FAQ and Return Policy

Sales

All sale and promotionally discounted items are Final, no returns, exchanges or refunds, please let us know if you need fit advice or sizing help before purchasing. 

Returns

You may return your order for any reason within 2 weeks for store credit or exchange, we do not do returns for refund because of the costs we incur in every order. 

*We do not accept returns on swimwear and intimates, this will be noted directly on the product listing*

How to Return  

See below for more info on returns and exchanges. Please email us before sending back any returns and for return address information at info@ellerebel.com

Please label the package clearly with your name and order number, so we may promptly credit you when it arrives.

Due to the ongoing pandemic and increased logistics costs, we do not accept returns or exchanges outside of US and Canada.

Damaged or Incorrect Items:  

We use a high quality manufacturer, but in the event our garment has a flaw, you may discuss a full refund with us or a free return for exchange or credit. Refunds are dealt with on a case to case basis and are up to the discretion of our management. This is to prevent a customer from damaging a garment to try to receive a refund. If the error is our fault, we will refund your purchase price and cover the shipping of returning the garment.

Exchanges:  

We accept exchanges (for new style or new size) or exchange for store credit (with no expiry date). Returns are accepted within 14 days of delivery. We encourage all customers to seek our advice on sizing and fit if you are not sure, to avoid any unnecessary returns and to ensure you are happy with your purchase.

Store Credit Codes:

On return of your items you will be issued a credit code for the value of the product and any taxes paid. We do not include the shipping costs in your credit value, as these costs were paid to the courier to deliver your order. 

Return Shipping Costs:

If your order received free shipping (All orders over $200) Then we do not provide a prepaid return label, you must cover the costs to return your items.

If your order had paid shipping, we will provide you a prepaid return label. You will need to cover the shipping of your new order or exchange to you.

When using a credit code to purchase your new items, you will be prompted to pay for the shipping on your new order. 

Outside of the US: You are required to pay the shipping cost on returns, regardless of original shipping paid on order. 

PreOrders: when a preorder is placed we manufacture the item for you, because there is costs involved in your production we do not accept canceled orders. Please allow a 2 week window around our expected ship date due to possible pandemic delays. If you need to exchange for another style or size, or would like a credit instead, just let us know! If the item you receive is not as described you can contact us and we can asses your refund request. 

Canceled orders incur a 3% charge, this is charged to us by the payment processor at the time you place your order and can not be recouped if you chose to cancel your order. 

 

Shipping

We ship from Usps, Canada post or UPS/Fedex for international orders.

Customs Duties & Other Fees 

Duties and taxes may apply on all international orders. These are charged by your country, are due on delivery, and are a variable price based on the value of the package, brokerage fees and taxes at the point of entry. These are the customers responsibility to pay to accept your package. If the customs is not paid and the package is returned to sender, we will not refund your order.

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