Refund policy

Returns

Not quite what you expected? You can return your order or part of your order.

You have the right to withdraw from your purchase within 14 days after receiving your order, without giving a reason. Please register your return within this period. After informing us that you wish to withdraw from your purchase, you have another 14 days to send the items back.

Returns are registered through our online returns portal. There you can select which items you want to return and whether you prefer store credit or a refund.

Choosing store credit? We will provide the return label free of charge.

Choosing a refund? The return shipping costs are at your expense. The applicable return fee will be shown in the returns portal before you confirm your return.

Always use the return label or return address provided during the return process. This ensures that your return reaches the correct location.

Return conditions

You may inspect and try on an item in the same way you would in a physical store.

We ask you to return items clean and with care and, where reasonably possible, with their original labels and packaging.

If an item has been used more than necessary to establish its nature, characteristics and functioning, and its value has decreased as a result, we may take this reduction in value into account.

Sale items can also be returned. A discount in itself does not restrict your statutory right of withdrawal.

Returns may be excluded for products that are legally exempt from the right of withdrawal. This may apply, for example, to sealed goods which are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery.

Refunds

If you choose a refund, we will refund the amount due using the same payment method you used for your order.

If you withdraw from your entire order, we will also refund the cost of our standard delivery to you. Any additional cost resulting from choosing a more expensive delivery method than our standard delivery does not have to be refunded. For partial returns, the original delivery costs are not refunded.

The statutory refund period is a maximum of 14 days after you inform us that you are withdrawing from the agreement. We may withhold the refund until we have received the returned items or until you provide proof that you have sent them back, whichever occurs first.

Depending on your bank or payment method, it may take a little longer before the refunded amount appears in your account.

Store credit

You can also choose store credit instead of a refund in our returns portal.

If you choose store credit, we will provide the return label free of charge. You can use the store credit towards a future order at ellemilla.

Choosing store credit is voluntary. Your statutory right to choose a refund when validly exercising your right of withdrawal remains unaffected.

Exchanges

We currently do not offer direct exchanges.

Would you like a different size, colour or item? Simply place a new order in our online shop and return the item you do not wish to keep through our returns portal.

This means you do not have to wait for your return to be processed and reduces the risk of your preferred size or colour selling out in the meantime.

Damaged, incorrect or defective item

Have you received the wrong item, or is something wrong with your item? Please do not register this as a regular return through the returns portal.

Contact us at info@ellemillashop.com and include your order number. If the issue is visible, please also send us clear photos. We will then work with you to find the appropriate solution.

A complaint about a defective or incorrectly delivered item is separate from the ordinary right of withdrawal. Your statutory warranty rights remain fully applicable.

For new consumer goods, a statutory warranty period of 2 years from delivery generally applies. These statutory rights cannot be restricted by our return conditions.

Return costs when we made a mistake

If an item was delivered incorrectly or there is a defect for which we are responsible, the necessary costs of resolving the issue will not be charged to you.

Questions about your return?

Do you have a question about your return or are you unsure which option to choose? Feel free to contact us at info@ellemillashop.com. We will be happy to help.