Exchanges
Hi there!
We want you to be satisfied with your purchase but we know from time to time, you may need another size or colour, or even another item!
If you'd like to exchange your item, just bring it back to our store or office in its original packaging, sealed, with original tags within 30 days from the date of your order. All full-price items can be exchanged for another size or item, or alternatively for store credit (to be utilised within 3 months from the date of purchase).
Items which cannot be exchanged: Sale items, personalised items, pillow sets and underwear. Sale of these product categories are final and cannot be returned, refunded or exchanged.
We do not offer refunds.
Please reach out to us at contact@theellystore.com if you have any questions on your purchase!
xx
the elly team
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Frequently asked questions
1. Can I return an item?
We do not accept returns or offer refunds.
2. Can I exchange a full-price item?
We accept exchanges on full-price items made within 30 days from date of purchase, except for personalised items, pillow sets and underwear.
You can exchange your purchase for a different item at our store, or alternatively for store credit. For example, if you purchased a pair of shoes but the size you want is unavailable when you bring it back to exchange, you can select a toy or clothing instead!
We are not able to accept exchanges or returns for underwear due to hygiene reasons.
We are also unable to accept exchanges for pillow sets once the vacuum pack has been opened. Pillow cases can be exchanged if they are returned in their original condition and packaging.
Exchanges can be made at two locations with your receipt, provided all original tags are attached in original packaging box and item has not been used, worn or washed.
Exchange Locations:
- The Elly Store at Cluny Court #02-31 Singapore 259760 (Mon to Sat 10 a.m. to 7 p.m. and Sun 10 a.m. to 6 p.m.)
- The Elly Office at 12 Lorong Bakar Batu #04-11 Singapore 348745 (Mon to Fri 9 a.m. to 12 p.m. / 2 to 5 p.m.)
We reserve the right to refuse return of goods that do not meet our return policy requirements.
Please examine all goods upon delivery and notify us of any discrepancies and/or defects within 30 days of purchase for a valid exchange or refund.
3. Can I exchange a Personalised Item?
All personalised items cannot be exchanged once purchased.
4. Can I opt for store credits?
Yes. Our exchange policy is flexible in that you can exchange full-priced items for store credit if the item you want is out of stock!
Store credit has to be utilised within 3 months from the date of purchase in a single transaction. Store credits cannot be reinstated once expired.
If you'd like to use your store credit online, please contact us at contact@theellystore.com.
5. Can I exchange a sale item?
Sale items are strictly non-exchangeable and non-returnable. Please note that if you are buying a sale item as a gift, the recipient will not be permitted to exchange the item.
6. Can I exchange an item via courier?
If you'd like to do an exchange via courier, we can arrange delivery of the replacement item for S$4.50.
Please mail the item you'd like to return to us (at your own cost) and let us have the tracking number. Once we have received the items, we will send the replacement item out via courier. We suggest you use a trackable courier as we are not responsible for any parcels that go missing. Please contact us ahead of time so we can set aside the item in the size you're looking for as there could be a delay in delivery before we receive your returned item.
7. Can I exchange a defective item?
We are very sorry you received a defective item. Please get in touch with us via email at contact@theellystore.com immediately. We will assist you soonest possible.
Please examine all goods upon delivery and notify us of any discrepancies and/or defects within 30 days of purchase for a valid exchange or refund.