Refund Policy

Ella Victoria

Return & Refund Policy

Order Confirmation & Policy Agreement

By placing an order on the Ella Victoria website, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

By completing a purchase, you acknowledge that you:

  • Have reviewed and accepted our return conditions and timeframes
  • Agree to follow the return procedure outlined below
  • Understand that, in the event of a payment dispute or chargeback, this policy and all related order records may be used as supporting documentation

Returns

If you are not fully satisfied with your purchase, you may request a return for eligible items within 30 days of delivery, provided the conditions below are met.

Return Eligibility

To qualify for a return:

  • Items must be unused, unworn, and unwashed
  • Items must be returned in their original condition and packaging
  • Only standard inspection and handling should have occurred
  • Return shipping and handling costs are the responsibility of the customer

Once we receive your return, it will be reviewed and processed within 7 business days.
We reserve the right to refuse returns that show signs of wear, misuse, or damage not caused by us.

How to Request a Return

To initiate a return, please follow these steps:

  1. Email us at info@ellavictoria.org within 30 days of delivery
  2. Include the following information:
    • Order number
    • Reason for return
    • Photos of the item (required if damaged or defective)
    • Your full name and shipping address
  3. Wait for return approval and instructions before sending your item

Please do not send items without prior authorization. Unauthorized returns may be refused.

We strongly recommend using a tracked shipping service and keeping proof of shipment until your return is completed.

Defective or Damaged Items

If your order arrives damaged or defective, please contact us within 2 days of delivery at info@ellavictoria.org.

Include:

  • Your order number
  • A brief description of the issue
  • Clear photos or a short video showing the problem

Once verified:

  • We may offer a replacement, depending on availability and the nature of the defect
  • In some cases, returning the item may not be required

Replacement items are typically processed within 7–14 business days.

Lost, Refused, or Unclaimed Orders

If your package appears lost in transit:

  • Contact us with your order number and tracking details
  • We will assist with a courier investigation and arrange a replacement or refund if the loss is confirmed

If a package is refused, unclaimed, or returned due to an incorrect address provided at checkout, a $35 CAD fee will be deducted from your refund to cover administrative and shipping costs.

Cancellations & Right of Withdrawal

In accordance with Canadian consumer protection guidelines, you may withdraw from your purchase within 30 days of receiving your order.

Please note:

  • Orders cannot be canceled once they have been shipped
  • If your order is already in transit, you may initiate a return after delivery
  • To request a cancellation before shipment, contact info@ellavictoria.org as soon as possible

Return shipping costs remain the responsibility of the customer.

Chargebacks & Disputes

If you experience any issues with your order, we encourage you to contact us first so we can resolve the matter quickly and fairly.

In the event of a chargeback or payment dispute, we may submit relevant documentation to the payment provider, including:

  • Order confirmation
  • Shipping and tracking information
  • Email correspondence and submitted images

Filing a chargeback without prior contact may delay resolution and may affect future purchasing eligibility.

Important Information

  • All approved returns must be shipped to our central fulfillment warehouse in Asia
  • Return shipping costs are not covered
  • We are not responsible for customs delays or clearance issues
  • Hygiene-sensitive items returned in used or unsanitary condition will not be accepted
  • Returns are not free; shipping and handling fees apply

Contact Us

If you have any questions regarding this policy, please contact us:

Email: info@ellavictoria.org

We are always happy to assist you.

We’re always happy to help.