Return Policy
At Ella & Vivienne Lane, we aim to provide a smooth and reliable shopping experience. This Returns & Refunds Policy outlines the conditions under which returns, refunds, and exchanges are accepted.
Please review this policy carefully before initiating a return.
Returns – Full-Priced Items
We accept returns on full-priced items within 30 days of delivery.
To be eligible for a return, items must:
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Be unworn, unused, and unwashed
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Be in original condition
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Have all original tags attached
Once your return is approved and received, you may choose one of the following:
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A refund to the original payment method, or
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Store credit
Sale & Promotional Items
Items purchased during a sale, promotion, or with a discount code are final sale.
Final sale items are not eligible for:
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Returns
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Exchanges
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Refunds
Please review sizing information and product details carefully before purchasing sale items.
Return Shipping Costs
Return shipping costs are the responsibility of the customer.
Ella & Vivienne Lane does not reimburse return shipping fees and is not responsible for lost or damaged return shipments.
We strongly recommend using a trackable shipping service for all returns.
Return Window
Return requests must be submitted within 30 days of delivery.
Requests submitted after this period cannot be accepted.
Exchanges
We do not offer direct exchanges.
If you wish to receive a different size or style, please return the original item and place a new order once your return has been approved.
Store credit may be offered in cases where a replacement is not available.
Faulty or Defective Items
If your item arrives damaged or defective, please contact us within 14 days of delivery.
In these cases, customers may choose between:
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A replacement (subject to availability)
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A full refund
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Store credit
To help us assess the issue quickly, please include clear photos of the defect when contacting us.
How to Start a Return
To initiate a return, please contact us at:
Include the following information in your email:
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Order number
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Item(s) you wish to return
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Reason for return
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Photos (required for defective items)
Once your request is reviewed, you will receive detailed return instructions.
Return Authorization
Returns must be approved before being sent back.
Items returned without prior authorization or without following the provided instructions may not be processed.
Processing Refunds
Once your return is received and inspected, approved refunds will be processed within 14 days.
Refunds are issued to the original payment method used at checkout.
Original shipping charges are non-refundable unless the return is due to an error on our part.
Contact
If you have any questions about returns, refunds, or this policy, please contact our support team at: