RETURN AND REFUND POLICY
At ellaz, we sell personal-use products, so we only accept refunds, exchanges or returns when the product arrives defective, for a size or color exchange, as long as it hasn't been worn, with its tags and original packaging.
These exchanges and returns within the first 30 daysof receiving your order.
RETURN TERMS
- Shipping fees on the original order are non-refundable.
- Products must be returned unworn, unwashed, in their original condition and with all tags attached.
- We reserve the right to refuse returns that show signs of wear or that do not meet the criteria above.
- Products marked as final sale (boobz, hair, merch, nailz, hacks) cannot be returned.
If you have a product in poor condition, send an email to contact@ellaz.mx and make sure to include:
- Reason for return.
- A couple of evidence (photos and/or videos) showing the condition of the product.
- Details of your purchase and receipt.
IMPORTANT! We do NOT follow up on issues through social media, so don't forget to email us so we can help you <3
UNDERWEAR EXCHANGES AND RETURNS
At Ellaz, we value our customers' satisfaction and work hard to offer high-quality products. However, for hygiene and safety reasons, we cannot accept returns or exchanges of underwear.
We understand that choosing underwear is a personal decision, and we want to protect the integrity and health of our customers. That's why we ask you to carefully consider your options before making a purchase.
SWIMWEAR EXCHANGES AND RETURNS
All swimwear items (swimsuits) must be returned in their original condition, including the hygiene tag intact with all original tags still attached to the product.
The item must be unused, unwashed, and free of visible damage to be eligible for return.
Products that do not meet these conditions will not be accepted for return and will be sent back to the customer, who will be responsible for the shipping costs.
If you have any questions or concerns about our products, please don't hesitate to contact our customer service team. We'll be happy to help you through our social media or at the email contact@ellaz.mx.
REFUNDS
Once your return has been received and inspected, we will notify you whether it has been accepted or declined. This process may take up to 5 business days from the date your package is delivered to our offices.
If your return is accepted, your refund will be processed and applied to your original payment method. Our goal is to refund you within 3 days of returning your purchase. However, please note that banks sometimes take time to process refunds, which can take up to 10 business days. We recommend waiting that long, and if you still don't see it reflected, you can email us to check the status.
As soon as the refund is completed, we will also send you an email to confirm the transaction.