Refund policy

Order Confirmation & Policy Acknowledgment

By placing an order on our website, you acknowledge that you have read, understood, and agreed to our Return & Refund Policy.

By completing your purchase, you confirm that:

  • You have reviewed and accepted our return criteria and timelines.

  • You agree to follow the return process as outlined in our policy.

  • In the event of a chargeback or dispute, this policy—along with all related order and communication records—will be used as supporting evidence.

1. Eligibility for Returns & Refunds We offer returns or refunds under the following conditions:

A. Compliance with Our Return Policy: You may request a return if the item meets our return policy requirements. All return requests must be initiated within 14 days of receiving your order.

B. Defective, Damaged, or Incorrect Items: If you receive an item that is faulty, damaged, or not what you ordered, please email us at support@ellis-brighton.com with clear photos or a video of the product. Our priority is customer satisfaction, and we will arrange a suitable replacement. We cannot process exchanges without visual proof of the issue.

C. Undelivered Orders: If your order has not arrived within 30 days from the purchase date, it will be considered lost in transit. Depending on the situation, we will either send a replacement or issue a partial refund.

2. How to Return & Request a Replacement To start a return, email us at support@ellis-brighton.com explaining the reason for your return. We will provide return instructions accordingly.

You may return your item within 14 days of delivery, provided that:

  • The item is unused, unworn, and in its original condition

  • The package is complete with all included items

  • The return reason complies with our return policy

Returns will be processed within 7 business days of receipt. We reserve the right to refuse returns if the product shows signs of misuse, excessive wear, or damage not attributable to us.

Important Information:

  • Return Shipping Costs: Customers are responsible for all return shipping fees.

  • International Warehouse: As our primary warehouse is located overseas (Asia), return shipping costs may be higher than domestic rates, typically averaging around £20.

  • Return Address Warning: Do not return your parcel to the address printed on the shipping label. This address usually belongs to a carrier facility and not our warehouse. Parcels sent there will not be received or refunded. Always contact us first for the correct return address.

Cancellations & Order Changes

Our order processing system is highly automated to ensure fast shipping. As a result, once your order has been placed and is being processed, we are unable to cancel or make any changes to it.

If you wish to cancel or modify your order, please contact us as soon as possible after placing it. We will do our best to assist, but we cannot guarantee that changes or cancellations can be made once processing has begun.

3. Frequently Asked Questions

Q: How do I return an item?
A: Contact us at support@ellis-brighton.com to request the correct return address. You must provide a tracking number to confirm the return shipment. The return shipping fee is the customer’s responsibility.

Q: Do I need to return my entire order?
A: No, you only need to return the specific item(s) you want to return.

Q: Can I exchange an item if the size is incorrect?
A: Exchanges are only processed if we sent the wrong size. To avoid sizing issues, please refer to the size guide on each product page before placing your order.

Q: When will I receive my refund after returning an item?
A: Once we receive the returned item at our warehouse, processing typically takes 5–7 business days. After inspection, your refund will be issued within 2 business days, and your bank may take an additional 3–5 business days to complete the transaction.

Q: My package was returned to the sender. What should I do? 
A: This may happen due to:

  • The package not being claimed within the courier’s timeframe (usually 5 days)

  • An incorrect shipping address

  • Unpaid customs fees or import duties

Please contact your local courier or reach out to us for assistance.

Q: Do you provide prepaid return labels?
A: No, return shipping costs are the customer’s responsibility, and we do not provide prepaid return labels.

Q: How can I contact customer support?
A: You can reach out to us at support@ellis-brighton.com. We aim to respond within 72 hours. Please include your order number for faster assistance.