Refund policy

Refund & Returns Policy

Last updated: 12 August 2026

We want you to be genuinely happy with what you order. If something isn't right, you have 30 days from the day you receive your order to request a return. There is no restocking fee — ever.

1. Return window

  • 30 calendar days from the date your order is delivered to request a return.
  • Once your return is approved, you have a further 14 calendar days to send the item back to us.

Returns requested after the 30-day window has closed cannot be accepted, other than where the item is faulty or not as described.

2. Statutory right of withdrawal

In addition to our 30-day policy, you have a statutory right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason. To exercise this right, notify us by an unambiguous statement — an email to info@ellairemanchester.com is sufficient.

Where you withdraw within the statutory period, we will refund all payments received from you, including the standard delivery cost, within 14 days of receiving the returned goods back (or of receiving evidence that you have sent them, whichever is earlier).

Our 30-day return policy is offered voluntarily and in addition to — never instead of — your statutory rights.

3. Conditions for a return

To be eligible for a return, your item must be:

  • In unused, unworn and unwashed condition
  • In its original packaging, with all tags and labels still attached
  • Free from marks, stains, odours (including perfume and smoke), pet hair and signs of wear
  • Complete, including any accessories, dust bags, cards or free gifts supplied with it

Items returned in a condition that shows use beyond what is necessary to establish the nature, characteristics and functioning of the goods may be refunded at a reduced value reflecting that diminished value.

4. Items that cannot be returned

For hygiene and safety reasons, we cannot accept returns of:

  • Pierced jewellery, including earrings, unless faulty or the sealed hygiene packaging is unopened
  • Items that have been damaged, altered or laundered after delivery

5. How to start a return

  1. Email us at info@ellairemanchester.com within 30 days of delivery. Include your order number, the item(s) you wish to return, and the reason. If the item is damaged or faulty, please attach photographs.
  2. Wait for approval. We respond within 24 business hours with your return authorisation and the correct return address.
  3. Pack and send. Repack the item securely in its original packaging and send it to the address we provide, using a tracked service. Keep your proof of postage.
  4. Confirmation. We'll email you once your return has arrived and been inspected.

Important: please do not send any item back before your return has been approved and you have received the return address from us. Unapproved returns, or returns sent to our registered office address, cannot be processed and may be returned to you.

6. Return shipping costs

  • Faulty, damaged, incorrect or not-as-described items: we cover the full cost of return shipping. We'll either send you a prepaid label or reimburse your postage on receipt of your receipt.
  • Change of mind, wrong size or unwanted items: the cost of return shipping is your responsibility. We recommend a tracked service — until the parcel reaches us it remains your responsibility, and we cannot refund an item we have not received.

There is no restocking fee on any return.

7. Refunds

Once your return arrives, we inspect it within 1 – 3 business days and email you with the outcome.

  • Approved refunds are issued to your original payment method within 14 days of us receiving the returned item.
  • Depending on your bank or card issuer, funds typically appear in your account within a further 7 business days.
  • Original delivery costs are refunded in full where you exercise your statutory right of withdrawal, or where the item was faulty or incorrect. As all our orders ship free of charge, this ordinarily has no effect on your refund amount.
  • Return postage costs you paid yourself are not refunded, except where the return is our fault.

If more than 14 days have passed since we confirmed your refund and nothing has reached your account, please contact your bank first, then email us at info@ellairemanchester.com and we will chase it.

8. Exchanges

We are happy to exchange an item for a different size or colour, subject to availability. Email info@ellairemanchester.com with your order number and the replacement you'd like. The fastest route is usually to return the original item for a refund and place a new order, which avoids waiting for stock to be reserved.

9. Faulty or incorrect items

If your item arrives damaged, defective, or is not the item you ordered, contact us within 48 hours of delivery at info@ellairemanchester.com with your order number and clear photographs.

You are entitled to a full refund, a replacement or a repair, at no cost to you, including return shipping. This does not affect your statutory rights in relation to goods that are faulty or not as described.

10. Partial refunds

We may issue a partial refund in the following circumstances only:

  • The item has been used or worn beyond simple inspection
  • Tags, labels or original packaging are missing or damaged
  • The item is returned outside the agreed 14-day return-shipping window

We will always contact you before issuing a partial refund and explain the reason.

11. Cancelling before dispatch

If your order has not yet been dispatched, you can cancel it free of charge by emailing info@ellairemanchester.com with your order number. Once dispatched, the return process above applies.

12. Sale items

Sale and discounted items are returnable under exactly the same terms as full-price items, unless the product page explicitly states that the item is final sale. Refunds are issued at the price actually paid.

13. Contact us

Email: info@ellairemanchester.com Telephone: +31 6 42932409

Customer service hours Monday to Friday: 9:00 – 17:00 (GMT) Saturday and Sunday: 12:00 – 15:00 (GMT)

We respond to all enquiries within 24 business hours.

Ellaire Manchester Company Registration No.: 98885308 · VAT No.: NL005359571B94 Registered Address: Hoofdstraat 38, 2235 CH Valkenburg, Netherlands Our registered address is an administrative address, not a returns address. Please only send returns to the address supplied by our customer service team.