Return & Exchange Window

Customers may request a return or exchange within 7 days of receiving their order.

Requests submitted after 7 days from delivery may not be accepted.

Eligibility Conditions

To qualify for a return or exchange:

• The product must be unused, unworn, and unwashed.

• All original tags, labels, and packaging must remain intact.

• The item must be free from stains, perfumes, deodorants, makeup marks, alterations, or damage caused by the customer.

• The product must pass our quality inspection upon receipt.

Mandatory Unboxing Video Requirement

An uninterrupted unboxing video is mandatory for claims involving:

• Wrong item received

• Missing item(s)

• Short shipment

• Damaged item

• Defective item

The video must clearly show:

• The sealed package before opening

• The shipping label

• The complete unboxing process

Claims submitted without a valid unboxing video may not be approved.

Reporting Timeline

Any claim regarding wrong, missing, damaged, defective, or short-shipped products must be reported within 48 hours of delivery.

Non-Returnable Items

The following items are not eligible for return or exchange:

 

• Used, worn, damaged, or altered products

• Washed garments

• Products with removed, damaged, or missing tags, labels, or tag loop seals

• Customized, personalized, or made-to-order products

• Clearance, promotional, discounted, final sale, or non-returnable marked items

• Products returned without original packaging

• Lingerie and intimate wear

• Bodysuits

• Innerwear and shapewear

• Socks and hosiery

• Face masks and personal hygiene products

• Gift cards and store credits

• Products damaged due to misuse, improper care, or normal wear and tear

• Any item that fails our quality inspection process upon return

Exchange Approval

All exchange requests are subject to product inspection and approval by the Ellie Gray Quality Team.

Ellie Gray reserves the right to reject any exchange request that does not meet the eligibility criteria.

 

IMPORTANT NOTES

Ellie Gray reserves the right to:

• Refuse returns, exchanges, or refunds that do not comply with this policy.

• Reject claims lacking sufficient evidence.

• Modify, update, or revise these policies at any time without prior notice.

By placing an order on our website, you acknowledge and agree to all terms outlined in this policy.