Return & Refund Policy
Return & Refund Policy
Last Updated: 01-01-2026
At Ellis & Rose, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, eligible items may be returned in accordance with the terms and conditions outlined below.
Please read this policy carefully before submitting a return request.
1. Return Window
Ellis & Rose offers a 30-day return policy.
You have 30 days from the date your order is delivered to contact us and request a return.
Returns cannot be requested while an order is still in transit. If your order has not yet been delivered, you must wait until delivery has taken place before submitting a return request.
Once the 30-day return period has passed, we may not be able to accept the return.
2. Return Eligibility
To be eligible for a return, the item must:
- Be unused, unworn, and unwashed;
- Be in its original condition;
- Include all original tags and labels;
- Include the original packaging where applicable;
- Be free from stains, odors, damage, alterations, or other signs of use;
- Not have been handled carelessly or in a manner that affects its resale condition;
- Be accompanied by valid proof of purchase or an order number; and
- Have been submitted for return within 30 days of delivery.
You may briefly try on an item for sizing purposes, provided that the item remains otherwise unused and in its original condition.
Items that have been worn, washed, damaged, stained, scented, altered, or otherwise used may not qualify for a refund.
Ellis & Rose reserves the right to refuse a return if the returned item does not meet the requirements of this policy.
3. Sizing Responsibility
Customers are responsible for reviewing the available size guide and product measurements before placing an order.
Sizing may vary depending on the style, design, cut, or manufacturer. We strongly recommend comparing the listed measurements with a similar item that you already own before ordering.
Ellis & Rose is not responsible for sizing issues resulting from a customer failing to review or follow the provided size information.
Ordering multiple sizes with the intention of keeping only one and returning the others is not permitted.
If you are unsure about sizing, please contact us before placing your order at:
4. Non-Returnable Items
The following items are not eligible for return:
- Gift cards;
- Underwear;
- Shapewear;
- Swimwear;
- Items that have been worn, washed, used, damaged, stained, scented, or altered;
- Items missing original tags or packaging where applicable;
- Items that are no longer in their original condition;
- Items returned without prior return authorization; and
- Any other items specifically identified as non-returnable at the time of purchase.
5. How to Request a Return
Do not send an item back before your return has been approved.
To request a return, email:
Please include:
- Your full name;
- Your order number;
- The reason for your return;
- Clear photos if the item is damaged, defective, or incorrect; and
- Any other information requested by our support team.
You must contact Ellis & Rose before sending anything back.
If your return request is approved, we will provide you with the appropriate return instructions and return address.
Important
Do not send your return to the address shown on the original package or shipping label.
Return addresses may vary depending on the order and may include international processing facilities or supplier return locations.
Items sent back without prior return authorization may be refused and may not qualify for a refund.
6. Return Shipping Costs
For standard change-of-mind returns, return shipping costs are the responsibility of the customer.
This includes, where applicable:
- International return shipping;
- Customs-related charges;
- Import or export duties;
- Taxes;
- Carrier handling fees; and
- Other costs associated with returning the package.
Original shipping charges paid at the time of purchase are generally non-refundable.
We strongly recommend using a tracked shipping service when returning an item.
Ellis & Rose is not responsible for returns that are lost, delayed, damaged, or misdirected while being shipped back to us.
Returns Due to Our Error
If you receive an item that is confirmed to be damaged, defective, or incorrect due to an error on our part, we may, depending on the circumstances:
- Cover the applicable return shipping cost;
- Provide a replacement;
- Provide a refund; or
- Offer another appropriate resolution.
The appropriate resolution will be determined after reviewing the issue.
7. Return to Sender / Refused or Unclaimed Packages
A package that is refused, rejected, not accepted, or not collected by the customer and subsequently returned to Ellis & Rose by the carrier is not considered a standard return.
This includes situations where a customer:
- Refuses delivery;
- Declines to accept the package;
- Fails to collect the package from a pickup location;
- Refuses applicable customs duties, taxes, or carrier charges;
- Provides an incorrect or incomplete address that causes the package to be returned; or
- Otherwise causes the package to be returned to sender without following our approved return procedure.
If a package is returned to Ellis & Rose in this manner, the following charges may apply:
$10 Restocking Fee
A $10 restocking fee will apply to packages returned to Ellis & Rose through a Return to Sender process when the customer did not follow the standard return procedure.
$10 Return-to-Sender Fee
An additional $10 fee will apply to cover the costs associated with the package being returned to Ellis & Rose.
Additional Charges
Any additional costs incurred as a result of the Return to Sender shipment may also be the customer's responsibility, including applicable:
- Customs fees;
- Import or export duties;
- Taxes;
- Carrier fees;
- Handling charges; or
- Other return-related charges.
These charges may be deducted from any refund otherwise available to the customer.
No restocking fee is charged for a properly approved and completed standard return.
If you no longer want an order after it has shipped, please do not refuse or reject delivery. Instead, accept the package and contact Ellis & Rose after delivery to request a return under this policy.
Packages returned to us through a Return to Sender process may not be processed as a normal return until they have been received and reviewed.
8. Customs, Duties & International Fees
International orders may be subject to customs fees, import duties, taxes, tariffs, or carrier handling/clearance fees depending on the destination country and shipment.
These charges are determined by the applicable authorities, carrier, or customs office and may vary from order to order.
Where applicable, Ellis & Rose will inform customers of known customs-related charges. However, the final amount may depend on the destination country, customs assessment, carrier, and other factors outside of our control.
Customers are responsible for applicable customs fees, duties, taxes, and international handling charges unless otherwise stated by Ellis & Rose.
Customs-related charges are generally non-refundable by Ellis & Rose.
If a customer refuses delivery because of unpaid customs duties, taxes, or other charges and the package is subsequently returned to Ellis & Rose, the Return to Sender policy in Section 7 will apply.
9. Exchanges
We do not guarantee direct exchanges.
If you need a different size, color, or item, the fastest option is generally to:
- Request a return for the original item;
- Send the item back after your return has been approved; and
- Place a new order for the desired item.
For confirmed defective, damaged, or incorrect items, Ellis & Rose may offer a replacement of the same product after review by our support team.
10. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it is delivered.
If you receive an item that is damaged, defective, or incorrect, contact us as soon as possible and no later than 48 hours after delivery at:
Please provide:
- Your order number;
- A clear description of the issue;
- Clear photographs showing the problem; and
- A photograph of the packaging if relevant.
Once we have reviewed and confirmed the issue, we may provide an appropriate solution, which may include:
- A free replacement;
- Return instructions;
- A refund;
- Store credit; or
- Another suitable resolution.
In many cases, you will not need to return the original item unless we specifically request that you do so.
Claims submitted more than 48 hours after delivery may not be accepted.
11. Missing, Lost, or Delivered Packages
If your package appears to be delayed, missing, or marked as delivered but cannot be located, please first check with:
- Neighbors;
- Household members;
- Mailbox or delivery areas;
- Reception desks;
- Building management;
- Local delivery points; and
- The shipping carrier.
If tracking confirms that the package was delivered to the address provided at checkout, Ellis & Rose is generally not responsible for packages that are subsequently lost, stolen, or missing after confirmed delivery.
We may request a signed statement or other confirmation of non-receipt and may require a carrier investigation before a claim can be finalized.
If the carrier officially confirms that a package was lost in transit, Ellis & Rose may provide either:
- A replacement shipment; or
- A full refund.
12. Shipping Address Responsibility
Customers are responsible for providing complete and accurate shipping information at checkout.
Any address errors should be reported within 24 hours of placing the order.
Address changes are not guaranteed once an order has entered processing, been prepared for shipment, or shipped.
If an incorrect or incomplete address results in a failed delivery, delay, Return to Sender, loss, replacement, or reshipment, the customer may be responsible for any related costs.
13. Order Cancellations
Cancellation requests must be submitted within 24 hours of purchase by contacting:
Cancellation requests are not guaranteed once an order has entered processing, been prepared for shipment, or shipped.
If a cancellation is approved, a $10 cancellation and processing fee may be deducted from the refund to cover payment processing and administrative costs.
Orders that have already been prepared for shipment or shipped cannot be canceled.
Once an order has been delivered, you may request a return in accordance with this policy.
14. Change-of-Mind Returns
If you change your mind after your order has shipped, you must wait until the order has been delivered and then request a return.
Change-of-mind returns must follow the standard return process described in this policy.
The customer is responsible for the return shipping costs.
No restocking fee will be charged for a properly approved standard return.
Refunds are issued only after the returned item has been received and confirmed to meet the return requirements.
15. Aftersell, Upsell & Post-Purchase Offers
Ellis & Rose may offer optional discounts, bundle upgrades, add-on products, or other post-purchase offers after checkout.
By accepting an aftersell, upsell, or post-purchase offer, you confirm that:
- You authorized the purchase;
- The product details, price, shipping costs, and applicable discounts were displayed before confirmation;
- No charge is made without your authorization; and
- You receive a separate confirmation or receipt for each authorized transaction.
Cancellations for post-purchase offers may be requested within 24 hours, provided the order has not been processed, prepared for shipment, or shipped.
Returns and refunds for post-purchase items are subject to this Return & Refund Policy.
Authorized post-purchase transactions are not considered unauthorized, accidental, or fraudulent solely because they were added after the original checkout.
16. Refund Process
Once your approved return has been received, it will be inspected.
Returns are generally inspected and processed within 7 business days after arrival.
You will receive an email once your return has been reviewed, confirming whether your refund has been approved or rejected.
If approved, your refund will be issued to your original payment method.
Please note:
- Original shipping fees are non-refundable;
- Standard return shipping costs are non-refundable;
- Applicable customs fees, duties, taxes, and international handling fees are non-refundable by Ellis & Rose;
- Any applicable Return to Sender fees may be deducted from the refund; and
- Banks and payment providers may require additional processing time.
Approved refunds may take up to 14 business days to appear on your original payment method.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact:
17. Return Address
Do not send a return to the address on your original package unless specifically instructed to do so by Ellis & Rose.
Once your return has been approved, we will provide the correct return instructions and return address.
For authorized returns, the currently designated return address is:
Contact Name: Han Wei
Address: 4th Floor, Building 4, No. 58 Baiye Road, Liaobu Town
City: Dongguan
Zip Code: 523400
Province: Guangdong
Country: China
Return addresses may change depending on the order or return circumstances. Always use the return address provided by Ellis & Rose for your specific return.
18. Return Refusal
Ellis & Rose may refuse a return or refund when:
- The return was sent without prior authorization;
- The return was sent to an incorrect or unauthorized address;
- The item has been worn, washed, used, damaged, stained, scented, or altered;
- Original tags or packaging are missing where required;
- The return request was submitted outside the applicable return window;
- The item is listed as non-returnable;
- The customer failed to follow the return instructions;
- The item does not meet the condition requirements described in this policy; or
- The package was returned through a Return to Sender process rather than through the approved return procedure.
Where a return is refused, we may contact the customer with further instructions regarding the item.
19. Contact Us
If you have questions about a return, refund, exchange, cancellation, or damaged/incorrect order, please contact us before sending anything back.
Ellis & Rose
Email: info@ellisandrose.com