Return Policy
Important Notice
Please read our return policy carefully. By placing an order, you agree to the terms below.
No exceptions will be made to this policy.
Returns
Timeframe
You have 30 days from the date of receiving your order to request a return.
After 30 days, we cannot offer refunds or exchanges.
Conditions
Returned items must be:
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In the same condition as received
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Unworn and unused
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In the original packaging
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Cleaned if applicable (for products where hygiene is relevant)
Exclusions (Non-Returnable Items)
For hygiene and safety reasons, the following items cannot be returned:
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Underwear or lingerie
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Tights or socks
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Skincare or beauty products
Final Sale Items
Products discounted by 50% or more are considered Final Sale and cannot be returned for a cash refund.
If applicable, you may still contact us regarding defective or incorrect items.
Return Process
To request a return, please contact us at
📧 support@ellaclairerichmond.com
Include the following:
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Your order number
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The reason for your return
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A clear photo of the product (if damaged or defective)
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Your contact information
Our support team will review your request and provide detailed return instructions.
Refunds
Procedure
Once your return is received and inspected, you will receive an email stating whether your refund has been approved or rejected.
Approved refunds are processed to your original payment method within 30 days.
Delayed or Missing Refunds
If 30 days have passed and you still do not see the refund:
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Check your bank account again
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Contact your bank or payment provider
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If still unresolved, email us at support@ellaclairerichmond.com
Costs
Return Shipping Costs
Customers are responsible for all return shipping fees.
We strongly recommend using a tracked shipping service.
Ella & Claire Richmond is not responsible for lost or damaged return parcels.
All returns must be shipped to our return facility in China.
Return shipping costs start at approximately $35 USD, depending on carrier and location.
Exceptions
Defective or Incorrect Items
If you receive a defective or incorrect item:
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We will send a free replacement
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If the issue repeats, you will receive a full refund
Order Cancellations
Orders can only be canceled within 24 hours of being placed.
After this period, orders may already be processed or shipped.
If shipped, you may submit a return request after delivery (excluding Final Sale items).
Contact Us
If you have any questions about returns, refunds, or your order, please contact us: