Return Policy
Important
Please read our Return Policy carefully before placing your order.
By completing a purchase with Eva & Ella Boston, you agree to the terms outlined below. Your statutory consumer rights remain unaffected.
Returns
Return Deadline
You have 30 days after receiving your order to request a return.
If more than 30 days have passed since delivery, we may no longer be able to offer a refund or exchange, unless otherwise required by applicable law.
Return Conditions
To be eligible for a return, the item must be:
- Unused
- Unwashed
- Undamaged
- In the same condition in which you received it
- Returned with all original tags and labels attached
- Returned in its original packaging where reasonably possible
You are welcome to try an item on, but it must not show signs of wear or use.
Exceptions
For hygiene reasons, certain products cannot be returned once opened, worn or used.
This may include:
- Underwear
- Lingerie
- Swimwear
- Tights
- Jewellery
- Certain personal care or hygiene products
This does not affect any rights you may have if an item is defective or incorrect.
Starting a Return
If you wish to return an item, please contact us first at:
Please include:
- Your full name
- Your order number
- The item you wish to return
- Your reason for the return
- Your contact details
- Clear photographs if the item is damaged, defective or incorrect
Once your return request has been reviewed and approved, we will provide you with the correct return instructions and designated return address.
Please do not send your return before receiving approval and return instructions from our customer service team.
Return Shipping Costs
Customers are responsible for return shipping costs for returns relating to:
- Incorrect sizing
- Change of mind
- Personal preference
- Unwanted items
Depending on where your order was fulfilled, the designated return address may be located outside your country of residence.
Any applicable return shipping, customs, import or handling charges are the responsibility of the customer unless otherwise required by law.
We strongly recommend using a tracked shipping service and keeping your proof of shipment until your return has been completed.
Eva & Ella Boston cannot guarantee reimbursement for return packages that are lost before reaching the designated return facility.
Refunds
Once your returned item has been received and inspected, we will notify you by email whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
We aim to process approved refunds within 14 days after the return has been received and approved.
Please note that your bank, card provider or payment provider may require additional time before the funds appear in your account.
Original shipping charges, where applicable, are generally non-refundable unless otherwise required by law.
Delayed or Missing Refunds
If you have been notified that your refund has been processed but you have not yet received it, please first check with your bank or payment provider.
Processing times may vary between financial institutions.
If you still have not received your refund after the expected processing period, please contact us at:
Defective, Damaged or Incorrect Items
If you receive a product that is damaged, defective or different from what you ordered, please contact us as soon as possible.
Please send:
- Your order number
- A description of the issue
- Clear photographs of the item
- Clear photographs of the packaging where relevant
After reviewing your request, we will provide an appropriate solution.
Depending on the circumstances, this may include:
- A replacement
- A refund
- Another suitable resolution
If a replacement is provided and the replacement also arrives defective or incorrect, we will review the case and provide an appropriate resolution, which may include a full refund.
Order Cancellations
We begin processing orders within 1 hour of purchase.
If you wish to cancel your order, you must contact us within 1 hour of placing your order at:
After this 1-hour period, your order may already have been processed or entered the fulfilment process and can no longer be guaranteed to be cancelled.
If your order can no longer be cancelled, you will need to wait until it has been delivered and then submit a return request in accordance with this Return Policy.
Order Changes
If you notice an error in your order or shipping address, please contact us as quickly as possible.
We will always do our best to assist, but once an order has entered processing or fulfilment, changes may no longer be possible.
Customers are responsible for providing accurate order and delivery information at checkout.
Questions
If you have any questions about your return, refund or cancellation, please contact our customer service team at:
Eva & Ella Boston
info@evaellaboston.com