Return Policy

Welcome to Ellexo Shop! We strive to provide you with the best shopping experience. At our core, we are committed to delivering an unparalleled customer experience. Every interaction, from browsing our products to the final delivery, is exactly crafted to exceed expectations. However, in the rare instance where issues arise with an order, we prioritize swift resolution while upholding our standard policies. These policies aren't just about maintaining order; they're designed to safeguard customer satisfaction and prevent fraudulent activities. Adhering to these protocols demonstrates our unwavering dedication to ensuring customers feel valued, supported, and delighted with their experience. Please review our return policy carefully to ensure smooth transactions.

Dispute Resolution

All disputes must be initiated through Ellexo Shop. Failure to do so may result in the permanent blocking of your account. We greatly appreciate your cooperation in providing:

  • Photos or videos demonstrating any damaged items to support your claim.
  • Screenshots of emails or disputes received, including names, dates, and content, as evidence of the complaint.
  • Products may need to be returned to Ellexo Shop upon request by our Dispute Team.

Orders Not Received

At Ellexo Shop, customer satisfaction is a priority, and we aim to promptly address any issues regarding undelivered orders.

  • If the tracking information confirms delivery but the client claims non-receipt, Ellexo Shop will not process refunds or resends. However, in cases of non-receipt, customers must obtain a non-delivery certification from the local post office with an official seal for further investigation.
  • If the tracking information displays an alert status indicating potential delivery issues such as incorrect address, insufficient address, or other reasons listed below, Ellexo Shop will thoroughly investigate the matter:

    • Incorrect/insufficient address.
    • No such number.
    • Unknown recipient.
    • Refused.
    • Failure to pick up in time.
    • No safe delivery location.
    • Uncleared customs.
    • Others.

Products Damaged

At Ellexo Shop, we recognize the importance of receiving products in perfect condition. Here's how we handle damaged items:
  • Ellexo Shop offers a full refund or replacement for products that arrive significantly damaged.
  • For products that arrive partially damaged (excluding minor issues like loose threads, slight wrinkles, or small scratches), Ellexo Shop provides a partial refund or replacement.

Notes:

  • We highly recommend requesting a refund for fragile products that arrive damaged.
  • Due to long-distance international delivery, Ellexo Shop cannot offer refunds or other after-sale services for damaged packaging boxes.
  • Customers are advised to report complaints or open disputes within 10 days of receiving their packages, particularly for electronic products.

Incorrect or Missing Products

At Ellexo Shop, we pride ourselves on strict quality control processes. Here's how we handle incorrect or missing products:
  • For incorrect products, Ellexo Shop offers a full refund or replacement.
  • In cases of products with the wrong color, size, or other non-functional discrepancies, Ellexo Shop will refund or resend the product upon receiving a screenshot of your complaint, including name, content, and date.
  • If parts are missing but don't affect the product's functionality, Ellexo Shop may offer a partial refund or resend the missing parts. If the missing parts affect the product's functionality, Ellexo Shop will resend the entire product.
  • For missing accessories, Ellexo Shop will promptly resend the necessary accessories.

Notes:

  • In case of a size issue, Ellexo Shop would appreciate accurate product measurements according to the correct method and a photo of the measurement to expedite dispute resolution.

Order Cancellation

At Ellexo Shop, we understand that circumstances may arise requiring order cancellations. Here's our policy:

  • Full Refund Before Processing: Ellexo Shop offers a full refund for orders canceled before processing in our warehouses.

Return Requirements for Eligible Items

Clothing (Including Wedding Dresses, Suits, etc.)

  • To be eligible for return, clothing items must be in pristine condition: unworn, unwashed, undamaged, and unaltered.
  • Ensure that all original tags, including any hygiene stickers, are still attached.

Human Hair Wigs

  • Wigs must be returned to a new state with the original tags intact.
  • Any signs of washing, bleaching, cutting, or alterations will render the item ineligible for return.

Shoes, Bags & Luggage

  • These items must be returned in their original condition, unworn and undamaged.
  • Please include the original branded boxes and all accessories (such as shoe buckles, shoelaces, and dust bags).
  • Shoes should only have been tried on a soft, clean surface to be considered for return.

Electronics

  • Any electronic items, such as earphones, smartwatches, or watches, must be returned unused and in their original packaging.

All Other Categories

For items not falling into the above categories:

  • They must be returned unused, unaltered, and unwashed, with all tags attached and in their original packaging.

Non-Returnable Items

Certain items cannot be returned or exchanged:

  • This includes bodysuits, lingerie, jewelry, and other items noted as non-returnable on the product page.
  • Free gifts and customized items also fall under this category.

Quality Check for Returns

  • Upon receiving a returned item, we conduct a thorough inspection and/or test to ensure it meets our return criteria.
  • If the item passes inspection, we will issue a refund.
  • Should the item not meet the return requirements, we will reject the return and refund.

Return Shipping Fee

  • Your first return package is free, and we provide a Return Label for your convenience.
  • If you need to make additional returns from the same order, a $7.99 shipping fee will be deducted from your refund.
  • Items from different orders can be returned together if they meet the conditions for combining labels.

We strive to make the return process as seamless as possible while maintaining high standards for quality and customer satisfaction. If you have any questions or concerns regarding returns, please don't hesitate to contact our Customer Service team.

Unacceptable Disputes

Ellexo Shop shall not accept any unreasonable disputes, including but not limited to:

  • The buyer does not like it.
  • The product description is not accurate.
  • Products smell unusual.
  • The buyer ordered the wrong items or SKU.
  • Incorrect shipping address provided.
  • Product differences were negotiated in advance.
  • Tracking information deleted by logistics companies or local post offices.
  • In some cases, packages are returned/discarded/detained due to the consignee's failure to comply with customs clearance under certain countries' foreign trade policies.

Ellexo Shop always strives to offer the best service. If you have any other questions, please feel free to contact us.

Refund Process

Your request will be processed within 5 business days after we receive your return. The refund will be issued to your Ellexo Shop or the original payment account, as per your request.

Additional Notes

  • Please don't send returns to the address on your package, as it's not the return address and may delay processing.
  • If you receive a damaged or defective item, contact info@ellexoshop.com within 24 hours for a Free Return.