Return & Refund Policy

Last updated: 24 February 2026

At Ella & Olivia London, we want you to feel confident in your purchase. If you are not completely satisfied with your order, please review the policy below carefully.

1. Right to Cancel (Consumer Withdrawal Rights)

Under the UK Consumer Contracts Regulations, you have the right to withdraw from your purchase within 14 days of receiving your goods, without providing a reason.

To exercise your right to cancel, you must notify us in writing within 14 days of delivery by contacting:

Email: info@ellaolivialondon.com

Once you notify us of your cancellation, you must return the goods within 14 days of your cancellation notice.

2. Return Conditions

To be eligible for a return:

• Items must be unused and in their original condition
• All original tags, packaging, and accessories must be included
• Items must not show signs of wear beyond what is necessary to inspect them
• Hygiene-sensitive products must be unopened and unused

You are allowed to inspect the product as you would in a physical retail store. However, if the item shows signs of use beyond necessary inspection, we reserve the right to apply a deduction for diminished value in accordance with UK consumer legislation.

We reserve the right to refuse returns that do not meet these conditions.

3. Return Shipping Costs

Return shipping costs are the responsibility of the customer.

We do not offer free returns.

Returns must be sent using a tracked shipping service. The tracking number must be provided to us after dispatch. We cannot process refunds for items lost in transit without valid tracking confirmation.

Original delivery charges are non-refundable unless the item is faulty or supplied incorrectly.

4. How to Initiate a Return

To initiate a return, please email info@ellaolivialondon.com with the following:

• Order number
• Full name
• Delivery address
• Reason for return
• Photographs (if the item is damaged or faulty)

Once your request has been reviewed, we will provide the designated return address.

Please do not send returns to the shipping address shown on your parcel. Unauthorised returns cannot be processed.

Approved returns must be sent to our designated international returns facility. The specific address will be provided after your return request has been confirmed.

5. Damaged, Faulty or Incorrect Items

If you receive a damaged, defective, or incorrect item, you must notify us within 48 hours of delivery and provide clear photographic evidence.

If the issue is confirmed, we will provide an appropriate solution in line with UK consumer law. This may include a replacement, repair, or refund.

Failure to report damage within a reasonable timeframe may affect eligibility for resolution.

6. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

If approved, refunds will be processed within 14 days using the original payment method.

We may withhold reimbursement until the returned goods have been received or until you provide proof of return shipment, whichever occurs first.

If a deduction for diminished value applies due to handling beyond necessary inspection, this will be reflected in the refunded amount.

7. Order Cancellations

Due to our automated fulfilment process, orders are processed shortly after they are placed.

Cancellation requests must be submitted within 1 hour of placing the order.

After this timeframe, cancellation cannot be guaranteed. If the order has already entered processing or shipment, you must wait until delivery and follow the standard return procedure.

8. Incorrect Address or Delivery Issues

Customers are responsible for providing accurate shipping information at checkout.

If an incorrect address is supplied and the parcel is delivered according to the information provided, we cannot be held responsible.

Address correction requests must be submitted within 1 hour of placing the order.

If a parcel is returned due to an incorrect or incomplete address, any reshipping costs will be the responsibility of the customer.

9. Fraud Prevention & Abuse

To protect both our customers and our business:

• We reserve the right to refuse returns where misuse or abuse is suspected
• Repeated excessive returns may result in refusal of future orders
• Evidence may be retained in case of payment disputes or chargebacks
• False claims regarding non-delivery or product condition may be formally disputed with payment providers

All measures are applied in accordance with applicable consumer protection and data protection laws.