Returns & Refunds.

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 14 days from the date you received your order to return the items for a refund. If 14 days have gone since you received your order, unfortunately we can't offer you a refund. If you place your order in December, you have 30 days from the date you receive your order to return the items. Discounted or price reduced items purchased in the context of a sale are considered FINAL SALE and are not eligible for return or exchange.

 

What do I need to do?

The first thing you need to do is email us at customercare@ellenterrie.com with your order number and the products you wish to return within 14 days of receiving your order. 

We'll email you the details of our return address of which you need to post it back to.

Carefully place your garments back in the original packaging.
Post your package to the given address - we advise using a tracked service as unfortunately we can’t take responsibility for any lost items.

 

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:

Discounted or price reduced items purchased in the context of a sale

 However, unless your item is faulty or damaged, these exceptions do not apply. In this case, we'll take care of it and work with you to find the best solution.

 

For International orders, customers are responsible for returns taxes. Please also make sure you allow enough time to meet the current 14 day return period.

 

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 5-10 business days. Refunds to PayPal can take up to 30 days and are subject to PayPal refund regulations. 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.  

 

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 customercare@ellenterrie.com to return your unwanted item(s) as per the instructions above. 

We 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.

 

Cancelling your order.

If you would like to cancel your order, please email us at customercare@ellenterrie.com as soon as possible, and we will endeavour to follow up on your request prior to shipping. We usually ship within 24 hours, but it can be sooner than this. Once we receive and have processed your email, we will confirm the location of your package, and if it is still at our warehouse, we will offer you a full refund including any shipping charges.