Refund policy

Returns, Refunds & Order Cancellation Policy

At Ellison Boutique, we want our customers to clearly understand how returns, refunds, damaged items, and order cancellations are handled.

Please read this policy before placing an order. By purchasing through our website, you agree to the terms described below.

1. 30-Day Return Period

Eligible products may be returned within 30 days of delivery.

To qualify for a return, the product must meet the conditions outlined in this policy and the return must be approved by our customer service team before it is sent back.

2. Return Requirements

A product may be accepted for return when:

  • It has not been worn or used beyond what is reasonably necessary to check the fit

  • It is undamaged

  • It remains in its original condition

  • All original tags, labels, and packaging are still intact

  • The return request is made within 30 days of delivery

  • Written authorization has been provided by our customer service team before the return is shipped

Customers may try clothing on in the same way they would normally do in a physical retail store.

If a returned product shows signs of wear, washing, use, damage, or deterioration, a deduction may be made to reflect any reduction in the item's value.

3. Damaged, Defective, or Incorrect Products

If your order arrives damaged or defective, or you receive a product that is different from what you ordered, please contact us as soon as possible after delivery so that we can investigate and resolve the issue promptly.

Email info@ellisonboutique.com and include:

  • Your order number

  • Clear photographs of the product

  • Photographs of the original packaging

  • A short description of the issue

Please do not return the product unless our customer service team instructs you to do so.

Damaged or Defective Products

If we confirm that a product is damaged or defective, you will not be required to return it.

After reviewing the information and evidence provided, we will offer either:

  • A replacement at no additional cost; or

  • A full refund to the original payment method

The appropriate solution will be determined after the claim has been reviewed.

Incorrect Products

If you receive a different product from the one you ordered, we will arrange for the correct item to be sent to you at no additional cost.

Please contact us as soon as possible after delivery if you receive an incorrect item.

4. Products That Cannot Be Returned

Returns are not accepted for:

  • Products with a removed or broken hygiene seal

  • Personalized products

  • Custom-made products

  • Products damaged as a result of improper use

For hygiene reasons, underwear, bras, and shapewear cannot be returned once the hygiene seal has been removed.

5. Return Authorization, Shipping & Restocking Fee

Before returning any product, you must first contact our customer service team and receive:

  1. Written return authorization

  2. Return instructions

  3. The correct Warehouse Address

Do not send products back before receiving these details.

Returns sent without prior authorization or sent to an address other than the Warehouse Address provided by our team may not be accepted or processed.

Return Shipping Costs

For standard returns, the customer is responsible for all return shipping costs.

This includes returns resulting from:

  • A change of mind

  • Personal preference

  • Fit

  • Selecting an incorrect size

This does not apply when a product has been confirmed as damaged, defective, incorrect, or not as described. Those situations are handled separately under Section 3.

All returns must be sent using a tracked shipping service. Customers should retain their tracking number and proof of shipment until the return has been fully completed.

Ellison Boutique is not responsible for return parcels that are delayed, rejected, or lost due to customs issues or incorrect shipping methods.

Damaged, defective, or incorrect products should not be returned unless our customer service team specifically requests this.

15% Restocking Fee

A 15% restocking fee applies to all approved standard returns.

This fee covers costs associated with inspecting, processing, handling, and returning products to inventory.

The same 15% restocking fee also applies to:

  • Unopened packages

  • Packages refused at delivery

  • Packages that remain unclaimed and are automatically returned

Exceptions to the Restocking Fee

The 15% restocking fee does not apply when a product has been confirmed as damaged or defective under Section 3.

It also does not apply when an incorrect product is resolved through the free replacement process described in Section 3.

Each case is reviewed individually.

6. How to Request a Return

To request a return, contact info@ellisonboutique.com and provide:

  • Your order number

  • The product or products you want to return

  • The reason for the return

  • Your full name

  • Your shipping address

  • Clear photographs when reporting a damaged, defective, or incorrect product

Our customer service team will normally provide further instructions within 24 business hours, Monday through Friday.

A return is not considered approved until you have received written authorization and the applicable return instructions from our customer service team.

Products returned without prior authorization may not be accepted or processed.

7. Order Cancellations

Orders may be cancelled within 15 minutes of purchase.

Once order processing has started, cancellation requests cannot be guaranteed and may be refused depending on the current status of the order.

Once an order has been delivered, a return may be requested in accordance with this policy.

8. Refunds

After an authorized return has arrived at our warehouse and has been inspected:

  • You will be informed of the inspection outcome

  • Approved refunds will be issued to the original payment method

  • Please allow approximately 5–10 business days for your bank or payment provider to complete the refund

Where applicable, the 15% restocking fee will be deducted from the amount refunded.

Original shipping charges are non-refundable for standard returns.

These deductions do not apply when a full refund has been approved for a confirmed damaged or defective product under Section 3.

The exact time required for a refund to appear in your account depends on your bank, card issuer, or payment provider.

9. Store Credit

In certain situations, Ellison Boutique may offer store credit at its discretion.

Store credit:

  • Is non-refundable

  • May only be issued once per order

  • Cannot be exchanged for cash

  • Cannot be transferred to another person

These conditions apply unless otherwise required by applicable law.

10. Incorrect Addresses, Failed Deliveries & Returned Packages

Customers are responsible for entering complete and accurate delivery information when placing an order.

If a package is returned because an incomplete or incorrect delivery address was provided, we may:

  • Arrange one redelivery after the package has returned to our warehouse and the correct address has been confirmed; or

  • Offer store credit as a goodwill solution depending on the condition of the returned products

Additional shipping charges may apply before the package can be sent again.

If products are returned in a condition that is no longer considered original, a deduction may be applied to account for the reduction in value.

Packages that are refused, left unclaimed, or automatically returned may also be subject to the 15% restocking fee described in Section 5.

11. Policy Changes

Ellison Boutique reserves the right to revise or update this policy when necessary.

Any revised version will become effective once it is published on our website.

Changes will not be applied retroactively to return requests that were already approved under a previous version of this policy.

Contact Information

Email: info@ellisonboutique.com
Phone: + 44 20 39968319

Customer Service Hours

Monday to Friday: 9:00 AM – 5:00 PM (GMT/BST)
Saturday and Sunday: Closed

Business Information

Shop Name: Ellison Boutique
Warehouse Address:  More Plus 3 Central Park, Hudson Avenue, Severn Beach, Bristol, BS35 4EL, United Kingdom
Company Name: VEVA ECOMMERCE
Company Registration Number: 99916959
Company Address: Wethouder Kortingstraat 6, 5854PN Bergen L, The Netherlands