Return Policy

Please note: we do not offer free returns. Shipping costs and customs duties apply.

 

Returns

Is it possible to return my order? Yes. If you are not satisfied with your purchase, you have the option to return the items within 30 days of receipt. To be eligible for a return, your order must meet the following conditions:

The product must include all original parts and components, and the packaging must be in the same condition as when received. Only signs of normal handling may be visible on the product; damage caused by careless handling is excluded. For items where hygiene is important, products must be thoroughly cleaned before the return process is initiated. Faulty products must be reported immediately upon receipt. Ellie Dublin has the right to charge the customer for shipping costs. Returns are processed within 7 working days. If the conditions are met, the return will be officially confirmed within this period. We reserve the right to refuse returned items if we suspect that they have been used or damaged through no fault of our own.

 

How can I return my order?

If your order meets the conditions stated above, please follow these steps:

Send an email to: support@ellie-dublin.com. Please make sure your email includes the following:

Order number

Reason for the return request

Photograph of the product, in case of damage

Customer’s full name

Customer’s address

We will then contact you and provide the return address. Important: never send a return to the sender’s address shown on the parcel. The correct return address will be sent to you upon request. The customer is responsible for all shipping costs associated with returning goods.

 

Cancellation Policy (Right of Withdrawal)

The consumer has the right to withdraw from the contract if they are a natural person entering into a legal transaction for purposes that are not related to their commercial or professional activity.

 

Cancellation rights

The cancellation period is 14 days from the day on which you, or a third party appointed by you who is not the carrier, received the final item from the order. As we use a fully automated system, orders are processed as soon as they are received. Therefore, we cannot stop the delivery process once the goods are on their way, and a refund is not possible immediately after dispatch. To exercise your right of withdrawal, you must inform Ellie Dublin by means of a clear statement, for example by email. The withdrawal is completed once we receive the goods back. The customer is responsible for the cost of returning the goods.

 

Shipments in transit

As our goods are shipped from Asia, longer delivery times may occur and are outside our control. If the goods are already on their way to you, cancellation is not possible. Please wait until you receive the goods and then return them to us. To help us process your refund as quickly as possible, please send us proof of return shipment.

 

Consequences of withdrawal

If you withdraw from this contract, we will refund all payments we have received from you, excluding delivery costs and any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered by us, without undue delay and no later than 14 days from the day on which we receive both your notice of withdrawal and the returned goods. The refund will be made using the same payment method you used for the original transaction.

Important: all returns must be sent to our central warehouse in Asia at the customer’s expense.