Refund policy

Last updated: November 9, 2026

We want you to love your purchase. Whether an item arrived defective or you simply changed your mind, we accept returns within 30 days of delivery, and we don't charge any restocking fees.

1. Return Window

You have 30 days from the date you receive your order to request a return for a refund or exchange. Requests made after 30 days cannot be accepted.

2. Conditions for a Return

To be eligible for a return, your item must be:

Unused and unworn, in the same condition you received it
In its original packaging, with all tags attached
Accompanied by your order number or proof of purchase

Trying an item on to check fit is fine. Items showing visible wear, washing, or damage may have their refund value reduced.

3. Returns for Non-Defective Items (Change of Mind)

If you simply changed your mind, you may return your item within 30 days, subject to the conditions above.

Important notice on return shipping: You are responsible for the return shipping cost. Please note that our return warehouse is located in China, so international return shipping can be costly. This cost is the customer's responsibility for change-of-mind returns.

Original shipping charges are non-refundable.

No restocking fee applies. Once your return is received and approved, you'll be refunded the item cost in full.

4. Returns for Defective, Damaged, or Incorrect Items

If your order arrives damaged, defective, or isn't what you ordered, please contact us as soon as possible within your 30-day return window at contact@ellisandember.com with:

Your order number
Clear photos of the item and packaging
A short description of the issue

For verified claims, we cover the return shipping cost, and you'll receive a full refund or a free replacement, whichever you prefer. No restocking fee applies.

5. How to Start a Return

Email contact@ellisandember.com within 30 days of receiving your order, including your order number and the reason for your return.

We'll send you a Return Merchandise Authorization (RMA) number. Please write it clearly on your return shipping label.

Ship the item to our return address:

Return Address: Ellis & Ember Returns Room 803, Building 2, RongHuShenShiHuaYan Pinghu Street, Longgang District Shenzhen City, Guangdong Province China

Returns sent without an RMA number, or to any other address, may not be processed. We recommend using a trackable shipping service, as we can't guarantee receipt of untracked returns.

6. Order Cancellation

You can cancel your order free of charge within 24 hours of placing it, as long as it hasn't shipped yet. Email contact@ellisandember.com with your order number to request cancellation. Once shipped, an order can no longer be cancelled, but you may return it once it arrives, under the conditions above. Approved cancellations before shipping receive a full refund to your original payment method.

7. Refunds

Once we receive and inspect your return, we'll email you to confirm approval. Approved refunds are issued in full, with no restocking fee deducted, securely via Stripe to your original payment method within 10 business days. Depending on your bank or card issuer, it may take a few extra days for the refund to appear on your statement. If you haven't received an approved refund after that time, please check with your bank first, then contact us.

8. Exchanges

We accept exchanges within 30 days. For defective, damaged, or incorrect items, contact us and we'll arrange a free replacement, with return shipping covered by us.

9. Items Not Eligible for Return

Gift cards
Items not returned in original, unused condition (unless the issue was our error)
Items returned more than 30 days after delivery

10. Lost, Stolen, or Delayed Packages

If your order doesn't arrive, contact us at contact@ellisandember.com. We'll help resolve it, including a replacement or full refund for orders confirmed lost in transit. For packages that tracking confirms as delivered, or that are undeliverable because of an incorrect address entered at checkout, we'll share the delivery confirmation, tracking, and carrier details so you can investigate. For confirmed theft after delivery, we'll help you file a claim with the carrier.