Return Policy

Returns

Please email us with your intention to return an item, BEFORE mailing back the item & why. We really would like to try to make it right for you if we can! We are always looking for ways to provide our customers with a better experience. 

You will have  90 days to return your item(s) in new/original condition. We want you to be 100% happy, confident & comfortable with your purchase!

**Any items that are returned broken or damaged will not be refunded as they are not in their original/new condition.** Just as you received the items in pristine, completely new condition, it must be returned in the exact same condition. Each item is very carefully inspected before shipping out to you to make sure it is in excellent condition. 

To make your life easier and save you time, we would be happy to email you a return label. Just print the label and place it on the original envelop over the original label then place it in your mailbox or drop it off at the post office drop box. No waiting in line. Less contact with people. Please email us with your request for a return label at contact@ellamoore.com

As of September 1, 2021, please be aware that $9.99 will deducted from your purchase price when returning your purchase using one of our return labels. The $9.99 return label includes NO INSURANCE. If you would like a return label WITH INSURANCE$14.99 will be deducted from your purchase price.

You are welcome to send your item back by paying shipping costs at your local shipping outlet (USPS, UPS or FedEx). We strongly recommend including a TRACKING NUMBER and even insurance. A tracking number is extremely important to be able to monitor the location of the package. We are not responsible for any items lost in return shipping that didn’t receive any tracking number. No refund will be issued to any lost, damaged or open return items with or without a tracking number. If you have purchased insurance through the mail carrier for the full cost of the item, you will receive a refund even if the item is lost, stolen or open upon arrival to Ella Moore. Ella Moore will contact the shipping carrier to recover the funds. There will be no delay in receiving your refund once we do confirm the packages was fully insured.

Unfortunately, we have recently seen a significant increase in theft of packages from customer front porch and mailboxes.

The original shipping cost is not refundable.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging

Additional non-returnable items: 
- Some health and personal care items (including Masks, Filters & Goggles)
- Gift packaging including gift bags, greeting cards & tissue paper.


To complete your return, we require a receipt or proof of purchase included in the return package. 

There are certain situations where store credit are offered(if applicable) 
- Any item that is returned more than 90 days after delivery
- A store gift card will be issued.

Refunds (if applicable) 
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 will be the price of your item minus shipping cost, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable) 
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 at contact@ellamoore.com. 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable) 
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 contact@ellamoore.com 

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

Shipping 
To return your product, you must first email contact@ellamoore.com

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.