Refund policy

Our policy lasts 30 days. If more than 30 days have passed since your purchase, unfortunately we cannot offer you a refund or an exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.

Other items that cannot be returned:
* Gift cards

To complete your return, we require a receipt or proof of purchase.

In certain cases, only partial refunds are granted (if applicable):
* Items with obvious signs of use
* Any item that is not in its original condition, is damaged or is missing parts for reasons not due to our error
* Any item returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also let you know whether your refund has been approved or rejected.
If it is approved, your refund is processed and your credit card or original method of payment is automatically credited within a few days.

Late or missing refunds (if applicable)
If you have not received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund, please contact us at direction@ellarose.fr

Sale items (if applicable)
Only regular-priced items may be refunded. Unfortunately, sale or promotional items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange yours for the same item, send us an email at direction@ellarose.fr

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the returned item. Once the returned item is received, a gift certificate will be sent to you by post.

If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver and they will find out about your return.

Shipping
To return your product, you should send it to the following address: 53 Rekeen St, Villa 5, Um Suqueim, Dubai, United Arab Emirates.

You are responsible for paying the shipping costs for returning your item. These costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from it.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

If you are shipping an item worth more than AED 300, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.