Return Policy
Return Policy — Ellis Rose Toronto
At Ellis Rose Toronto, we do everything we can to ensure our customers are happy with their purchase. If you are not completely satisfied, we are here to help. If you have any doubts or questions, please contact us first at ecomscale.eu@gmail.com before returning anything.
1. How We Work
Ellis Rose Toronto operates on a direct-from-supplier model. To reduce waste and minimise our environmental footprint, we do not hold large amounts of stock ourselves. Items are shipped directly from our supplier to your door. As a result, any returns must be sent to our supplier's return address, which is located in China.
2. Return Window & Registration
- You may register a return within 14 days of receiving your item by emailing ecomscale.eu@gmail.com.
- Returns can only be registered after you have physically received your order.
- Always include your order number and a clear reason for the return in your email.
- Once your return request is approved, we will provide you with the supplier's return address.
3. Return Conditions
- A valid reason for the return is always required.
- Items must be unused, unwashed, undamaged, and in their original condition, with all tags and labels still attached.
- Trying on an item is permitted — wearing it is not.
- Sale items cannot be returned without a valid reason.
- Intentionally ordering multiple sizes with the intention of returning part of the order is not permitted.
- Certain items are excluded from returns for hygiene reasons, including underwear, swimwear, and jewellery, unless unopened and unused.
4. Return Costs & Process
- All return shipping costs are the full responsibility of the customer, including international shipping and any applicable customs fees.
- Items must be returned to our supplier's return address in China.
- The customer is solely responsible for shipping the item, covering the costs, and tracking the return shipment.
- We strongly recommend using a tracked shipping method. Without proof of postage, we are unable to process your return.
5. Flexible Solutions
We understand that international returns can be expensive and time-consuming. Before sending anything back, please reach out to us at ecomscale.eu@gmail.com — we are happy to work with you to find a suitable solution, such as a partial refund or store credit, agreed upon by email. We always prefer to resolve things quickly and fairly.
6. Defective, Incorrect, or Damaged Items
If there is an issue with your order — such as the wrong size, a fit problem, or a quality issue — please email us within 14 days of receiving your order. Include clear photos and a description of the problem. Without photos and a description, we are unable to process your complaint and no return or refund can be issued. Once we have received this information, we will do our best to find a suitable solution as quickly as possible.
7. Refunds
A refund can only be issued once the returned item has been received and approved at our supplier's return address in China. After approval, we will refund the purchase amount within 14 days to your original payment method. Original shipping costs are non-refundable.
8. Cancellations
Orders cannot be cancelled once they have been placed and are being processed. Please do not open a chargeback or refund request before your item has actually arrived and been received. If you have a question or concern about your order, please contact us first at ecomscale.eu@gmail.com rather than initiating a chargeback or dispute directly.
9. Liability
- We are not responsible for lost packages where tracking confirms delivery to the address provided by the customer.
- An incorrectly entered shipping address is the responsibility of the customer.
- Address errors must be reported within 24 hours of placing your order via ecomscale.eu@gmail.com.
Contact
Company Name: Ellis Rose Toronto
Email: ecomscale.eu@gmail.com