Returns & Refunds
During this time, we hope that you are all staying in good spirits and good health while doing your best to stay safe. Courier services are currently experiencing some minor delays, so slightly increased delivery and return lead times are to be expected. Please note that, due to Covid-19, we have extended our returns period from 30 days to 60 days.
We want you to be fully happy with your new purchase. If for any reason it isn't quite right, please don't worry, you have 30 days from the date you received your order to return the items for a refund. If 30 days have gone since you received your order, unfortunately we can't offer you a refund.
The first thing you need to do is email us at email@example.com with your order number and the products you wish to return within 30 days of receiving your order.
To be eligible for return, your item must be unused and in the same condition that you received it with the original tags attached. When trying on lingerie, please do not use unnecessary force and ensure that you are not wearing make-up, perfume or deodorant which may leave a scent or mark. We will not accept any briefs that have been tried on without wearing something underneath. We will be unable to accept the return of any item(s) where these instructions have not been followed. In the unlikely event that an item is returned to us in an unsuitable condition, we reserve the right to send it back to you and not issue a refund.
Please note that we are unable to accept returns of the following items, unless faulty or damaged, if you have opened the packaging which they are supplied:
Sexual Pleasure & Wellness products
Once your return is received and inspected, if approved then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days. A confirmation email will be sent once your refund has been processed.
Please note that shipping fees that were paid during an order are non-refundable. Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We do not offer exchanges at this time, we only replace items if they are faulty or damaged. If you require a different size, style, etc. please place a new order and email us at firstname.lastname@example.org to return your unwanted item(s) as per the instructions above.
Ellen Terrie have made every effort to display the products and colours as accurately as possible on our website. We take care to ensure that all details, prices and product descriptions are correct at the time of being entered on our website. All goods are subject to availability. If an item is out of stock before your order has been processed, we will notify you as soon as possible.