Return Policy
Return Policy – Important Notice
Please review our return policy carefully. By placing an order with Ellis & James, you agree to the terms outlined below.
Returning a Product
Return Timeframe
You have 30 days after receiving your order to request a return.
Unfortunately, if more than 30 days have passed, we are unable to offer a refund or exchange.
Return Conditions
To be eligible for a return, items must be:
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Unused
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In their original packaging
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In the same condition as received
For products where hygiene is relevant, items must be properly cleaned before initiating a return.
Damage Due to Personal Use
Ellis & James is not responsible for damage resulting from:
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Misuse
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Negligence
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Improper handling
Only manufacturing defects are covered under this policy.
Exceptions
For hygiene reasons, certain products cannot be returned, including:
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Underwear
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Lingerie
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Sealed hygiene products (once opened)
How to Request a Return
To initiate a return, please contact us via email:
Email: info@ellisjamestoronto.com
Include the following details:
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Order number
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Reason for the return
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Photo of the item (if damaged or defective)
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Contact information
Refund Procedure
Once your return has been received and inspected, you will be notified via email regarding the approval or rejection of your refund request.
If approved, refunds will be processed within 30 days and applied to your original payment method.
Delayed or Missing Refunds
If you have not received your refund after 30 days:
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Please check your bank or card account
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If the issue persists, contact us at info@ellisjamestoronto.com
Return Costs
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Return shipping costs are the responsibility of the customer
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We strongly recommend using a trackable shipping method
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Ellis & James is not responsible for returns lost in transit
Return Address
Returns must be shipped to our international fulfillment partner.
Please note:
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Return shipping costs start at approximately $30
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Shipping costs are the responsibility of the customer
Detailed return instructions will be provided after your request has been approved.
Defective or Incorrect Products
If you receive a defective or incorrect item:
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We will send a replacement at no additional cost
If the issue persists after a replacement:
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A full refund will be issued
Order Cancellation
Orders cannot be cancelled after 12 hours due to our automated order processing system.
Questions?
For any questions regarding returns or refunds, please contact:
Email: info@ellisjamestoronto.com