Refund policy
At Ellen Newyork, we aim to ensure you're satisfied with your purchase. If something isn't quite right, we're here to help. Below you'll find the full details of our Returns & Refunds Policy.
RETURN POLICY OVERVIEW (AT A GLANCE)
| Subject | Policy Detail |
|---|---|
| Return Window | 30 days from the date of delivery |
| Return Method | By mail only (no in-person returns) |
| Return Label (Defective Item) | Provided after approval |
| Return Label (Change of Mind) | Customer responsibility |
| Item Condition | Unused, in original packaging |
| Restocking Fee | 15% on all approved returns (waived for damaged or defective items) |
| Refund Processing | Within 5 business days after inspection (allow 5–10 business days for your bank to finalize) |
RETURNS
Returns are accepted on eligible items within 30 days of receiving your order.
To ensure a smooth return process, we strongly recommend contacting us before sending any items back. Once your return request is reviewed and approved, you will receive confirmation along with return instructions.
Email:
support@ellen-newyork.com
Customers are responsible for return shipping costs unless the item is defective or incorrect. Return shipping costs are non-refundable.
Once your return is received and inspected, refunds are processed within 5 business days, provided all return conditions are met.
Trying on items for fit (as in a retail store) is permitted. If there are visible signs of wear, washing, or damage, a reduction in value may be applied.
Returns must be sent only to the return address provided by our customer service team after approval. Returns sent to any other address cannot be processed.
HOW TO START A RETURN
To request a return, please email support@ellen-newyork.com with:
Your order number
The item(s) you wish to return
The reason for return
Clear photos (required for damaged or defective items)
Your full name and shipping address
You will receive instructions within 24 business hours (Monday–Friday).
DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged or defective, please contact us within 14 days of delivery so we can review and resolve the issue as quickly as possible.
To submit a report, please email support@ellen-newyork.com with:
Your order number
Clear photos of the item and the original packaging
A short description of the issue
Eligible claims submitted within this timeframe may qualify for a replacement, partial refund, or store credit, depending on the circumstances and the evidence provided.
Claims submitted after 14 days from delivery may no longer qualify for a free replacement or refund.
RETURN CONDITIONS
Items must be unused and in the same condition as received
Items must be returned in their original packaging
Proof of purchase is required
NON-RETURNABLE ITEMS
The following items cannot be returned:
Items showing signs of wear, use, washing, or damage
Items returned without original tags or original packaging
Items with broken hygiene seals (underwear, shapewear, and bras are non-returnable once the hygiene seal has been removed)
Personalized or custom-made products
Items damaged through improper use
This policy applies to products currently sold on Ellen Newyork.
RESTOCKING FEE
A 15% restocking fee applies to all approved returns. This fee covers inspection, processing, and inventory handling.
The same 15% restocking fee applies to:
Unopened packages
Parcels refused upon delivery
Parcels left unclaimed and automatically returned to us
Exceptions: The restocking fee may be waived only if the item arrived damaged or defective. Each case is reviewed individually.
EXCHANGES
Exchanges may be offered if you receive the wrong item or an incorrect size.
Please contact us at support@ellen-newyork.com with your order number and a brief explanation. Our team will assist you as soon as possible.
REFUNDS
After inspection, you will be notified whether your refund has been approved or declined.
Approved refunds are issued to the original payment method within 5 business days.
If your refund appears delayed, we recommend:
Checking your bank account
Contacting your bank or card issuer
For further assistance, please contact support@ellen-newyork.com
Please allow 5–10 business days for the refund to be finalized by your bank or payment provider.
The 15% restocking fee, if applicable, will be deducted from the refund. Original shipping costs are non-refundable. Optional insured shipping selected at checkout is non-refundable.
GIFTS
If an item was marked as a gift, a gift card will be issued for the value of the returned product.
RETURN SHIPPING
Return shipping costs are the customer's responsibility unless the item is defective
Return shipping costs are non-refundable
For higher-value items, we recommend using a trackable shipping service or purchasing shipping insurance
Returns are shipped to our central returns warehouse; the customer is responsible for selecting a shipping provider that supports customs clearance, paying any customs duties, taxes, or handling fees, and ensuring accurate customs documentation
Ellen Newyork is not responsible for return parcels that are delayed, rejected, or lost due to customs issues or incorrect shipping methods
ORDER CANCELLATIONS
Orders may be cancelled free of charge within 30 minutes of purchase. Once processing has begun, cancellation requests are no longer guaranteed and may be refused depending on the status of the order.
Approved cancellation requests submitted after the 30-minute window may be subject to an 8% processing fee to cover payment processing, handling, and operational costs already incurred.
After delivery, a return may be requested in accordance with this policy.
HOW DISCOUNTS WORK WHEN YOU RETURN ITEMS
If your order included a promotional discount (such as bundle deals or buy-more-save-more offers) and you return part of your order, your refund may be adjusted.
Discounts are recalculated based on the items you keep, not the items originally purchased. If the remaining items no longer meet the conditions of the promotion, the discount is removed and your refund is recalculated accordingly.
Refunds are always based on the final qualifying order value after returns. A 15% restocking fee may apply, and return shipping costs remain the responsibility of the customer.
STORE CREDIT
In certain cases, store credit may be offered at our discretion.
Store credit is non-refundable and can only be issued once per order.
FAILED DELIVERY OR INCORRECT ADDRESS
If an order is returned due to an incomplete or incorrect address provided at checkout, we may:
Arrange a redelivery once the parcel arrives back at our warehouse and the correct address is confirmed, or
Offer store credit as a gesture of goodwill, depending on the condition of the returned items
If the returned items are not in their original condition, a reduction in value may apply.
POLICY PRINCIPLES
Cost efficiency: Competitive pricing without including return shipping costs
Sustainability: Reduced unnecessary transport helps lower environmental impact
Conscious shopping: Return shipping responsibility encourages thoughtful purchasing decisions
Our goal is to meet and exceed expectations, and our customer service team is always here to help.
POLICY UPDATES
Ellen Newyork reserves the right to update or modify this policy at any time. Changes take effect immediately upon publication on our website.
COMPANY INFORMATION
Trading Name: Ellen Newyork
Legal Entity: SG ECOM GLOBAL LLC
Company Number: 2026-001891894
Business Address (Administrative – not for visits):
63 N Burritt Ave Room 100 East 1014 Buffalo WY, USA
Please note: Ellen Newyork is an online-only store and does not have a physical visitor location.
CONTACT INFORMATION
Email:
support@ellen-newyork.com
Phone:
+1 (415) 873-1663
CUSTOMER SERVICE HOURS
(US Eastern Time – EST)
Monday to Friday: 9:00 AM – 5:00 PM
Saturday to Sunday: 9:00 AM – 1:00 PM