Returns & Refunds Policy

At Ella London Wholesale, customer satisfaction is important to us. We want you to shop with confidence. Please read our Returns & Refunds Policy below to understand how returns, refunds and faulty items are handled.

1. Return Eligibility

If you wish to return an item, please contact us with your order details and the reason for the return.

Items should generally be returned in their original condition, with any original packaging and accessories where applicable. Some products may be subject to specific return conditions due to their nature.

Your statutory consumer rights are not affected by this policy.

2. Return Requests

To request a return, please contact us through our Contact Us page and include:

• Your order number.

• The item you wish to return.

• The reason for the return.

• Photographs, if the item is damaged or faulty.

Please wait for our instructions before sending an item back.

3. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty or different from what you ordered, please contact us as soon as possible with your order details and photographs where available.

We will review the issue and explain the appropriate next steps in accordance with your consumer rights.

4. Refunds

Once a return has been received and assessed, we will notify you of the outcome where applicable.

Approved refunds will generally be issued to your original payment method. The time it takes for the funds to appear in your account may depend on your bank or payment provider.

Where a refund is legally due, it will be processed in accordance with applicable consumer law.

5. Cancellations

If you wish to cancel an order, please contact us as soon as possible. We will try to assist if the order has not yet been processed or dispatched.

Your legal cancellation rights, where applicable, remain unaffected. For most online purchases in the UK, consumers generally have 14 days after receiving their goods to notify the seller that they wish to cancel, subject to legal exceptions.

6. Return Shipping Costs

Return shipping arrangements and costs depend on the reason for the return and the circumstances of the order.

If an item is faulty, damaged, incorrect or otherwise covered by your legal rights, we will handle the return in accordance with applicable law.

For other returns, we will explain any applicable return postage requirements before you send the item back.

7. Items That May Be Excluded

Certain products may be exempt from cancellation or return rights in specific circumstances, such as personalised goods or sealed items that are unsuitable for return for health protection or hygiene reasons once unsealed. Any exception will only apply where permitted by law.

8. Contact Us

If you have questions about a return, refund or cancellation, please contact us through our Contact Us page. Please include your order number so we can assist you more efficiently.

Ella London Wholesale — Your satisfaction matters to us.