeliverable address

If a parcel is returned to our fulfilment partner because of an incorrect or incomplete address entered at checkout, we can reship it for an additional delivery fee or refund the item price. The original delivery charge is not refunded in that case.