Returns policy

We must receive all returns/exchanges of items within 14 days of your receipt of the product. All tags must be intact for the return/exchange to be processed. All items must be returned in the condition that they were received.

Returns Procedure:

If you’re unhappy with your purchase, or it’s simply not right for you, then we are happy to offer a ‘no quibble’ returns policy for any unwanted good/s purchased from us in the last 14 days (from date of delivery) for a full refund. If your goods were delivered in instalments, your 14 days starts after the delivery of the final instalment.

The delivery cost is covered by you, the customer.

Please keep the item in its original condition until you have decided whether you wish to keep it or not. We cannot accept returns of non-faulty items that have been worn, used and/or garment tags or packaging removed. In such cases, the items will be returned to the customers.

Start Your Return

Returning an item to us is as easy as 1,2,3. Click on the link to use our simple online returns portal.

We’ll pop you an email as soon as your return has been processed. Please allow up to 14 days from the date of email confirmation for your refund to clear from your method of payment.

As we work with a number of small, independent brands who supply products directly, sometimes items may need to be sent back to the supplier, rather than to us. Don’t worry, we will advise you of this during the returns process, once you have initiated your return.

Refunds will be credited to the original purchaser’s card for the sum paid minus postage costs. Please note that postage costs can apply for exchanges.

We strongly recommend that items are returned using registered post and that you keep your proof of posting receipt. We will not offer a refund on returned items that are lost or damaged in the post.

 

Exclusions

There are a few exclusions under our unwanted returns policy to make you aware of.

Please note that we are unable to accept returns for any of the following:

• Faulty goods that you were made aware of at the time of order
• Goods damaged by attempts to repair them
• Any furniture products unless they are faulty
• Bespoke, personalised or perishable goods
• Products that have been fitted with a tamper seal or a hygiene seal, or cannot be resold for hygienic reasons

 

How do I exchange an item?

You can exchange any unwanted items, hassle free, within 14 days from the date of dispatch. To request an exchange, please get in touch with us at: hello@ellieneverforgets.com and we will do the rest.

I’ve received a damaged or faulty item

Quality is our top priority so we’re really sorry if you’ve received a faulty or damaged item. We want to put this right for you as quickly and easily as possible. Simply complete and submit our damaged/faulty product form and we will get right on it.

This Returns Policy forms part of our General Terms of Service.