Refund & Returns Policy:
Handmade with Love
Each Ethereaell piece is handmade to order — crafted with care and intention. Because of the nature of our made-to-order and custom pieces, we do not offer returns, refunds, or exchanges for change of mind, incorrect sizing, or colour preference.
Faulty or Damaged Items
We want you to love your Ethereaell piece. If your order arrives damaged or faulty, please contact us within 7 days of delivery at ellie@ethereaell.com with clear photos and your order number.
We’ll assess the issue and offer a repair, replacement, or refund where applicable.
If the damage occurred during shipping, we’ll help you lodge a claim with the postal carrier and do our best to assist you in resolving it. However, Ethereaell cannot be held responsible for faults or damage caused by the shipping company once the parcel has left our studio.
If the item is confirmed to be faulty, we may request that it be returned to us for inspection before a repair, replacement, or refund is issued.
Return postage costs are the responsibility of the customer. If the fault is confirmed to be due to our workmanship, your postage cost will be reimbursed and we’ll cover shipping for your replacement.
We’ll always do what we can to make sure your piece reaches you safely and beautifully.
Custom & Pre-Order Items
All custom and pre-order pieces are final sale. These are made especially for you and cannot be cancelled once production has begun.
Cancellations
If you need to cancel your order, please contact us within 24 hours of purchase.
If your order has already been packed or shipped within that time, it can no longer be cancelled or refunded.
Once production or dispatch has begun, the order is considered final.