Refund policy

Refunds and returns

You have 60 days after your order arrives to ask for a return. All you need is your receipt or proof of purchase.

Opened and part-used items are fine, so you can try something properly before you decide.

To start a return, email us at support@ellorvia.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back without a return being agreed first cannot be accepted.

Damaged or wrong items

Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email us straight away and we will make it right.

Items we cannot take back

Perishable goods, custom products, hazardous materials, flammable liquids, gases and gift cards cannot be returned. If you are unsure about your item, just ask.

Exchanges

The quickest way to get what you want is to return the item you have and, once the return is accepted, place a new order.

European Union: 14-day cooling-off period

If your order ships to the European Union, you can cancel or return it within 14 days for any reason. The item must be unused, in the condition you received it and in its original packaging, with your receipt or proof of purchase.

Refunds

We will let you know once your return has arrived and been checked, and whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card company may take a little longer to show it.

If more than 15 business days have passed since we approved your return, email us at support@ellorvia.com.