Return Policy
At Ella Carter Toronto, we strive to keep our customers satisfied with every purchase. However, if you are not completely happy with your order, you may be eligible to return your product. This document clearly explains our return policy.
Conditions for Returns
- You may only request a return after you have physically received the item.
- Return shipping costs are entirely the responsibility of the customer, including any international shipping fees.
- Returned items must be unused, unwashed, undamaged, and in their original condition, with all original tags and labels still attached.
- Trying on items is permitted, but wearing them is not allowed.
- Ordering multiple sizes with the intention of returning part of the order is not permitted.
Return Process
- Notify us of your return request by emailing info@ellacartertoronto.com within 14 days of receiving your item.
- We will provide you with the return address of our supplier (located in China).
- You must ship the item back at your own expense, including any applicable customs fees or shipping costs.
- We strongly recommend using a tracked shipping method to ensure safe and verifiable delivery.
Refunds
Once the returned item has been received at our return facility and inspected to ensure it meets the return conditions, we will process your refund within 14 days using the original payment method.
Liability
- We are not responsible for lost packages if the tracking information confirms that the item was delivered to the address provided by the customer.
- If an incorrect address was provided during checkout, this is the customer’s responsibility.
- Address errors must be reported within 24 hours of placing the order.
Contact
For any questions regarding returns, please contact us at:
📧 info@ellacartertoronto.com