Return & Refund Policy

At ELLA ABEL, we want you to shop with confidence. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to the conditions outlined below and your rights under applicable Canadian consumer protection laws.

Return Eligibility

To qualify for a standard return, the item must:

• Be returned within 30 days of delivery.
• Be unworn, unused, and undamaged.
• Be in its original condition.
• Have all original tags attached.
• Be returned in its original packaging.
• Be accompanied by valid proof of purchase.

Items that do not meet these requirements may not be accepted, except where applicable law provides otherwise.

How to Return an Item

To request a return, please contact our customer support team at support@ellaabel.com before sending the item back.

Once your return request has been reviewed and approved, we will provide you with the return address and further instructions.

Important: All approved standard returns must be sent to our designated international returns centre located in China. We do not currently operate a return facility within Canada.

Before requesting a return, please note:

• For standard returns due to a change of mind, sizing preference, or personal preference, all return shipping costs, including applicable international postage, customs charges, or handling fees, are the responsibility of the customer.
• ELLA ABEL does not provide prepaid return labels for standard returns.
• Standard return shipping costs are non-refundable.
• You may use a shipping carrier of your choice, provided the service includes valid tracking.
• We strongly recommend checking the estimated international return shipping cost with your chosen carrier before sending the parcel.
• Customers are responsible for ensuring their returned parcels reach our designated returns centre.
• After sending your return, please provide us with the tracking number so we can monitor its progress.
• Items returned without prior approval or sent to an address other than the one provided by our support team may not be accepted.
• We recommend using a tracked and insured shipping service to protect against loss or damage during transit.

Please do not send your return to the address shown on the original parcel, as this may not be the correct returns address. The correct return address in China will be provided after your request has been approved.

These standard return conditions do not limit any mandatory rights or remedies available under applicable Canadian law.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive an item that is damaged, defective, or incorrect, please contact us as soon as possible, preferably within 48 hours of delivery, and provide:

• Your order number.
• Clear photographs showing the item and the issue.
• A brief description of the problem.

Our customer support team will review the issue and provide an appropriate solution, which may include a replacement, refund, or another remedy required by applicable law.

The recommended 48-hour notification period does not limit your statutory rights regarding defective or non-conforming products.

Where we are legally responsible for a defective, damaged, or incorrect item, we will provide the applicable remedy without imposing return shipping costs on the customer where prohibited by law.

Please do not return a damaged, defective, or incorrect item unless instructed to do so by our customer support team.

Exchanges

We do not currently offer direct exchanges for standard returns.

If you would like a different size or style, please return the original item in accordance with this policy and place a new order.

For defective or incorrect items, we will provide the remedies required under applicable consumer protection laws.

Refunds

Once your returned item has been received and inspected at our designated returns centre, we will notify you whether your refund has been approved.

For approved standard returns, refunds will be issued to the original payment method within 5–10 business days following approval.

Please note that your bank or payment provider may require additional time to process and display the refund in your account.

Where applicable law requires a different refund timeframe or procedure, those legal requirements will take precedence.

Original shipping charges, if applicable, are generally non-refundable for standard change-of-mind returns, unless otherwise required by law or the return results from an error on our part.

Contact Us

If you have any questions about returns, refunds, or your order, please contact us:

Store: ELLA ABEL

Email: support@ellaabel.com

Customer Market: Canada

Our customer support team will be happy to assist you.