Politique de remboursement
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, in its original packaging, and with all original tags attached — including the 360-ID security tag. If this tag has been removed, we could reserve the right to decline the return. Your item must also be returned in its original handmade box, undamaged. As each box is individually crafted by hand by our artisans, it is considered part of the product. We reserve the right to decline any return that is incomplete, shows signs of wear, or has been returned in a damaged or condition.
To start a return, please contact us at Atelier@evitaellis.com with the following information before shipping:
- First and last name
- Order number
- Reason for return (optional)
- Product reference number
Please note that returns will need to be sent to the following address:
EVITA ELLIS C/O MAIL BOXES 3451
Via Nomentana, 681/D, 00141 Roma RM
Return shipping costs are the responsibility of the customer. We strongly recommend using a trackable shipping service. If you choose to return without tracking, the shipment is entirely at your own risk and we cannot be held responsible for parcels lost or damaged in transit.
If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any questions at Atelier@evitaellis.com.
Damages and issues
Please inspect your order upon reception and contact us within 24 hours of delivery if the item is defective, damaged, or if you receive the wrong item. Please include your order number and photos of the damage when getting in touch so we can evaluate the issue. Please note that your statutory rights under EU consumer law remain unaffected regardless of this window.
Exceptions / non-returnable items
Bespoke and customised products — including special orders or personalised items — are exempt from the right of withdrawal in accordance with Article 16(c) of EU Directive 2011/83/EU and therefore cannot be returned or exchanged. If you are unsure whether your order qualifies as bespoke, please contact us before purchasing.
Unfortunately, we also cannot accept returns on sale items or gift cards.
Exchanges
To exchange an item, return your original purchase and place a new order once the return has been approved
European Union — 14-day cooling off period
If you are based in the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with all original tags intact — including the 360-ID security tag — and in its original packaging, including the original handmade box undamaged. You'll also need the receipt or proof of purchase. Please note that bespoke and customised orders remain exempt from this right as outlined above.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at Atelier@evitaellis.com.