Refund policy

Returns & Exchanges

We want you to be completely delighted with your purchase. If you are not 100% satisfied for any reason upon receiving your order, you may return the item(s) for a full item refund or exchange.

We accept returns and exchanges online by mail for up to 14 days after an item was purchased. Items must be unassembled, in their original packaging and/or box, and accompanied by the Order Confirmation email and packing slip. 

If an order is received damaged or incomplete, please inform a member of our team within 3 days and leave the contents unassembled.

Returns will incur a standing return shipping fee. 

Damages

We strive to deliver your purchases in a timely and safe manner. If your merchandise arrives visibly damaged during the delivery process, please notify the delivery team and have it be recorded in the delivery paperwork. Please contact our Customer Service team within 72 hours of delivery to begin the replacement/repair of the damaged item. 

If an order is received damaged or incomplete, please inform a member of our team within 3 days and leave the contents unassembled.

Ella + Ross is not liable for any damage to property resulting from delivery requests including but not limited to inside delivery.

Returns

Our mission is to help you find your style with our vast range of products. We offer easy returns within 72 hours of delivery, simply contact our Customer Service team with your order details to begin. Please make sure that your items are in as-new condition and are returned in the original packaging. Returns initiated within 72 hours of delivery are fully covered, with only a standard return shipping fee of 5% to 10% deducted from your order total; shipping fees are calculated based on delivery location and total distance from our main office. Past 72 hours all returns may be subject to a restocking fee of up to 30% of the original order amount. No return shipping fee is applied if the customer ships the return themselves. No return shipping fee is applied to customers who initiate a return past the 72 hour grace period. Customers must contact a team member within 14 days of their order to be eligible for a return; return requests past this time are reviewed on a case by case basis and may be rejected. 

Once the item is received back it will be inspected by our quality assurance team to verify it is in as-new condition. Refunds will be issued after verification is complete.

If an order is received damaged or incomplete, please inform a member of our team within 3 business days and leave the contents unassembled.

Return Policy:

  • We stand by the quality of our products, and to ensure customer satisfaction, we offer a hassle free return policy within 72 hours after delivery.
  • If for any reason you are not satisfied with your purchase, you may return the item within 72 hours of receiving it,
  • Orders returned within the 72-hour grace period are still subject to a standard return shipping fee ranging from 5% to 10% of the purchase price
  • In cases of damage or manufacturing defects on delivery no additional charges will be applied to any return. 
  • To initiate a return, please contact our customer service team cs@ellaandross.com with your order details, and we will arrange the pickup.
  • Once the item is inspected and approved for return, we will provide a refund back to your original payment method.

Please Note:

  • Returned items must be in their original condition, free from any damage or wear.
  • Refunds will be processed within 7-10 business days after the return is completed.

 

I already mailed back my order. How long will it take for me to get a refund?

Please note that the entire return process of scheduling the pickup, return transit and inspection typically takes 2-3 weeks.

Once your order has been returned and received, your refund will be processed and applied back onto the original method of payment within 2-5 business days, after an inspection by our quality and assurance team. Once processed, depending on your financial institution, it may take an additional 3-5 business days for the funds to be fully returned into your account. 

How to return a product by mail

1. Contact a member of our customer care team at cs@ellaandross.com to begin your return. Simply mail your unassembled merchandise in its original packaging along with your Packing Slip, Sales Receipt, or Order Confirmation email. Please make sure that your items are in as-new condition, unassembled, and are returned in the original packaging. All returns must be made with the original packaging otherwise, a repackaging fee will be applied. You may want to choose a return shipping method that gives you the ability to track your return shipment. Please note, you will not be reimbursed for the cost of the return shipment.

2. Send the unassembled merchandise in its original box with your Packing Slip to: 1920 Silicone Drive, Pickering, ON,L1W 3V7

3. Original shipping charges are not refunded in the case of a return. Your purchase (less any shipping charges) will be refunded to your card within 5 business days of receipt.

4. Please note: We do not accept C.O.D.

5. We do not offer exchanges by mail. You may return your order by mail for a refund and place a new order online for another item.