RETURN POLICY
Ellery London – Return & Refund Policy
At Ellery London, we want you to feel confident and delighted with every purchase. If something isn’t quite right, we're here to help. Please review our return conditions below to ensure a smooth and efficient process.
1. Eligibility for Returns
You may request a return within 30 days of receiving your order, provided the item meets the following conditions:
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The item is unused, unworn, and unopened
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The item is in its original packaging
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All protective seals, tags, and accessories are intact
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The item is returned in a re-sellable condition
We cannot accept returns of:
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Items that appear used, worn or damaged
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Items returned without original packaging
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Items returned without approval or without a completed return form
If you received an incorrect or defective item, please email us immediately at support@ellerylondon.com with your order number and photos of the issue. We will resolve it as quickly as possible.
2. How to Request a Return
To ensure your return is processed correctly, please follow these steps:
Step 1 – Request Your Return
Email us at support@ellerylondon.com with:
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Your full name
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Order number
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Delivery address
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Reason for return
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Photo(s) if applicable
We will review your request and send you the return form along with the appropriate return address.
Step 2 – Send Your Return
After approval:
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Pack your items securely to avoid damage in transit
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Include the completed return form inside the parcel
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Clearly mark the outside of the package with “RETURN”
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Ship using a tracked & insured postal service
Please send your tracking number to us at support@ellerylondon.com so we can monitor the shipment.
The customer is responsible for all return shipping costs.
Step 3 – Receive Your Refund
Once your return has been received and inspected, we will issue your refund within 5 working days.
Refunds are made to your original method of payment.
3. Important Information About Return Shipping
Ellery London processes all returns through our international fulfilment centre in Asia.
This means:
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Returns must be shipped outside the United Kingdom
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Return shipping can cost up to £30, depending on the carrier
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These costs are not covered or reimbursed by Ellery London
We strongly advise using the most affordable tracked service available.
We are not responsible for returns lost or damaged in transit.
4. Bundle Discount Returns
If you purchased items as part of a bundle or promotional offer (e.g., 2 for £60):
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The discount applies only when all items in the bundle are kept
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Returning part of the bundle voids the bundle discount
Example
Offer: 2 items for £60 (regular price £40 each).
If you return one item:
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The kept item reverts to full price (£40)
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Your refund will be:
£60 – £40 = £20
Your refund will be adjusted accordingly during processing.
5. Condition of Returned Items
To qualify for a refund:
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Products must be in original, unused, unopened condition
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Returns must include all original packaging
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Items must not show signs of wear, perfume, damage or handling
Items received in a non-resellable state will not be refunded.
6. Exchanges
At this time, we do not offer direct exchanges.
If you need a different item, size or colour, please request a return and place a new order.
7. Refund Processing
Once approved, refunds are processed within 5 working days to the original payment method.
Processing times may vary depending on your bank or payment provider.
Shipping costs are non-refundable.
8. Need Help? Contact Us
Our customer care team is always happy to assist you with returns or any other enquiries.
We aim to respond to all requests within 24–48 hours.