Return policy

Customers can return items purchased at full price for an exchange or refund.

Timeline and Procedures

Customers must notify the store immediately after receiving their package and wish to return the item. *Items must be returned to us within 14 business days after they have been successfully delivered to international customers* (7 business days for domestic customers)

Customers must ship the item back with a tracking number.

Can my order be returned?

If you purchased the item at full price, you can return it.

If the item was purchased at a clearance sale or any promotional code was used at checkout, your item is not eligible for return.

How does it work?

For a refund, you will receive a full refund for the item you paid for.

For an exchange, once we receive your returned item, we will send you a new item in a new size (same product).

Do I need to pay for shipping to ship the item back to Ella Graham, and for Ella Graham to ship the new item back to me?

Shipping back to our headquarters in Thailand is at the customer's expense.

If you want to exchange the item for a different size, we will send a payment link to charge you $30 for worldwide express shipping so that we can send the new item back to you.

NOTE: For first time purchases, we only offer free worldwide express once. If you need to exchange, all shipping costs are at your own expense.

We reserve the right not to refund/exchange.

• Item not received for return

• Item is damaged or in poor condition (which means the item must have our branded paper label and be in our original sealed bag)

• Item has been washed/worn

• Item was purchased in the clearance sale area or purchased using a promotional/discount code or gift card won in a giveaway/challenge

Duties and Import Taxes

Important: If the returned package has customs duties, you will need to pay the taxes after the package enters Thailand before we can take the package back.

If you refuse to pay the taxes, unfortunately we will not be able to accept the package.

Exchange for a different size

Item must be 100% intact (with sealed bag and paper label) when exchanging. We only accept exchanges for items of the same size.

Your item must have been purchased at full price to be eligible for an exchange. You are responsible for shipping the old item back to us and the new item back to you.

Please note that we are not responsible for lost items and therefore strongly recommend that you send your returned item back to us with a tracking number and insurance.

Can you help me track my returned package?

Please note that it is the customer's responsibility to track the package to ensure it arrives safely at our office. No refunds or exchanges will be given without any proof of successful delivery.

Please write to Support@EllaGraham.shop for return instructions and a return address.