Refund policy
Thank you for shopping with By Ellison. If something isn't right, we're here to help.
Return Period
You may return an item within 30 days of receiving it. Returns requested after this period cannot be accepted.
How to Request a Return
Email us at support@byellison.com. If your return is approved, we'll provide return instructions. Returns sent without prior approval will not be processed.
Return Conditions
To be eligible for a return, items must be:
- Unused, in their original condition, and in the original packaging.
- Accompanied by proof of purchase (order confirmation or receipt).
Returns may be denied if items are damaged, incomplete, or no longer in original condition due to customer handling, or if the return is requested after the 30-day window.
Non-Returnable Items
For hygiene or safety reasons, certain items may not be eligible for return unless faulty or damaged (e.g., underwear, swimwear without hygiene seals, gift cards, or items marked as final sale).
Refunds
Once your return is received and inspected, we'll process your refund to the original payment method within 10 business days. Refunds are only issued to the same payment method used at checkout.
If more than 10 business days have passed and you haven't received your refund, check your bank account, then contact your card provider. If you still have not received it, email us at support@byellison.com.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us within 48 hours at support@byellison.com with your order number and photos. We will send a replacement or issue a refund as appropriate.
Exchanges
We do not offer direct exchanges. Return the item and place a new order for the item you prefer.
Cancellations
You may request to cancel your order within one hour of placing it by emailing support@byellison.com. After this window the order moves into processing and cannot be cancelled.
Return Shipping
Buyers are responsible for return shipping costs. We do not provide prepaid return labels unless the return is due to an error on our part. We recommend using a tracked shipping service.
Restocking Fees
We do not charge restocking fees. Approved returns receive a full refund.
Your Statutory Rights
Nothing in this policy limits any mandatory rights you may have under applicable consumer protection laws.
Contact Details
Address: Meester van Ierselstraat 24, 5247 WP, Rosmalen, Netherlands
Email: support@byellison.com
Phone: +31 6 12647779
Contact form: Click here
Customer support opening hours: Monday to Friday, 9:00 AM – 5:00 PM (PT, Pacific Time)
Our goal is to respond within 24 hours.