Return & Refund Policy
At EllaCarry, we want you to love every purchase. If for any reason you’re not completely satisfied, we offer a 30-day return window to make your shopping experience worry-free.
30-Day Return Window
You have 30 calendar days from the date of delivery to request a return. To qualify, items must be in their original condition — unused, unworn, unwashed, and with all original tags, dust bags, packaging, and accessories included.
Items returned in damaged, used, or incomplete condition may not be eligible for a full refund. This policy helps us maintain product quality and fairness for all our customers.
How to Initiate a Return
To start a return, please contact our support team at support@ellacarry.shop within the 30-day window.
Include your order number, reason for return, and photos (if applicable, such as for defective or damaged products).
Once your return is approved, our team will guide you through the next steps and confirm your return eligibility.
Prepaid Return Label Included
For your convenience, every order from EllaCarry includes a prepaid return shipping label inside the package.
- Repackage the product securely using the original packaging.
- Attach the provided return label to the outside of your parcel.
- Drop it off at the carrier location mentioned on the label.
There’s no need to print or request an additional label — we’ve made returns as easy as possible.
Note: The prepaid label is valid only within the United States and must be used with the designated courier. If you misplace your label, contact our support team for a digital replacement.
Return Shipping Cost
All returns shipped using the included prepaid return label are completely free of charge.
If you prefer to use your own shipping method, you’ll be responsible for any associated costs. We recommend using a trackable shipping service to ensure your return reaches us safely.
We do not charge restocking or handling fees for standard returns.
Refund Processing Time
After your returned item is received and inspected, we’ll notify you via email about your refund status.
If approved, your refund will be issued to the original payment method used during checkout. Refunds are typically processed within 5–7 business days after we receive your return. Depending on your bank or payment provider, additional processing time may apply.
Please note: we do not refund expedited or upgraded shipping charges, unless the return is due to our error.
Non-Returnable Items
The following items are not eligible for return or refund:
- Items marked “Final Sale” at checkout
- Gift cards or promotional vouchers
- Returns requested after 30 days of delivery
- Products that show wear, damage, or tampering
We reserve the right to refuse returns that do not meet these conditions.
Damaged, Defective, or Incorrect Items
If you receive an item that’s damaged, defective, or incorrect, please contact us within 7 days of delivery at support@ellacarry.shop . Include photos of the issue and your order number so we can resolve it quickly.
We will issue a replacement or full refund at no extra cost. In most cases, you will not be required to return the defective item unless specifically requested.
Exchanges
At this time, EllaCarry does not offer direct exchanges. If you’d like a different color, size, or style, please return your original item for a refund and place a new order separately.
Order Cancellations
If you wish to cancel your order, please email us immediately at support@ellacarry.shop . If the order has not yet been processed or shipped, we will cancel it and issue a full refund.
If your order has already shipped, please follow the return process after delivery.