Refund policy
Returns & Refunds
We design each Ella Isla piece with intention and care. If something isn’t quite right, here’s how returns and refunds work.
This policy applies to purchases made via www.ellaisle.com.
European Union Customers
Right of Withdrawal
If you are located in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
To exercise this right, you must notify us by email at info@ellaisle.com within 14 days of delivery.
Once notified, you have a further 14 days to return the item.
Return Conditions
Returned items must meet all of the following conditions:
- Unworn, unwashed, and unused
- In original condition
- With all original tags and packaging intact
- Free from marks, odours, stains, or damage
Items returned in a condition that does not meet these standards may be refused or partially refunded.
Items Not Eligible for Return
In accordance with EU consumer law, the right of withdrawal does not apply to:
- Custom-made or personalised items
- Swimwear or intimate items that show signs of wear or hygiene breach
Swimwear Policy
For hygiene reasons, swimwear must be tried on over underwear.
Swimwear is eligible for size exchange or store credit, provided that the item is:
- Unworn
- In original condition
- With hygiene liners and tags intact
Refunds are not issued for swimwear unless the item is faulty or incorrect.
Faulty or Incorrect Items
Please contact us as soon as possible after delivery with your order number and clear photographs.
Defects resulting from normal wear and tear, washing, improper care, or extended use are not considered manufacturing faults. All claims are assessed individually in line with EU consumer law.
In the case of our fault, we will offer either a replacement or a full refund, and we will cover the cost of return shipping.
Return Shipping
- If the return is due to a fault on our side, return shipping is covered by Ella Isla.
- For all other returns, return shipping costs are the responsibility of the customer.
For customers outside of Europe, return shipping costs are the responsibility of the customer, unless the item is faulty, damaged, or incorrect.
We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.
Refund Processing
Once your return is received and inspected:
- Approved refunds are processed within 14 days
- Refunds are issued to the original payment method
Original shipping fees are non-refundable unless the item is faulty or incorrect.
How to Request a Return
To start a return, please email info@ellaisle.com with:
- Your order number
- Reason for return
- Photographs (if applicable)
Our team will respond within 3 business days with the next steps.