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.
Please visit our FAQs page for more information on shipping, returns, and cancellations.
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 14 days 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, remain unassembled and are returned in the original packaging. All returns must be made with the original Ella & Ross packaging otherwise, a repackaging fee of up to 30% will be applied. Returns will incur a standing return shipping fee. All shipping charges are non-refundable.
Once the item is received back it will be inspected by our quality and assurance team to verify its as-new condition. Refunds will be issued after verification is complete.
Partial refunds or credits will be issued in store credit.
Please note that the entire return process of scheduling the pickup, return transit and inspection typically takes 2-3 weeks.
Non-returnable items:
Custom made or special order items
Assembled and/or modified items
Items without original packaging
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.