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Return & Exchange Policy

  • We have the best and seamless return & exchange policy in Pakistan so that our customers shop with ease.

Return & Exchange Policy:

  • Customer can Return or Exchange within 30 days of receiving their order. We will ask NO QUESTIONS AT ALL! Yes, you heard that right! This means when you receive the order and if you do not like it, you can always return it to us! But keep in mind the time frame till when you will be eligible to return!
  • If we deliver a faulty or a wrong product, we apologize for that as our hardworking staff are humans at the end of the day and can make a mistake but if this happens, contact us via email and we will deliver the correct product or provide you with an option to return or exchange as soon as possible.

Conditions for Return & Exchange:

  • Return or Exchange is applicable only if the product is unused, price tag is intact and the purchase receipt is with the customer.
  • Return or Exchange due to change of mind is NOT applicable on the following items:
  • Stitched or Tailor-made Fabric
  • Undergarments & Lingerie

Procedure:

  • Customer can drop an email at help@ellena.pk and share their Order ID with us, what they want to exchange or return, and we will make sure this process is seamless.
  • If the Customer wants to return or exchange due to change of mind, then shipping charges will be borne by the customer but if we make a mistake in sending the wrong product, then the customer will not have to pay anything for it and we will take care of everything.
  • Refund and Exchange are subject to inspection once we have received the products. Damages due to neglect, improper usage or application will not be covered under our Policy.
  • Once the customer is eligible, they can choose between:
  • If the customer wants to return it and receive a refund, then we will reimburse them via Easypaisa, Jazz Cash or Bank Transfer. We do not offer Cash Returns.
  • In case of an exchange, Customer can place a new order and share that ID with us, and we will remove the shipping charges if the item was returned due to fault or if it was wrongly delivered by us.

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