Returns and Refund Policy

RETURNS AND REFUND POLICY

Last updated: August 22, 2026

At Ella Monterey, we want you to feel comfortable shopping with us. This policy explains how returns, refunds, exchanges and our 30-day money-back guarantee work for purchases made through ellamonterey.com.

30-DAY MONEY-BACK GUARANTEE

We offer a 30-day money-back guarantee. If you are not happy with your order, or if something is not quite right, contact us within 30 days of receiving it and we will make it right.

To start a return, email info@ellamonterey.com and include:

1. Your full name
2. Your order number
3. The email address used to place your order
4. The reason for the return
5. Clear photos, if the item is damaged, faulty or incorrect

We will reply within 1-2 business days with your next steps.

PLEASE CONTACT US BEFORE SENDING ANYTHING BACK

All returns must be authorized by us in advance. If you send an item back without authorization, we have no way to identify your package on arrival, and we may not be able to process your refund.

Once your return is approved, we will email you the correct return address and instructions. Depending on the item, the return address may be located outside the United States.

In many cases we do not need the item back at all. If we can resolve your issue from the photos and order details you provide, we will simply refund or replace the item and tell you to keep or dispose of the original. We will always tell you before asking you to ship anything.

DAMAGED, FAULTY, INCORRECT OR MISSING ITEMS

If your item arrives damaged, faulty, incorrect or incomplete, contact us as soon as possible at info@ellamonterey.com with your order number, a description of the issue and clear photos of both the item and its packaging.

In these cases you will never be asked to pay return shipping. We will send you a prepaid return label, arrange collection, or confirm that no return is required. You are entitled to a replacement or a full refund, including any shipping you originally paid, at your choice.

CHANGE-OF-MIND RETURNS

If you simply changed your mind, no longer want the item or ordered the wrong size or color, you are responsible for the cost of return shipping. We recommend a tracked service, as we cannot process a refund for an item we cannot confirm was returned.

Before you ship anything back, we will tell you what the return shipping is likely to cost. If the return shipping would cost more than the item itself, we will say so and offer you a better alternative, such as a partial refund or store credit without a return. We will not ask you to spend more on postage than the refund is worth.

We do not charge restocking fees.

CONDITION OF RETURNED ITEMS

To be eligible for a change-of-mind return, the item should be unworn, unwashed, unused and in its original condition, with tags and packaging where possible.

Items showing signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may not be accepted for a change-of-mind return. This condition requirement does not apply to items that are faulty, damaged or incorrect.

ITEMS THAT CANNOT BE RETURNED FOR CHANGE OF MIND

- Gift cards
- Final sale items, where clearly identified as such on the product page
- Personal, intimate or hygiene-related items, once opened or used
- Items that have been worn, washed, used or altered

This list applies to change-of-mind returns only. It never affects your rights if an item arrives damaged, faulty, incorrect or not as described.

HOW AND WHEN YOU GET YOUR REFUND

Once we approve your refund, or once your authorized return has been received and inspected, we will notify you by email and issue the refund to your original method of payment.

We issue refunds promptly and no later than seven business days after approval. Card refunds usually appear on your statement within one billing cycle, depending on your bank or card issuer. The time your bank takes to post the credit is outside our control.

If you cancel an order before it ships, or if we cancel it because we cannot meet our stated shipping timeframe, we will refund you in full without requiring any return.

EXCHANGES

We are happy to arrange an exchange where stock allows. Email us at info@ellamonterey.com with your order number and what you would like instead, and we will confirm what is available.

In practice, the fastest route is often a refund followed by a new order, and we will tell you honestly which option gets the right item to you sooner.

ORDER CANCELLATIONS

If you need to cancel an order, contact us as soon as possible at info@ellamonterey.com. If your order has not yet been processed or dispatched, we will cancel it and refund you in full.

Once an order has been dispatched, we can no longer cancel it, but you can still use the 30-day money-back guarantee once it arrives.

YOUR LEGAL RIGHTS

Nothing in this policy limits or excludes any rights you have under applicable federal or state consumer protection law in the United States, including any implied warranties and any remedies available to you if a product is defective or not as described.

Some states provide additional rights that cannot be waived. Where state law gives you a stronger remedy than this policy, that law applies.

BEFORE YOU FILE A DISPUTE

If something has gone wrong, please give us the chance to fix it first. Email us at info@ellamonterey.com and we will respond within 1-2 business days. We can almost always resolve an issue faster than a bank dispute, which can take your card issuer several weeks to investigate.

CONTACT

Email: info@ellamonterey.com
We respond within 1-2 business days, Monday through Friday.