Refund policy

If you are unsatisfied with your order – please contact our support and we will do our best to help you out! 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

For questions about returns and refunds, please contact our customer service via:

Email: support@ellorini.com



To be eligible for a return, your item must be in the same condition that you received it, unused, unwashed and undamaged, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If applicable:

  1. To be eligible to claim a refund, you must have purchased products from Ellorini.com
  2. You can submit refund requests within 30 after receiving your order days. Please contact us at support@ellorini.com for your request. Once your return request is approved, we will provide return instructions.
  3. You will be required to pay for the return shipping label and provide us with the tracking number.
  4. Once your return has been approved, allow us up to 7 business days to process your refund.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

When returning an item, the customer is responsible for ensuring the package arrives safely and in good condition. We require using a trackable shipping method and keeping proof of postage. We are not liable for return shipments that are lost, delayed, or not delivered to us.

Customers are responsible for return shipping costs unless the item is defective or not as described.

We do not accept returns on these items:

  • Worn
  • Washed
  • Personalised
  • Gift Cards
  • Mystery Bags/Sets
  • Clearance Items
  • Special event items such as mother's day, father's day, christmas, easter etc. We may however offer an exchange if its a sizing issue.

Please do not return packages to sender as it may go to a 3rd party distribution center which is not associated with Ellorini. 

Return address:

Ellorini
Holtsprake 19
7773 GE Hardenberg
The Netherlands

Please do not send items back without contacting us first, as this may delay processing of your return or refund.

Customers are responsible for securely packaging returned items and using a trackable shipping method where possible.

 ***Please note return postage is at the customers expense unless the product has been deemed faulty by Ellorini***

You can always contact us for any return questions at support@ellorini.com

Refunds

If you have a faulty item, please contact us via email support@ellorini.com and send photos of the fault. Ellorini will replace, give a credit or refund for faulty items at their discretion.

Refunds are only issued after one of the following conditions is met:

1. The product has been returned to us and received in accordance with our return policy; or

2. The product has been marked as faulty or damaged; or

3. The carrier has officially confirmed the shipment as lost.

Until the carrier has formally classified the parcel as lost, the order is considered in transit and no refund or credit is due.



International Returns
Customers are responsible for any customs duties, taxes or clearance fees incurred when returning goods to our international warehouse. These fees are non-refundable.
Please ensure the return is declared as Returned Goods – No Commercial Value to avoid unnecessary charges.

If an item arrives damaged or faulty, we will cover any customs fees or costs associated with the return.

Free Shipping & Returns

Orders that qualified for free shipping are shipped at our expense. If such an order is returned (partially or in full), the free-shipping condition no longer applies. In this case, our standard shipping costs will be deducted from the refundable amount, as these costs were incurred by us and are non-refundable.

The deducted amount corresponds to the standard shipping fee applicable to the original destination and shipping method.



Refund Method: The refund will be processed using the same payment method you used during the purchase. 

Refund Timeline: If the refund is approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@ellorini.com

Please make sure to read our product descriptions carefully. Kindly note that product colors may appear slightly different in photos due to lighting during photography or variations in monitor display settings.

Returns & Exchange Policy for Promotional Offers (e.g. Buy One Get One Free)

If you have purchased items as part of a promotional offer such as "Buy One Get One Free" (1+1), both items must be returned in order to receive a full refund.

In the event that only one item is returned, the promotional discount will no longer apply, and the retained item will be charged at its regular (non-discounted) price. The refund will then reflect the adjusted value accordingly.

All returned items must be unused, in their original packaging, and comply with the general conditions of our returns policy.

Exchanges are only possible if both or all items remain unopened, unused, and in their original packaging. If either item has been opened or used, an exchange will no longer be possible.

Please note that your statutory right to cancel and return your order within 30 days remains unaffected by promotional offers.

As we offer an online service, it is your responsibility to ensure you check the item description and size carefully before ordering.

Restocking Fee

We do not charge any restocking fee on returned items.

Damaged, Wrong, or Defective Items

We’re sorry to hear something went wrong with your order!

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery. To help us resolve the issue quickly, kindly provide the following:

  • Your order number
  • A clear photo of the damaged or incorrect item
  • A brief description of the issue

We will review your request and either send a replacement or issue a refund, depending on your preference.

Please note that we are unable to process claims submitted after 7 days of delivery.

You can reach us at support@ellorini.com
We’re here to make it right!

Need to cancel your order?

Here's what you need to know about cancelling an order with Ellorini:

  • Cancellation Window: You can cancel your order within 1 hour of placing it. Unfortunately, we won't be able to cancel orders after 1 hour as they may already be in the processing stage.
  • How to Cancel: To cancel your order, please reach out to us directly via email at: support@ellorini.com

 

Confirmation Email: Once the refund has been processed, you will receive a confirmation email with the details of the transaction. This email will serve as proof of the refund for your records.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 30 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, unwashed and undamaged, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Customer Service Hours:

Mo- Fr 09:00 - 17:00 CEST

Contact information:
Email: support@ellorini.com

Ellorini is a trade name of Marsman Products.

Trade number: 72996048
VAT number: NL002405629B06
Address: Holtsprake 19, Hardenberg, Overijssel, 7773 GE, the Netherlands

 

Contact: https://ellorini.com/pages/contact