Returns & Exhanges

Returns & exchanges policy (from the UK)

If you are not entirely satisfied with your purchase you may return or exchange your item(s). Simply call 0845 1304281 or email us at returns@ellageorgia.com to request a Return Authorisation (RA) number within 7 days of receiving your order. Postage for returns is the responsibility of the customer.

All items for return or exchange must have a Return Authorisation (RA) number and must be returned within 21 days from the day of receipt. For returns of faulty goods please follow the same process subject to the conditions detailed below. Once you have received your (RA) number, please take care to follow the instructions detailed below. Please note that unidentified returns/exchanges may be returned to the sender. For exchanges you will be charged for any difference in cost and any additional delivery costs. It’s important that all goods being returned from within the UK are returned as soon as possible.

Exchanges
Exchanges are possible, but exchange items can only be dispatched after the returned goods have been received and have undergone a quality control check.

Exchanges are also subject to product availability and the customer will incur any delivery costs for such exchanges. The shipping of any further returns of exchanged items will again be at the customer’s cost and exchanges will be refunded only as a credit note.

We strongly advise all customers to check their purchase thoroughly upon delivery before disposing of any original packaging.

In the event of a failure to return any goods to us, even if you have indicated that you do not wish to keep the items, we shall have the right to charge any costs of recovery of the goods.

Bespoke items: These pieces are Special Orders, which means that, as we do not carry the specific piece in stock, the item will be made especially for you. Because of this, the item(s) cannot be exchanged or returned under any circumstances.

How to proceed if you would like to return your goods from within the UK

1. Before you return your items you must obtain a Return Authorisation (RA) number by calling us on 0845 1304281 or emailing us at returns@ellageorgia.com within 7 days of receiving your order.

2. All returns for any particular order need to be returned in one shipment. For example, if you have received four items, and wish to return two of them, the two must be returned in the one package. 

3. All items must not have been worn or used, and must be in their original condition.

4. Please complete the Returns Form and enclose this with the item(s) to be returned.

5. Please place items in their original packaging and ensure that the outer box and mailing bag is completely sealed.

6. We suggest that you return your goods using the ‘Royal Mail Special Delivery’ service. Please note that we will not accept liability for returned goods. The return address is stated on the pre-printed labels supplied with your goods. Failure to obtain an RA number or to return goods other than via ‘Royal Mail Special Delivery’ does not affect your statutory rights.

7. Your Returns Authorisation (RA) number should be written clearly on the outside of the package being returned. Please fasten the address label provided to the front of the parcel: ella georgia, 10 Fishergate, Boroughbridge, North Yorkshire, YO51 9AL.

8. If you wish to exchange a purchase, please email us with your preferred item and we will reserve it for you, as long as the item is in stock.

Returns & exchanges policy (from overseas)

1. Call us on +44 845 1304281 or email us at returns@ellageorgia.com within 7 working days of receipt of your delivery and ask for a Return Authorisation (RA) number. Shipping for returns is the responsibility of the customer.

2. All returns for any particular order need to be returned in one shipment.

3. Please place items in their original packaging and ensure that the outer box and mailing bag is completely sealed.

4. We recommend that returns are shipped through FedEx to the ella georgia Returns address: ella georgia, 10 Fishergate, Boroughbridge, North Yorkshire, England, YO51 9AL. ella georgia does not accept responsibility for returns. Please ensure that you write clearly on the FedEx paperwork that the item is being returned.

5. Please keep a reference of your (RA) number for your own records. In addition, please complete the Returns Form and place it along with the item to be returned in the original packaging and seal it securely.

6. Once you have notified us that you are cancelling your contract, any sum debited from your credit/debit card (including delivery) will be credited to your account as soon as possible and in any event within 30 days. If you do not return the goods delivered to you, in the way detailed above, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be credited to you. Postage for returns is the responsibility of the customer.

How to proceed if you wish to return faulty goods

Faulty items will only be accepted if the goods are delivered to the customer damaged or there is a subsequent manufacturing fault. All items returned as faulty will be inspected and any items deemed to have been subjected to fair wear and tear will not be accepted as faulty. If the item(s) is deemed not faulty you will be charged for any shipping costs incurred.

Exchanges are possible if the item(s) is available but exchange items can only be dispatched after the returned goods have been received and undergone a quality control check. We can only exchange faulty items for the same item subject to availability. If you wish to exchange, please make your request clear when requesting your RA number.

The shipping of any further returns of exchanged items will be at the customer’s cost and exchanges will be refunded only as a credit note. We strongly advise all customers to check their purchase thoroughly upon delivery before disposing of any original packaging. 

In the event of a failure to return any goods to us, even if you have indicated that you do not wish to keep the items, we shall have the right to charge any costs of recovery of the goods.

Where possible items may be repaired free of charge on request but only where such items are deemed faulty and repairable. Repairs do not come with any guarantees.

Receiving a refund

Refunds will be made to you within 30 days of the date when you informed us that you wished to cancel your order. All undamaged, correctly returned products will be credited to the original purchaser's credit card. As previously stated, international customs duties and sales taxes are non-refundable for shipments outside the European Community (EU).

Alternatively, you can request an ella georgia credit note (valid for 12 months) that can be used against future purchases at ellageorgia.com.

Gift returns

If you have received an item from ella georgia as a gift you can return it for an exchange or a credit note within the parameters outlined in this Returns Policy. Please call us on +44 (0)845 1304281 or email us at returns@ellageorgia.com to arrange this.

Credit notes

Once issued, credit notes are valid for 12 months.

Returns policy for items on sale

As above.

For further information you can contact us and we will happily talk you through the procedure; simply call us on +44 (0)845 1304281. Alternatively, you can send an email to returns@ellageorgia.com with any questions you may have. 

Stock availability

Unfortunately we cannot guarantee that we will always have what you would like to order in stock.  If we do not have your desired item we will be in touch to let you know when it will be coming in and find out if you would still like us to process your order.