Refund, Return & Cancellation Policy

Your statutory rights as a consumer are not affected by this policy. Nothing in it limits your right to a remedy where goods are faulty, damaged, misdescribed, or not fit for the purpose you told us about — see section 10.

You may return any eligible item within 14 calendar days of the date your order was delivered. The window runs from the delivery date, not from the order date or the date you opened the parcel.

• For multiple items in one order, the deadline is calculated from the delivery date of the parcel containing that item.
• If your delivery date falls on a public holiday, the deadline extends to the next business day.
• Return-by dates are shown on your order confirmation email and in your account, so you do not need to calculate them yourself.
• Where an item is marked final sale on its product page, the return window is 7 days and returns are accepted at our discretion — see section 4.

After the return window closes, we can no longer accept a voluntary return. This does not affect your rights in respect of faulty or misdescribed goods, which continue for as long as the law allows.

To be eligible for a return, an item must come back to us in original, resaleable condition. That means:

• Unworn — tried on for fit only, with no wear, marks, perfume, deodorant or smoke odour.
• Unwashed — not cleaned, laundered, dry-cleaned or steamed.
• Undamaged — no tears, holes, stains, scratches, pulled threads, or alterations.
• Tags attached — all original tags, labels, security tags and hangtags intact and readable.
• Packaging complete — original box, dust bag, tissue paper and garment bag returned where supplied.
• Complete set — all items in the pack (for example a two-piece set with detachable sleeves or belt).
• Accompanied by proof — your return authorisation reference and, where possible, the original payment receipt.

Items returned in a condition that fails these requirements may be sent back to you at your cost, or we may deduct a handling and re-packing fee of 25% of the item price and refund the remainder. We will always send you photographs of the item’s condition and explain our decision before deducting anything.

Where you are unsure whether an item is returnable, contact us before ordering or before returning it at info@ellahfashion.com. We will confirm in writing before you commit to the purchase, and we will always honour that confirmation.

Please follow these steps. Our returns team handles every return individually, and following the process is what allows us to refund you quickly.

Step 1 — Contact us within 14 days

Email info@ellahfashion.com with the subject line “Return Request”, or message us on WhatsApp at +233 553 539 435. Please include:

• Your order number.
• The item name, size and colour.
• The reason for the return (for example: size too small, wrong shade, changed my mind).
• Photographs of the item and its tags, where relevant.
• Whether you would prefer a refund to the original payment method or store credit.

Step 2 — Receive your return authorisation

We will respond within 2 business days with a Return Authorisation (RA) reference number, our return address, and the return method for your location. Please wait for this authorisation before sending anything back — we cannot process a parcel that arrives without an RA number, as we will have no record that it belongs to your order.

Step 3 — Pack the item securely

Return the item unworn, unwashed and undamaged, with all original tags and packaging. Write your RA reference number clearly on the outside of the parcel, include a copy of your order confirmation inside, and pack it in a sturdy outer box or padded envelope so it cannot be damaged in transit.

Step 4 — Send the parcel back

• Accra & surrounding areas — drop off at our Accra studio or hand to our nominated courier. We will give you the exact address and hours in your RA email.
• Elsewhere in Ghana — send by our nominated courier or any trackable courier of your choice. Keep your receipt and tracking number.
• International orders — we recommend a trackable service and ask that you use a courier that records the declared value. Please note the customs declaration: mark the parcel as a returned goods with the correct value so the parcel is not charged import duty twice.

Step 5 — Inspection and refund

Once the parcel reaches us, our returns team inspects and photographs the item. If everything is in order, we process your refund or exchange within 2–3 business days of inspection, and you will receive a confirmation email with the amount and method. Payment itself then takes a further 5–10 business days to appear on your statement — see section 7.

Step 6 — Original discounts

Where your original order was discounted (for example a percentage-off promotion), the refund is calculated on the price you actually paid for the item being returned. Shipping and gift wrapping charges are refunded only where the return is our fault or the item was faulty, damaged or incorrect.

Where we are paying, we will send a prepaid label or arrange collection at our cost. We cannot reimburse postage that you have already paid without prior approval — but if you have already paid, send us the receipt and we will reimburse you within 10 business days of the item passing inspection.

Return shipping is not refundable in the change-of-mind case because the original delivery has already been made. Where an entire order is returned unused and in full within the window, we will also refund the original outbound delivery charge.

