Returns Policy

Last updated: 01-08-2026

We want you to love what you ordered. If you change your mind, you can return most items to us. This policy sits alongside your statutory rights and does not affect them.

Your 14-day right to cancel

As a consumer you have the right to cancel your order within 14 days of receiving your goods, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To let us know, simply email info@ellisandroe.com within that period (see our Right to Cancel page for the model cancellation form). After cancelling, you have a further 14 days to send the goods back.

How to return an item

  1. Email info@ellisandroe.com with your order number and the item(s) you wish to return.
  2. We will confirm the return address and any reference to include.
  3. Repackage the item securely, ideally in its original packaging, with tags still attached.
  4. Send it to the return address we provide (available on request).

Condition of returned items

You are entitled to handle the goods as you would in a shop. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Return postage costs

Unless an item is faulty or not as described, you are responsible for the cost of returning it to us. We recommend using a tracked service, as the goods remain your responsibility until they reach us.

Refunds

Once we receive your return (or proof that you have sent it back), we will refund you within 14 days. Refunds are made to your original payment method and include standard delivery costs. Where you chose a more expensive delivery option, we refund the cost of our standard option.

Faulty or incorrect items

If your item is faulty, damaged or not what you ordered, contact us at info@ellisandroe.com and we will arrange a repair, replacement or refund at no cost to you, in line with the Consumer Rights Act 2015.

Exceptions

Certain items cannot be returned for hygiene reasons once unsealed (for example pierced jewellery or intimate items), unless faulty. Any such exceptions will be made clear on the product page.

Questions?

Email us at info@ellisandroe.com and we will be happy to help.