Terms and conditions

Article 1 – Definitions

The following definitions apply to these General Terms and Conditions:

Consumer:
An individual acting for personal purposes and not on behalf of a business or professional entity.

Business:
Ella & Vivienne Lane, the entity offering products to consumers through an online store.

Distance Contract:
A contract concluded between the business and a consumer through electronic means, without physical presence.

Order:
A purchase made by the consumer through the online store.

Right of Cancellation:
The consumer’s right to cancel an order within the applicable return period as outlined in these terms.

Article 2 – Business Information

Company Name: Ella & Vivienne Lane
Business Registration Number: 87510731
Customer Service Email: info@ellaviviennelane.com
Business Location: Netherlands

Products are offered internationally, including to customers located in the United States.

Article 3 – Applicability

These General Terms and Conditions apply to all offers made by the business and to all distance contracts concluded between the business and the consumer.

By placing an order, the consumer agrees to these Terms and Conditions.
The most recent version is always available on the website.

Article 4 – Offers and Pricing

All offers are non-binding and subject to availability.

Prices are displayed in U.S. Dollars (USD) unless otherwise stated and exclude any applicable sales tax unless explicitly indicated at checkout.

The business reserves the right to modify prices, product descriptions, or availability at any time without prior notice.

Article 5 – Formation of the Agreement

A contract is formed when the consumer completes the checkout process and receives an order confirmation by email.

The business reserves the right to refuse or cancel any order in case of suspected fraud, errors, or misuse.

Article 6 – Returns and Cancellations

Consumers may request a return within 14 days of receiving their order.

Returned items must:

  • Be unused and unworn

  • Be in original condition

  • Include original packaging and tags

Return shipping costs are the responsibility of the consumer unless otherwise stated.

Article 7 – Refunds

Once a return is received and inspected, the business will process the refund within 14 days.

Refunds are issued to the original payment method used at checkout.

Shipping costs are non-refundable unless the return is due to an error on our part.

Article 8 – Shipping, Customs, and Import Duties

Orders may be fulfilled by international suppliers.

For orders delivered to the United States or other countries, consumers are responsible for:

  • Any applicable customs duties

  • Import taxes

  • Clearance or administrative fees

Ella & Vivienne Lane is not the importer of record and is not responsible for delays caused by customs or carriers.

Customs delays do not qualify for order cancellation or refund.

Article 9 – Payments

All payments are securely processed through third-party payment providers.

Ella & Vivienne Lane does not store or have access to consumers’ full payment details.

The business complies with applicable international payment regulations through its payment service providers.

Article 10 – Product Quality and Warranty

The business warrants that products conform to their descriptions and are suitable for normal use.

Minor variations in color, fit, or appearance may occur due to lighting, screen settings, or manufacturing differences.

Claims regarding defective or incorrect items must be submitted within 14 days of delivery.

Article 11 – Delivery

Orders are processed within 1–2 business days.

Estimated delivery times:

  • 5–10 business days (United States)

Delivery times are estimates and not guaranteed. Delays caused by carriers, customs, or external factors are beyond the business’s control.

Article 12 – Complaints

Complaints must be submitted in writing via email within a reasonable timeframe after discovery of the issue.

The business will respond within 14 days of receipt of the complaint.

Article 13 – Governing Law and Disputes

These Terms and Conditions are governed by the laws of the US, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG).

Disputes will first be resolved amicably.
If no resolution is reached, disputes will be submitted to the competent court in the US.