Return policy

At Éllure Ottawa, we aim to make your purchase safe and transparent. We offer a 14-day return window in line with Canadian consumer standards, with clear guidelines that protect both you and our brand.

1) Eligibility for Returns

• You may return your item within 14 days of the delivery date.
• Items must be unused, unworn, and in their original packaging, including any boxes, pouches, tags, and inserts.
• Returns sent outside the 14-day window or without trackable proof of return may be declined.
• Hygiene note (earrings): For health and safety reasons, earrings can only be returned if the hygiene seal is intact and the product shows no signs of wear.

2) How to Start a Return

1. Email team.ellure@gmail.com with your order number and a short reason for the return.
2. We’ll reply with return instructions and the correct return address.
3. Unless otherwise agreed, return shipping is paid by the customer. Please use a trackable service and keep the receipt.

3) Exchanges

• Prefer a different colour, size, or style? Request an exchange in your email.
• Exchanges are processed once the original item is received and approved. If the requested item is out of stock, we’ll issue a refund instead.

4) Non-Returnable Items (Exceptions)

• Used/worn jewellery or items showing visible wear, scratches, perfume, or make-up traces.
• Custom or personalised items (e.g., engraving).
• Final-sale or clearly marked clearance items.
• Returns shipped without tracking.

5) Refunds

• After your return is received and inspected, approved refunds are issued to the original payment method.
• Processing typically takes 5–10 business days (your bank/payment provider may require additional time).
• We may decline or partially refund items that are not returned in original condition or fall outside this policy.

Shipping fees are non-refundable unless the return is due to our error (e.g., defective or wrong item received).

6) Defective, Damaged, or Wrong Item

• If your item arrived damaged, defective, or incorrect, contact us within 7 days of delivery at team.ellure@gmail.com with photos.
• We’ll prioritise a replacement or issue a prepaid return label where applicable.

7) Undelivered or Delayed Orders

• If your order shows no delivery scan or appears lost, email us so we can open a carrier investigation.
• Refunds for non-delivered parcels require the carrier’s confirmation of loss or non-delivery.
• Delays caused by the carrier, customs, weather, or other events outside our control are not eligible for compensation, unless required by law.

8) International Orders, Duties & Taxes

• Prices are in CAD. Import duties/taxes for orders outside Canada are the customer’s responsibility. These charges are not refundable by Éllure Ottawa.

9) Need Help?

We’re here for you.
Email: team.ellure@gmail.com
We reply within 24 hours on business days.