Refund policy
We want every ELLOVER purchase to meet your expectations. This policy explains when an item may be returned, how to open a return request and how eligible refunds are processed.
Return eligibility
You may request a return within 30 days after your order has been delivered.
To qualify for a return, the item must be in the same condition in which it was received.
Trying an item on does not automatically make it ineligible, provided it remains clean, undamaged and otherwise meets all return conditions.
How to request a return
Before sending any item, you must open a return ticket by contacting:
Include the following information:
The return address is provided only after your return ticket has been reviewed and approved. Do not send products to the company’s registered office unless our customer-care team explicitly instructs you to do so.
Items returned without authorization, sent to an incorrect address or shipped before approval may be refused and may not qualify for a refund.
Return shipping
Unless the item is defective, damaged or incorrect, the customer is responsible for arranging and paying the return-shipping cost.
Original shipping charges are non-refundable except where required by law or where the return results from an error by ELLOVER.
We recommend using a tracked shipping service and keeping the shipping receipt until the return has been completed.
ELLOVER is not responsible for return parcels that are lost, damaged, delayed or sent to an address that was not provided in the approved return instructions.
Damaged, defective or incorrect items
Please inspect your order as soon as it arrives.
Contact us promptly if an item is damaged, defective, materially different from its description or not the item you ordered.
Send your order number and clear photographs showing:
After reviewing the issue, we may offer an appropriate replacement, refund or other remedy. Do not dispose of or return the item until instructions have been provided.
Non-returnable items
For hygiene, safety and other legitimate reasons, certain products may not be accepted for return unless they are damaged, defective or incorrect.
Products described as underwear or lingerie are not automatically excluded from return. However, they must satisfy all hygiene and condition requirements, and any hygiene seal must remain intact where one is provided.
Exchanges
We do not guarantee direct exchanges because product sizes, colors and styles may sell out while a return is in transit.
The recommended method is to:
A replacement may be offered directly when the original item is confirmed as defective, damaged or incorrect.
European and United Kingdom cancellation rights
Customers in the United Kingdom, European Union or European Economic Area may have a legal right to cancel certain online purchases within 14 days after receiving the goods.
To exercise this right, you must clearly notify us of your decision to cancel before the applicable cancellation period expires.
After notifying us, you must return the eligible goods according to the instructions provided by our customer-care team.
The cancellation right may not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once the seal has been removed, or to other legally excluded products.
Nothing in this policy limits mandatory consumer rights that apply under the laws of your country.
Return inspection
After a returned parcel is received, the product will be inspected to confirm that it meets the return conditions.
We will notify you whether the return has been accepted or rejected.
If an item is returned in a condition that does not meet this policy, we may refuse the refund or reduce the refunded amount where legally permitted. The customer may be responsible for any cost involved in sending a rejected item back.
Refund processing
If your return is approved, the refund will be issued to the original payment method.
We aim to process approved refunds within 10 business days after the returned item has been received and inspected.
Your bank, card issuer or payment provider may require additional time to post the refund to your account.
Contact us if more than 15 business days have passed since we confirmed that your refund was issued.
Partial refunds
Where legally permitted, a partial refund may apply if:
We will explain any deduction before completing the refund.
Refused, unclaimed or undeliverable orders
Orders returned because of refusal, failed delivery attempts, an incomplete address, an incorrect address, unpaid customs charges or failure to collect the parcel will be reviewed after they are returned.
Where legally permitted, original shipping fees, return-to-sender fees, customs costs and other carrier charges may be deducted from the refund.
Chargebacks and payment disputes
Please contact our customer-care team before opening a payment dispute so that we have an opportunity to investigate and resolve the issue.
We may provide the payment provider with relevant order, delivery, communication and return records when responding to a chargeback or payment dispute.
Contact information
Return and refund enquiries may be sent to:
BLUE HORIZON LINE LTD
Trading brand: ELLOVER
Company number: 15881232
Registered office: Office 9036, 321–323 High Road, Chadwell Heath, Romford, Essex, England, RM6 6AX
Email: support@ellover.com
The registered office is not the standard return address. The correct return address is supplied only after a return request has been approved.
Need to request a return?
Contact ELLOVER Customer Care with your order number and the item you wish to return. Return instructions will be provided after your request has been reviewed.
Open a Return Request