A refund has two stages: inspection (by us) and settlement (by your payment provider). We do not control the second stage, but we always initiate it as soon as possible.

7.1 Refund methods

Refunds are issued in the same currency and to the same method used to pay for the order:

• Mobile Money — refunded to the same Mobile Money number used to pay, typically within 1–3 business days once the payment provider confirms.
• Debit / credit card — refunded to the same card. The amount usually appears as a credit on your statement within 5–10 business days; the number of days is set by your bank, not by us, and we cannot speed it up.
• Bank transfer — refunded to the account from which the payment was received, within 5–7 business days, subject to your bank.
• Store credit — available on request at checkout or during the return process. Store credit is issued immediately after inspection and is valid for 12 months. It cannot be transferred, redeemed for cash, or applied to delivery charges unless expressly stated.

7.2 If your refund has not arrived

If more than 14 business days have passed since we confirmed your refund and the money still has not appeared, contact us at info@ellahfashion.com with your order number and RA reference. We will trace it with our payment partner and keep you informed until it is resolved. For Mobile Money and card payments we will also ask you to send the SMS or email confirmation you received from your provider, as this speeds up the trace.

We are happy to exchange an item for a different size or colour within the return window, subject to availability. Exchanges are processed as a return followed by a new order, so that you are not charged twice for the same item.

• Request the exchange at the same time as your return request, by email or WhatsApp. Tell us the item and the size or colour you want instead.
• Exchanges are subject to stock availability. If your preferred option is out of stock, we will offer you the next best alternative, or a full refund or store credit.
• Where the exchanged item costs more, you pay the difference. Where it costs less, we refund the difference to your original payment method.
• Where the price has changed between your original order and the exchange, we will honour the original price for the same item and size.
• Return shipping on an exchange for a change of size or colour is paid by the customer; where we are responsible for the error (wrong item shipped), it is paid by us.
• The exchange is dispatched within the standard processing time for that item once the original has passed inspection — see our Shipping & Delivery Policy.
• Only one exchange per item is permitted. A second change of size must be treated as a new return and re-purchase, so that our size data improves and we can help you get the right fit first time.
• Final sale items, custom and made-to-measure pieces, and personalised items cannot be exchanged.

Because many Ellah pieces are made to order or in small quantities, we ask that you confirm your details before we dispatch. Here is exactly when you can cancel or amend an order.

Where we cancel at your request before dispatch, your refund is processed by the same method and on the same timetable as a return refund — see section 7. Bank transfer orders paid by transfer will be refunded by transfer.

We take quality seriously. Every garment is inspected before it is dispatched. If something is not right, we want to fix it quickly and at our cost.

10.1 Reporting a problem

Please contact us within 7 days of delivery (or within 48 hours for transit damage) and include:

• Your order number.
• A description of the fault.
• Clear photographs of the item, the fault, and the care or size label where relevant.
• For transit damage, photographs of the outer packaging too.

10.2 What we will do

At our option, and after inspection, we will:

• Repair the item at no charge, where repair is appropriate and the item was intended to be durable;
• Replace it with the same item, where stock is available;
• Exchange it for a different size or colour, where that better suits you;
• Refund you in full, including the original outbound delivery charge, where repair or replacement is not possible or is not what you want.

In every case, we pay the return shipping (see section 6). We also ask that you allow us a reasonable opportunity to repair or replace the item before you dispose of it or return it to a third party.

10.3 Our responsibilities

Under Ghana’s Consumer Protection Act, 1998 (Act 537) and equivalent legislation where you live, goods must be of satisfactory quality, as described, fit for the purpose you told us about, and not defective. If they are not, you have the right to repair, replacement, or a refund, and to reject the goods within a reasonable time. If a fault makes the item unusable, we will provide a full refund including delivery charges, and we will not require you to return an item that has already been worn or used.

Nothing in this policy limits those rights. We will not ask you to give up your statutory protections in order to return a faulty item.

Our returns team is here to help. Whichever channel you use, we respond within 2 business days, Monday to Saturday.

Email (preferred)

info@ellahfashion.com
Subject: Return Request

WhatsApp

+233 553 539 435
Please send your order number as your first message.

Phone

+233 553 539 435

Accra pickup point

Accra studio — the exact address and opening hours are confirmed in your return authorisation email.