Refund policy

Ready-to-wear returns

Ready-to-ship pieces can be returned within 14 days of delivery, unworn, unwashed, with all tags attached and in their original packaging.

Made-to-order & bespoke pieces

Because every made-to-order and bespoke piece is cut specifically for you, these orders are final sale and cannot be returned or exchanged, except in the case of a manufacturing fault.

How to start a return

  1. Email atelier@ellecouture.com with your order number and the reason for the return within 14 days of delivery.
  2. We'll confirm eligibility and send return instructions, including the address to ship to.
  3. Pack the piece exactly as it arrived, with tags attached, and post it back to us.

Refund processing

Once your return arrives and passes inspection, we process the refund to your original payment method within 5–10 business days. You'll receive an email confirmation once it's issued.

Damaged or faulty items

If a piece arrives damaged or faulty, contact us within 48 hours of delivery with photos of the issue and your order number, and we'll arrange a replacement or refund at no cost to you.

Exchanges

We don't offer direct exchanges. Return an eligible piece for a refund and place a new order for the size or colour you'd prefer.

EU & UK cancellation right

If you're ordering from the EU or UK, you have the right to cancel a ready-to-wear order within 14 days of delivery without giving a reason, in line with local consumer law. This right does not apply to made-to-order or bespoke pieces made to your specification.

Questions

Reach us at atelier@ellecouture.com before starting a return if you're unsure whether your piece is eligible.