Return and Refund

At Ella & Ava Miami Beach, we aim to provide a clear and fair return process. Please read this policy carefully before placing an order.

30-Day Money-Back Guarantee

Our 30-day money-back guarantee is a return-based guarantee. It does not entitle a customer to receive a refund while keeping the order.

To qualify, the entire order or the individual item or items for which a refund is requested must be returned to and received by our authorised international return warehouse, located in China.

The return must be registered with our customer-support team and dispatched within 14 calendar days of the customer receiving the order. The 30-day money-back guarantee does not extend this 14-day return deadline.

A refund will only be issued after the returned items have arrived at the authorised international warehouse, have been inspected and have been approved in accordance with this policy.

The guarantee applies only to purchases eligible for a refund to the original payment method. Sale and discounted items returned for change-of-mind reasons are eligible for store credit only.

Order Cancellations

  • Cancellation requests must be submitted before the order has been processed or dispatched.

  • Approved cancellations are subject to a $10 order-processing fee, where permitted by applicable law.

  • The $10 fee will be deducted from the amount refunded to the original payment method.

  • Cancellation requests are subject to approval and cannot be guaranteed once processing has begun.

  • Once an order has been dispatched, it can no longer be cancelled. The customer must wait until the order has been delivered and then follow the return process below.

Return Eligibility and Deadline

Customers must contact us at info@ellaandava.com and register their return within 14 calendar days of physically receiving the order.

The return parcel must also be dispatched to the authorised international return warehouse within the same 14-day period.

Returned items must:

  • Be unused, unwashed, unworn and undamaged

  • Be returned in their original condition

  • Have all original labels and tags attached

  • Be returned in their original packaging where reasonably possible

Customers may carefully try an item on to check its fit. However, items that have been worn beyond this, washed, altered, damaged or returned without their original tags may be refused.

Ordering Multiple Sizes

Customers should review the product-specific sizing guide before ordering. Ordering multiple sizes of the same item with the intention of keeping one and returning the others is not permitted.

Orders identified as deliberate multiple-size ordering may be ineligible for a standard change-of-mind return. This restriction does not affect any rights that may apply when an item is damaged, defective or incorrect.

Sale and Discounted Items

Sale and discounted items may be returned for store credit only when the return is based on fit, preference or another change-of-mind reason.

Refunds to the original payment method are not available for change-of-mind returns of sale or discounted items.

This restriction does not apply where an item is confirmed to be damaged, defective or incorrect, or where applicable consumer law requires a different remedy.

Approved store credit will be sent by email after the returned item has been received and inspected. Any expiry date or usage conditions will be stated when the store credit is issued.

Return Shipping Costs

Return shipping costs are the customer’s responsibility, including international postage, customs duties, taxes and any other charges associated with returning the parcel.

Original delivery fees, express-shipping charges, return postage, customs duties and other third-party charges are non-refundable unless required by applicable law or the return is approved because we sent an incorrect or confirmed defective item.

We strongly recommend using a tracked shipping service and retaining the postage receipt and tracking information until the return has been completed.

Authorised International Return Address

All returns must be sent to the authorised international return address provided by our customer-support team. Our designated return warehouse is located in China.

The authorised return address may be different from:

  • The sender address shown on the original parcel

  • A domestic courier facility

  • A fulfilment or processing centre

  • Any address shown on the original shipping label

These locations are not authorised to receive or process customer returns.

Customers must not send an item back before contacting us. Returns sent to an unauthorised address, including the original sender, fulfilment centre or courier address, will not be treated as valid returns.

We cannot guarantee that an item sent to an unauthorised address can be located, recovered or refunded.

Return Process

  1. Email info@ellaandava.com within 14 calendar days of receiving your order.

  2. Include your order number, the item or items you wish to return and the reason for the return.

  3. Wait for our customer-support team to provide the authorised international return address and instructions.

  4. Dispatch the return parcel within 14 calendar days of receiving the original order.

  5. Pay all return shipping costs, customs duties and related charges.

  6. Use a tracked shipping service and send us the return tracking number.

  7. Retain your shipping receipt until the return has been completed.

  8. Wait for the return to be received and inspected at our international warehouse.

Returns sent without prior authorisation, sent to the wrong address or dispatched after the 14-day deadline may be refused.

Refunds for Full-Price Items

Once an eligible full-price item has been received at the authorised international return warehouse and has passed inspection, the approved purchase price paid for the returned item will be refunded to the original payment method.

Approved refunds will be processed within 30 days of the return being received and approved, subject to any shorter timeframe required by applicable law.

After the refund has been processed, it may take an additional three to five business days to appear in the customer’s account. Credit-card refunds may take longer depending on the card provider.

Damaged, Defective or Incorrect Items

If you receive an item that you believe is damaged, defective or incorrect, please contact info@ellaandava.com before returning it.

Please include:

  • Your order number

  • A description of the issue

  • A clear photograph of the entire item

  • Clear close-up photographs or video showing the affected area

  • A photograph of the packaging and shipping label where relevant

We will review the evidence and provide the appropriate next steps. Do not return the item until you have received written instructions and an authorised return address.

Parcels Marked as Delivered but Not Received

If tracking shows that a parcel was delivered but you cannot locate it, please contact us so the delivery can be reviewed.

You may be asked to:

  • Confirm the delivery address

  • Check with household members, neighbours and any safe location

  • Contact the local delivery carrier

  • Provide available doorbell or security-camera footage

  • Obtain a police report or crime reference number if theft is suspected

  • Provide any documentation required for a courier claim

A delivered tracking status does not automatically guarantee a refund or replacement. We must first review the tracking information, proof of delivery and any evidence requested by the courier.

We cannot progress a courier claim if the information or documentation required for the investigation is not provided.

Incorrect Delivery Addresses

Customers are responsible for ensuring that their delivery address is complete and correct before submitting an order.

Address corrections must be requested within 24 hours of placing the order. We cannot guarantee that an address can be changed after the order has entered processing or has been dispatched.

We are not responsible for failed delivery, misdelivery or loss caused by an incorrect or incomplete address supplied by the customer.

Contact

For cancellation, return or refund enquiries, contact:

info@ellaandava.com

Please include your full name and order number so we can assist you as quickly as possible.