At Eva & Ella Boston, we want you to feel confident when shopping with us. We understand that sometimes an item may not be quite right, and we’re always happy to help find the most suitable solution.
If you’re unsure about anything, please contact us first at info@evaellaboston.com.
How We Operate
Eva & Ella Boston works with a carefully managed fulfilment network. To keep our collection flexible and avoid unnecessary excess inventory, we do not hold large quantities of every item ourselves.
Some orders may therefore be prepared and dispatched through one of our trusted fulfilment partners.
All approved returns must be sent to the designated return address provided by our customer service team. Please do not send a return to any address before contacting us.
30-Day Return Period
You may request a return within 30 days of physically receiving your order by contacting:
Please include:
- Your full name
- Order number
- The item you wish to return
- A brief reason for the return
Once your request has been reviewed and approved, we’ll send you the correct return instructions and return address.
A return request can only be submitted after the order has been delivered.
Return Conditions
To qualify for a return, items must be:
- Unused
- Unwashed
- Undamaged
- In their original condition
- Returned with all original tags and labels attached
You are welcome to try an item on, but it must not show signs of wear or use.
For hygiene reasons, certain items such as underwear, swimwear and jewellery cannot be returned once opened or used.
We strongly recommend checking the product description and size guide before ordering. If you’re unsure about sizing, you can always contact us before placing your order.
Sale Items
Items purchased during our Revival Sale may still be eligible for return under our Return Policy.
The same return conditions apply, and we ask that you briefly explain the reason for your return when contacting us.
Return Shipping Costs
For returns relating to:
- Incorrect sizing
- Personal preference
- Unwanted items
- Change of mind
the customer is responsible for the return shipping costs and any associated customs, import or handling charges where applicable.
Once your return is approved, we’ll provide the correct return address and instructions.
We strongly recommend using a tracked shipping service and keeping your proof of shipment until your return has been completed.
Returns sent without approval or to an incorrect address may not be accepted or processed.
Alternative Solutions
We understand that international or long-distance returns can sometimes be costly or inconvenient.
Where appropriate, we may be able to offer an alternative solution, such as:
- A replacement
- An exchange
- Store credit
- A discount toward a replacement or new order
- Another suitable resolution
- A partial refund where appropriate
Any alternative solution will always be discussed and confirmed with you by email first.
Please contact info@evaellaboston.com before returning an item.
Incorrect, Damaged or Defective Items
If your order arrives damaged, defective, incorrect or otherwise has a product-related issue, please contact us within 14 days of delivery.
Please include:
- Your full name
- Order number
- A clear description of the issue
- Clear photographs showing the problem
This allows our team to properly review what happened and provide the most appropriate solution as quickly as possible.
We’ll personally review your request and guide you through the next steps.
Refunds
Refunds are issued once the returned item has been:
- Received at the designated return facility
- Inspected
- Approved
Once approved, your refund will be processed within 14 days to the original payment method used for the purchase.
Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
Any original shipping charges, where applicable, are non-refundable unless otherwise required by law.
Order Cancellations
We begin preparing orders shortly after they are placed.
If you need to cancel your order, please contact us within 1 hour of placing your order at:
After this 1-hour window, your order may already have entered the fulfilment process and cancellation can no longer be guaranteed.
If we’re unable to cancel your order in time, you may still request a return after receiving it in accordance with this Return Policy.
Order Changes & Address Corrections
If you notice an error in your shipping address or need to request a change to your order, please contact us as quickly as possible.
Address corrections should be requested within 24 hours of placing your order.
We’ll always do our best to help, but once an order has entered fulfilment or has been dispatched, we cannot guarantee that changes are still possible.
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Delivered Packages
Eva & Ella Boston cannot be held responsible for packages where the carrier’s tracking confirms successful delivery to the shipping address provided by the customer.
If you believe your package has been incorrectly marked as delivered, please contact us and we’ll help you review the available tracking information.
Pickup Points & Parcel Lockers
If your order is delivered to a pickup point or parcel locker, it is your responsibility to collect it within the timeframe specified by the carrier.
If a package is returned because it was not collected in time, any additional shipping or re-shipping costs may be the customer’s responsibility.
Need Help?
If something isn’t right with your order, please contact us before taking any further steps.
We believe good customer service should feel personal, clear and reassuring, and we’ll always do our best to help you find the right solution.
Eva & Ella Boston
info@evaellaboston.com