Refund policy

Last Updated: March 12, 2026

At Ella Toronto, our goal is for you to be completely satisfied with your purchase. We understand that shopping online internationally can be tricky, so we’ve designed a fair and transparent return policy for our customers in the USA, Canada, Australia, and the UK.

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30-Day Money-Back Guarantee

You have 30 days from the delivery date to request a return. If you are not 100% satisfied with the fit, style, or quality, you can return your item for a full refund or an exchange.

Eligibility for Returns

To be eligible for a refund or exchange, items must be:

• Unworn, unwashed, and unused
• In the original packaging with all tags still attached
• Free of stains, makeup, deodorant, or signs of wear

Sale Items

Items purchased during sale are generally non-returnable. However, we respect mandatory local consumer laws (such as those in the UK/EU) which may grant a statutory right to return. Please check your local regulations or contact us if you have questions about a specific sale item.

Shipping Costs

• Standard Returns: The customer is responsible for international return shipping costs to our designated returns center. We recommend using a trackable shipping service.
• Original Shipping & Duties: Any shipping fees or customs duties paid at the time of purchase are non-refundable.

Defective or Damaged Items

If you receive a defective or damaged item, please contact us within 48 hours of delivery with photos of the issue. We will arrange a replacement or refund at no additional cost to you.

Refund Processing

Once your return is received and inspected, we will notify you of the approval. Approved refunds are processed to your original payment method within 5–10 business days.

How to Start a Return

To initiate a return, please contact us with your Order Number and reason for return. Our team will provide you with the correct return address and instructions for your region.