RETURNS AND REFUND POLICY

Here at ellazhu, we pride ourselves in doing our best to ensure that our product descriptions are as in-depth and accurate as possible so that you will not encounter any unexpected surprises when you receive our products! We want our customers to know exactly what they will be getting when they shop from us. Ellazhu assures you, you get the item as it is described in our product pages.

ORDER CANCELLATION POLICY:

We are pleased that our ability to quickly process all orders placed on our site. Most orders are processed within 24 hours. If you wish to cancel your order for any reason, just send us an email at info@ella-zhu.com within 24 hours from the time the order was placed, otherwise, it will be too late. Beyond 24 hours, orders will be accepted as final and ready to be shipped to your doorstep.

A large majority of items in our inventory are processed and/or shipped within 24 hours, it is important that you contact us during this period so that we can attempt to cancel your order before it is fulfilled and/or shipped.

RETURN POLICY:

We love our customers and we want to make things easy for you. We also hope you will make things easy for us too!

While we would love to accommodate all returns, for a few hundred reasons we just cannot. To be eligible for a return, the item received must be unused and in the same condition when you have received it. It must also be in its original packaging.

We will be responsible for shipping costs and product refunds that meet the following conditions:

Products with manufacturing defects that make it impossible to use.
The product or item received is totally different from what was ordered.
The size shipped out is not the same as the size placed in the order.
Your item is damaged upon receipt.

No need to return the damaged item received. Simply take a photograph/video and send it to info@ella-zhu.com. Once we receive the photograph/video, we will issue a replacement or refund. Easy, that’s what we like.

But remember to send the photo/video in a timely fashion. This is when being late is not cool. Damaged, missing, or incorrect items reported after 30 days from the delivery date will NOT be eligible for a refund or replacement.

The buyer is responsible for shipping costs related to returns and exchanges, if:

The product does not meet customer expectations.
The selected size does not fit the customer's body measurements.
Customer simply wants an exchange for another product or return it.

NOTE:

We know we all come in different shapes and sizes here. It’s why we strive to make sure that the size you are getting is the right one, so please pay attention and follow the measurement guide, table and/or instructions found in the product description of the item you are looking to buy. The measurements are clearly stated in each of our product pages, so for that reason that we cannot accommodate returns for incorrect size. We highly recommend getting your measuring tape and rulers out before placing your orders. :)

You may return your eligible item to us within 90 days from the date you received the item. But we are sure you will love what you get ;)

REFUND POLICY:

How can I get a refund for my product?

Here at ellazhu, customer satisfaction is our utmost priority, that is why we make things easy as one, two, three like our refund policy. We process refunds only for valid claims, so it is essential to report any missing, damaged, or 'item not as described" in a timely manner and we will be more than glad to process a valid refund claim. If you’d like, we can ship a new product or replace it with another item of the same value.

How long does it take to get a refund?

Once we have received and inspected the returned item, we will send you an email to notify you that we have received your returned item. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1 to 5 working days.

NOTE:

For Late or missing refunds (if applicable):

If you haven’t received your refund yet, kindly check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially reflected.
Next, contact your bank. Most of the time, there is a processing time before a refund is posted to your account balance.

If you’ve done all of these and you still have not received your refund yet, please contact us at info@ella-zhu.com.