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You get 15 days to cancel your order because you have changed your mind. This cancellation period starts from the day you have received all of the items in your order. If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.
• Items must be unworn, unwashed and unused with the original labels still attached.
• Pierced jewelry cannot be returned for health and hygiene reasons, unless in a sealed and unopened packet.
• Underwear and swimwear can only be returned if the hygiene seal has not been removed.
• Accessories and fashion facemasks cannot be returned for hygiene reasons.
• Shoes must be tried on indoors.
To complete your return, we require a receipt or proof of purchase. Contact us before you return the package to get the shipping address or other details. We can only issue the refund when we get the package back. We will notify you by e-mail at that time.
-Please note that faulty products can be returned to us if they have the following types of quality defects: stains, zipper malfunction, ripped or torn. If you experience the above problems, please contact us, and send us relative pictures for checking. Once confirmed, we will repair or replace them or get a refund. Also note that customers also need to pay for the return cost by themselves.
-Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.
We hope that all of our valued customers can appreciate and understand that we have no control of the international shipping process after the package has been dispatched from our warehouse. For delayed orders in which the package was shipped within the normal processing period, we may deal with them on a case-by-case basis, please contact us, and our customer service will reply to you within 24 hours. Once our after-sale customer service confirmed the problem, we will offer the relative solutions to your problems. Before our customer receive their order, we have the right to dismiss the claim or return request that submitted by the customer who has not contacted with us firstly.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Please note that a typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system. It can be up to 7 days from this point for item to be received into the Elle Jamilla warehouse, where it will be processed and refunded.
We accept a refund or return under any of the conditions below:
• The whole package is lost or not received, then we can send a replacement or offer a full refund
• Partial products are lost. We will offer partial refund or a replacement after we check the issue with the logistics agents.
• The products received are damaged, defective or wrong. We will offer a refund or an exchange.
We do not accept a refund or return when:
• Parcel isn’t delivered due to local post office 's failure to contact the receiver because of wrong address or phone number, then we cannot offer a replacement or a refund. Thus, please double check your shipping address.
• There is no quality problem with the product but the buyer just doesn’t like it. We can process a refund after you send back the goods.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com.