Return Policy

At Ella & Vivienne Lane, we are committed to providing our customers with a smooth, enjoyable and reliable shopping experience. Our return and refund policy is designed to ensure clarity and fairness while maintaining the quality standards of our boutique.

Please review the following conditions carefully before initiating a return.

Returns on Full-Priced Items

We offer returns on all full-priced items within 30 days of receiving your order.
Items must be unworn, unused, unwashed and returned in their original condition with tags attached.

Once your return is approved and received, you may request either:

  • A refund to your original payment method, or

  • A store credit

Sale Items

Items purchased during a sale or promotional event are final sale.
These items cannot be returned, exchanged or refunded, even if the wrong size was selected.

Please ensure you have carefully checked sizing and product details before purchasing sale items.

Return Shipping Costs

Customers are responsible for the cost of return shipping.
Ella & Vivienne Lane does not reimburse return postage fees and is not liable for lost or damaged return parcels.

We recommend using a trackable shipping service.

Return Period

Returns must be initiated within 30 days of receiving your order.
Requests made after this period cannot be accepted.

Exchanges

We do not offer direct exchanges for sale or discounted items.
Full-priced items may be exchanged only if stock is available, otherwise store credit or refund options apply.

Faulty or Defective Products

We offer a full guarantee on products that arrive faulty or with manufacturing defects.
In these cases, customers may choose between:

  • A replacement (subject to availability)

  • A full refund

  • A store credit

Please contact us immediately if you believe your item is faulty, and include clear photos for faster assessment.

How to Start a Return

To begin a return, email us at:

info@ellaviviennelane.com

Please include:

  • Your order number

  • The item(s) you wish to return

  • The reason for the return

  • Photos if the item is faulty

After your request is reviewed, you will receive detailed return instructions.

Required Return Form

All returns must include a completed return form.
Returns submitted without the form cannot be processed.

Summary

Ella & Vivienne Lane is committed to transparent and fair return practices.
By following our return guidelines, we ensure that your request is processed smoothly and efficiently.

If you have any questions about returns, refunds or exchanges, our customer service team is here to help at info@ellaviviennelane.com.