Ella Reign will accept returns of unworn clothing items with original tags and clear garment packaging with SKU label. We do not accept exchanges of any kind.
Return requests must be initiated within 30 days (the first day of the return window starts the day tracking shows delivered status) of receiving all items in the order and shipped back to us within 7 days of submission to qualify for a full refund.
If it is a split package order, it will start from the time of the final package delivery date and time.
- Orders returned without meeting the above criteria are subject to a 20% restocking fee or we may decline the entire return.
- Shipping and handling charges are non-refundable.
- Return shipping is the customer's responsibility unless it was a shipping error or a damaged item.
- Please allow 5 - 7 business days from the day we receive the returned package to process.
- We will email you after return has been processed to confirm what has been done.
- An order cannot be canceled if it's already in processing status or shipped.
- An order can usually be canceled within 24 hours of purchase, but it is not guaranteed.
We at Ella Reign strive to ensure your utmost satisfaction with every purchase you make. In the event that you need to exchange an item, we have formulated a clear and hassle-free exchange policy to provide you with a seamless experience. Please take a moment to familiarize yourself with our exchange guidelines below:
Eligibility for Exchange:
- We accept exchanges within 30 days from the date of purchase.
- The item(s) being exchanged must be in their original condition, unworn, unwashed, and with all original tags and packaging intact.
- Proof of purchase, such as the original receipt or order confirmation, is required for all exchanges.
Valid Reasons for Exchange:
- Size: If the item does not fit as expected, we are happy to exchange it for a different size, subject to availability.
- Defective or Damaged: In the unlikely event that you receive a defective or damaged item, we will gladly exchange it for a new one.
- Style Preference: If you change your mind about the style or color, we offer exchanges for items of equal or greater value. Any price difference will be handled accordingly.
Non-Eligible Items for Exchange:
- Items that have been used, altered, or are not in their original condition.
- Items marked as final sale, clearance, or non-exchangeable.
- To initiate an exchange, please contact our customer support team via email or phone within the specified exchange period.
- Provide your order details, including the item(s) you wish to exchange and the reason for the exchange.
- Our customer support team will guide you through the exchange process, provide you with a return authorization (RA) number, and provide instructions for returning the item(s).
Return Shipping and Costs:
- The customer is responsible for the return shipping costs unless the exchange is due to a defective or damaged item.
- We recommend using a trackable shipping method to ensure the safe return of the item(s).
- In the case of a defective or damaged item, we will provide a prepaid shipping label for the return.
- Upon receiving the returned item(s) and verifying their condition, we will process the exchange.
- You may choose to exchange the item for a different size, color, or style, subject to availability.
- If the desired item is unavailable, we can offer an exchange for an item of equal or greater value. If the chosen item has a higher value, the customer will be responsible for the price difference.
- In case of a price difference for exchanges, the customer will be notified of any additional payment required or issued a store credit/refund for the difference.
- If you prefer not to exchange the item, we can issue a store credit for the value of the returned item(s) to be used for future purchases.
Please note that our exchange policy may be subject to change and is applicable only to purchases made directly through our official channels. We reserve the right to refuse exchanges if any of the above conditions are not met or if the item(s) in question are not eligible.
We value your satisfaction and aim to provide exceptional customer service. If you have any questions or concerns regarding our exchange policy, feel free to reach out to our customer support team, who will be delighted to assist you.
Thank you for choosing Ella Reign, and we look forward to serving you again!