Return & Refund Policy

Ellis & Rose Savannah

At Ellis & Rose Savannah, we want you to feel confident about your purchase. Eligible items may be returned under the conditions below.

Return Window

We offer a 30-day return policy. You have 30 days after receiving your order to request a return.

Returns can only be requested after the item has been delivered. Orders that are still in transit cannot be returned or refunded until delivery has taken place.

Return Eligibility

To qualify for a return, the item must:

• Be unused, unworn, unwashed, and in its original condition;

• Include all original tags, labels, and packaging;

• Show only normal signs of handling;

• Be returned with valid proof of purchase or an order number;

• Be requested within 30 days of delivery.

Trying on an item is allowed. However, items must not be worn, washed, damaged, stained, scented, altered, or handled carelessly.

Ellis & Rose Savannah reserves the right to refuse any return that does not meet these conditions.

Sizing Responsibility

Customers are responsible for reviewing the size guide before ordering. Sizing may vary by style, design, and manufacturer.

We recommend comparing the listed measurements with a similar item you already own. Ellis & Rose Savannah is not responsible for sizing issues caused by failure to review the provided size information.

Ordering multiple sizes with the intention of returning part of the order is not permitted.

If you are unsure about sizing, contact us before placing your order at info@ellisandrose.com.

Non-Returnable Items

The following items cannot be returned:

• Gift cards;

• Underwear;

• Shapewear;

• Swimwear;

• Items that are worn, washed, used, damaged, stained, scented, altered, or missing original packaging or tags;

• Items returned without prior return authorization.

How to Request a Return

To request a return, contact us at info@ellisandrose.com and include:

• Your full name;

• Your order number;

• The reason for return;

• A photo if the item is damaged, defective, or incorrect;

• Your return address.

You must contact us before sending anything back. If approved, we will provide return instructions and the correct return address.

Do not send returns to the original sender address. Return addresses may vary and may include international processing facilities or supplier return locations.

Items sent back without prior authorization will not be accepted.

Return Shipping Costs

Return shipping costs are the customer’s responsibility, including any international shipping costs, customs fees, duties, or handling fees.

Original shipping fees, if applicable, are non-refundable.

We strongly recommend using tracked shipping. Ellis & Rose Savannah is not responsible for returns that are lost, delayed, or damaged during return shipping.

If the return is due to a confirmed error on our part, such as a damaged, defective, or incorrect item, we may cover return shipping, arrange a replacement, or offer another suitable solution depending on the situation.

Restocking Fees

We do not charge restocking fees for approved returns.

Cancellation and processing fees may apply to approved order cancellations.

Exchanges

The fastest way to receive another item is to return the original item and place a new order after your return has been accepted.

For confirmed defective, damaged, or incorrect items, we may offer a free replacement of the same product after review by our support team.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive a damaged, defective, or incorrect item, contact us immediately and no later than 48 hours after delivery at info@ellisandrose.com.

Include:

• Your order number;

• A clear description of the issue;

• Clear photo evidence of the item;

• A photo of the packaging, if relevant.

Once confirmed, we will provide a suitable solution, which may include a free replacement, return instructions, refund, store credit, or another resolution.

In most cases, customers will not need to return the original item unless requested by our supplier, warehouse, or support team.

Claims submitted after 48 hours may not be accepted.

Missing, Lost, or Delivered Packages

If your package appears delayed, missing, or marked as delivered but cannot be located, first check with:

• Neighbors;

• Household members;

• Mailbox areas;

• Reception desks;

• Building management;

• Local delivery points.

If tracking confirms delivery to the address provided at checkout, Ellis & Rose Savannah is not responsible for lost, stolen, or missing packages after delivery.

Customers may be asked to provide a signed statement or additional confirmation of non-receipt. A carrier investigation may be required before a claim can be finalized.

If the carrier officially confirms that a package is lost, we will offer either a free reshipment or a full refund.

Shipping Address Responsibility

Customers are responsible for providing complete and accurate shipping information at checkout.

Address errors must be reported within 24 hours of placing the order. Address changes are not guaranteed once an order has entered processing, has been prepared for shipment, or has shipped.

If an incorrect or incomplete address causes delay, failed delivery, return to sender, loss, replacement, or reshipping, the customer may be responsible for all related costs.

Order Cancellations

Cancellation requests must be submitted within 24 hours of purchase by emailing info@ellisandrose.com.

Cancellations are not guaranteed once an order has entered processing, has been prepared for shipment, or has shipped.

If approved, a $10 cancellation and processing fee may be deducted from your refund to cover payment processing and administrative costs.

Orders that have already been prepared for shipment or shipped cannot be canceled. After delivery, you may request a return under this policy.

Change of Mind

If you change your mind after your order has shipped, you must wait for delivery and then request a return.

Return shipping costs for change-of-mind returns are the customer’s responsibility. Refunds are issued only if the returned item meets all eligibility conditions.

Aftersell, Upsell, and Post-Purchase Offers

We may offer optional discounts, bundle upgrades, or add-on items after checkout.

By accepting an aftersell, upsell, or post-purchase offer, you confirm that:

• The purchase is authorized by you;

• Product details, prices, shipping costs, and discounts were shown before confirmation;

• No charge is made without your explicit approval;

• You will 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 these items follow this Return & Refund Policy.

Authorized post-purchase transactions are not considered unauthorized, accidental, or fraudulent.

Refund Process

Once your return is received, it will be inspected. Returns are usually inspected and processed within 7 working days after arrival.

We will email you once your return has been reviewed and let you know whether your refund is approved or rejected.

If approved, the refund will be issued to your original payment method.

Please note:

• Original shipping fees are non-refundable;

• Return shipping costs are non-refundable;

• Customs fees, duties, and international handling fees are non-refundable;

• Banks and payment providers may need 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, contact us at info@ellisandrose.com.

Return Refusal

We may refuse a return or refund if:

• The return was sent without prior authorization;

• The return was sent to the wrong address;

• The item is worn, washed, used, damaged, stained, scented, or altered;

• Tags or original packaging are missing;

• The request was made outside the return window;

• The item is non-returnable;

• The customer failed to follow our return instructions.

Contact

Ellis & Rose Savannah
Email: info@ellisandrose.com