Return & Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We do not accept returns for items with damage or makeup stains.
How can I return my items?
Where can I return my items?
Where will I receive my refund?
What is excluded from exchanges?
What happens if I receive a damaged package?
How can I return my items?
It’s super simple! Just stick the shipping label onto the package and drop it off at a local branch. Please contact us at support@ellceestudio.com. Our support team will respond within 5 business days after receiving your email. Afterward, you will receive a return label to conveniently send back your items.
Please provide the following information in your written request to support:
- Email support@ellceestudio.com
- Order number
- Your full name
- Name of the item you want to return/exchange
- Reason for the return/exchange
An exchange is free of charge.
Returns in Germany are charged €4.50.
For Austria, Belgium, Netherlands, Croatia, Hungary, Italy, Latvia, Lithuania, Slovakia, Slovenia, Sweden, United Kingdom, San Marino, Vatican City, the return fee is €12.
For Switzerland, the return fee is €20. The return fee will be deducted from your already paid amount.
Where can I return my items?
You can drop off your package only at our partner:
- DPD parcel shop
Email: support@ellceestudio.com
Where will I receive my refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember that it may take some time for your bank or credit card company to process and post the refund.
The refund period depends on the payment method but will be processed within 14 days after we receive your return at our logistics provider.
Advance payment: You will receive a credit to the account from which you made the payment.
Direct debit (SEPA Direct Debit): The credit will be refunded to the account from which the payment was made.
Credit card: A credit will be issued to the credit card account we charged. Your refund will appear on your next credit card statement. The refund may appear at the time of purchase or refund on your account.
PayPal: The refund amount will be credited to your PayPal account. You can choose whether the amount stays in your PayPal account or is transferred back to your bank account.
What is excluded from exchanges?
Items:
- with makeup stains or lipstick
- that smell like food
- that are damaged
- that have been worn (perfume scent)
- must not show signs of use
What happens if I receive a damaged package?
We’re sorry about that. Please file a claim by sending us an email at support@ellceestudio.com. Provide as much information as possible so we can quickly review your claim.
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item so we can evaluate and correct the issue.