Return and refund policy

RETURN & REFUND POLICY

WE DO NOT OFFER FREE RETURNS – CHARGES APPLY

For health and safety reasons, we do not accept returns or exchanges on hygiene-related products, even if unworn — including but not limited to undergarments, earrings, and personal care items. These sales are final.

Return Information

Can I return my order?
Yes, you can return items within 30 days of receipt, provided they meet the conditions below:

  1. The order contains all original parts/components and packaging in the same condition as received.

  2. Signs of normal handling only — no damage caused by careless handling.

  3. The product is not a hygiene product (e.g. underwear, earrings, personal care items).

  4. The product was found to be defective immediately upon receipt.

  5. Return shipping costs are the responsibility of the customer.

  6. Returns are processed within 7–10 business days, and accepted only if all conditions are met.

We reserve the right to refuse returns if we suspect items have been used or damaged outside our responsibility.

How to Return Your Order

If your order meets the above conditions:

  • Email us at support@ellaandnoah-toronto.com

  • Include the following in your email:

    • Order number

    • Reason for the return

    • Photo of the product if damaged

    • First & last name

    • Full address

We will provide the correct return address. Never send a return to the sender address on the parcel.

Refunds for Returned Items

We will issue a full refund if:

  • The item is returned to our central warehouse in Asia in its original condition.

  • You provide valid proof of shipment and tracking showing delivery to the return address we provided.

  • Tracking covers the full journey — no partial tracking is accepted.

⚠️ Failure to follow the return instructions from our customer service team may result in customs blocks or the parcel being returned, making a refund impossible.

Refunds are only processed once the returned item is received and confirmed by our warehouse.

Cancellations

We accept cancellations within 5 minutes of placing your order.
To cancel, email support@ellaandnoah-toronto.com immediately.

After 5 minutes, cancellations are not possible. Once delivered, you may request a return following our return policy.

Return shipping costs are the buyer’s responsibility. Shipping fees are non-refundable.

Delays or Missing Refunds

If you have not received your refund:

  1. Check your bank account.

  2. Contact your credit card company.

  3. Contact your bank — processing times vary.

If you have done all of the above and still have not received your refund, please contact us at support@ellaandnoah-toronto.com.

Shipments in Transit

Orders are shipped from Asia, which can result in longer transit times. If your order is already in transit, cancellation is not possible. You may return the item once received.

Please provide us with shipment confirmation when returning your item.

Damaged or Defective Items

If your item arrives damaged or defective, email support@ellaandnoah-toronto.com with:

  • A clear image of the damaged/defective item.

We cannot offer solutions without photo evidence.

Address Errors

The shipping address provided during checkout will be used for delivery.
Customers are responsible for entering the correct address.

If you made an error, contact us at support@ellaandnoah-toronto.com as soon as possible to check if it can be changed before shipping.

ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER’S EXPENSE