SHIPPING & RETURNS
Thank you for shopping at ELLERY.COM
ELLERY's manufacturing and warehousing operates out of Europe.
This means that your order will be shipped from our European warehouse.
SHIPPING
ELLERY offers complimentary shipping for all orders over 1000€.
All orders of 1000€ and under are charged a flat rate of 35€.
DUTIES AND TAXES
International orders are subject to duties and taxes determined by the country to which they are shipped. These fees are the responsibility of the recipient to pay upon delivery and are not included in the product(s) price. ELLERY has no control over processing times or duty rates by Customs in each country.
ORDER TRACKING
Once your order has been shipped, you will receive an email confirmation of your shipping details and tracking number.
CHANGE DESTINATION
We start working on your order as soon as it is placed, we are unable to make any changes or modifications to an order after it has been confirmed.
SIGNING FOR DELIVERIES
All orders require a signature upon delivery. However, a family member or colleague may sign on your behalf. If you will not be available to accept delivery, consider shipping to your workplace. Alternatively, a notice will be left notifying you of alternate delivery or pick-up arrangements.
SHIPPING TO WORK ADDRESSES
For your convenience, you may prefer to have your order delivered to your workplace. If you choose this option, please include the name of your business in the address and note goods may be left with reception or the Mail Room.
Delivery to a PO Box, AFPO, PMB or Locked Bag is not permitted for security reasons.
DELIVERIES WITHOUT SIGNATURE
You may authorise your delivery to be left without a signature (e.g. on your porch).
We do not accept any responsibility for loss or damage to goods once they have been signed for or where you have authorised delivery to be left unattended at your shipping address.
RETURNS & REFUNDS
If you are unhappy with your purchase have 14 days to complete the return process once you receive the item. After having submitted the return request, you have an additional 14 days to ship the product back to us.
We will not be able to accept any return requests beyond these terms.
Please note that items must be returned new, unworn, and with all labels and garment tags still attached. Returns that are damaged, soiled, stained or altered may not be accepted and will returned to the Customer and shipping is to be covered by the Customer.
Please note for hygiene reasons we are unable to return earrings.
Please note all SALE items are final sale.
Where provided, the original packaging, authenticity cards, dust bags and hangers should be included with your return.
Items should be returned in their original packaging, well sealed in the packaging and protected from wet weather to ensure that they are adequately protected in transit. Returns that do not comply with these regulations will not be accepted under any circumstances.
As we are now based out of Europe all orders are sent from Europe and may incur duty and taxes which are to be paid by the receiver.
Submit a Return Request
Please contact customercare@ellery.com via email if you would like to return an item(s) from your purchase.
Customer service can request photographic support regarding defective or incorrect merchandise before authorising a return for full reimbursement of shipping and import fees.
Unauthorised returns from our customer care team will not be accepted.
Prepare & Send us your Return
After submitting your return request, make sure to send the items back to us following the below steps:
- Fill out the Return Form that you will find enclosed in the original package sent to you.
- Carefully pack the items and prepare your return.
- Send via tracked post through your local postage service or contact a professional courier service to return the package.
If you have misplaced the return form, please contact customercare@ellery.com for a copy.
Once the return has been received and inspected by the customer care team, you will receive a confirmation email.
Returns & Refunds Processing
Please note all costs related to return including duty and taxes must be paid by the customer.
We reserve the right to not process the duty and tax unpaid upon return.
We will issue a refund as soon as the return has been reviewed and approved by our quality check team. Your refund will be processed to the original payment method. Please note that refunds may take up to 10-14 working days to appear on your bank statement, depending on your bank. Please note that if you have received a gift and would like to return it for a refund, the original buyer will receive the refund.
If a returned item does not comply with our Returns Policy, we will not approve and process the refund. We reserve the right to not return an item which does not comply with our Returns Policy. Please contact our Customer Care team to enquire about the validity of your return if you are unsure.
EXCHANGES
We accept to exchange goods for size swaps in same styles only.
You have 14 days to complete the exchange process once you receive the item. After having submitted the exchange request, you have an additional 7 days to ship the product back to us.
We will not be able to accept any exchange requests beyond these terms.
Please note that items must be returned new, unworn, and with all labels and garment tags still attached. Exchange returns that are damaged, soiled, stained or altered may not be accepted and will returned to the Customer and shipping is to be covered by the Customer.
Please note for hygiene reasons we are unable to exchange earrings.
Please note all SALE items are final sale and cannot be exchanged.
Where provided, the original packaging, authenticity cards, dust bags and hangers should be included with your exchange return.
Items should be returned in their original packaging, well sealed in the packaging and protected from wet weather to ensure that they are adequately protected in transit. Exchange returns that do not comply with these regulations will not be accepted under any circumstances.
As we are now based out of Europe all orders are sent from Europe and may incur duty and taxes which are to be paid by the receiver.
Submit an Exchange Request
Please contact customercare@ellery.com via email if you would like to exchange an item(s) from your purchase.
Unauthorised exchange returns from our customer care team will not be accepted.
Prepare & Send us your Exchange
After submitting your exchange request, make sure to send the item/s back to us following the below steps:
- Fill out the Exchange Form that you will find enclosed in the original package sent to you.
- Carefully pack the items and prepare your exchange return.
- Send via tracked post through your local postage service or contact a professional courier service to return the package.
- Share the tracking number of the parcel with customercare@ellery.com and once received they will put aside the requested product size for exchange.
If you have misplaced the exchange form, please contact customercare@ellery.com for a copy.
Once the exchange return has been received and inspected by the customer care team, you will receive a confirmation email.
Exchange Processing
Please note all costs related to exchanges including duty and taxes must be paid by the customer.
We reserve the right to not process the duty and tax unpaid on exchange return goods.
As soon as the exchange return goods have been received, reviewed and approved by our quality check team you will be notified and the new item will be prepared for shipment.
Shipping for your new item exchange will be processed to the original payment method.
If an exchange return item does not comply with our Exchange Policy, we will not approve and process the exchange and will ship the original item back to the Customer at their expense. We reserve the right to not exchange an item which does not comply with our Exchange Policy. Please contact our Customer Care team to enquire about the validity of your exchange if you are unsure.