If for any reason you are not satisfied with your order, you may be eligible for an exchange or a refund. We have different policies for different types of products. Please review the policy below.
Personalized products
Due to the customized nature of the product, we cannot offer you a refund if your dissatisfaction with the product(s) is due to a mistake on your part or simply because you have changed your mind.
If you are not completely satisfied with your order due to a mistake we have made or because your product(s) have arrived damaged, you may request an exchange by emailing us at support@ellemadison.co and sending us a picture of the damaged product(s).
In cases of damaged or missing parts, replacing only the relevant parts (rather than the entire product) will be considered an acceptable solution.
Elle Madison Store (non-personalized)
If for any reason you are not completely satisfied with your purchase, you can return the product(s) to us for a refund or exchange.
To be eligible for a refund or exchange you must meet the following criteria:
- Product must be unopened, unused, and in its original packaging
- Product must not be damaged
- You must present a proof of purchase
- You must return the product to us within 30 days of delivery
In order to ensure the above criteria have been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue a refund.
Refunds of discounted items or orders
If your product was purchased as part of a promotion, or a discount applied on any part of the original order, then we may not be able to provide a refund or the refund may be partial, depending on the type of discount that applied. (For example, if you paid for item X and got item Y for free, you may need to return both items to get a full refund. If item Y is non-refundable, we may only give you a partial refund on item X).
Shipping items and costs
If the reason for the refund or exchange is a change of mind, or a mistake on your part, you may not be eligible for a refund of the original cost of shipping. If your order included free or discounted shipping, the full cost of shipping paid by us for the original order may still be deducted from the total refund amount paid to you.
In order to return an order, you must contact us first and obtain and include a Return Merchandise Authorization (RMA). Returns will not be accepted without a valid Return Merchandise Authorization.
Depending on the nature of your request, you may need to pay for return shipping to our warehouse. We will provide you with instructions on how to return your order.
You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund.
Contacting us
If you would like to contact us concerning any matter relating to this Returns Policy, you may do so via email at support@ellemadison.co.