Refund policy

Eella Concept Returns and Exchanges

Returns

If a customer wishes to return one or more items, they may do so within 14 days of receiving the order, provided the products are intact, sealed, complete, and in their original packaging, which must not be damaged, altered, or scratched. The customer must ensure that the returned item(s) reach our facilities within 20 days from delivery.

To exercise their right of return, the customer must contact us via email at geral@eellaconcept.com, specifying the order number. The refund will be processed using the original payment method. Only complete orders may be returned, including products offered as part of any promotional campaign. All products must comply with the aforementioned conditions.

Instructions

To return an item, please follow these steps:

1 - Log in with the email used for the purchase. You must enter the email used for the purchase. After submitting this information, a 6-digit code will be sent to that email, which you must enter.

2 - In your customer account, you will find a page with a list of your orders. You must request the return for the respective order.

3 - After clicking on request return, you must choose the reason and provide the reason for the return in the notes.

4 - Once we receive the return request, you will receive an email with instructions for the return.

Order Cancellation

If you wish to cancel your order before it has been shipped:

  1. Log in with the email address used at checkout. After submitting your email, a 6-digit code will be sent to that address, which you will need to enter.
  2. In your customer account, go to your order list and select the order you wish to cancel.
  3. Click Cancel order and confirm the cancellation.
  4. Once the cancellation is processed, you will receive a confirmation email. The refund will be issued to your original payment method, following the timeframes outlined in the Refund Methods section.

Note: Cancellation is only possible while the order has not yet been shipped. If the order has already been dispatched, please follow the return process below.

Order Return

  1. Log in with the email address used at checkout. After submitting your email, a 6-digit code will be sent to that address, which you will need to enter.
  2. In your customer account, you will find a page listing your orders. Please request a return on the relevant order.
  3. After clicking Request return, select the reason and provide any additional details in the notes field.
  4. Once we receive your return request, you will receive an email with instructions on how to proceed.

Refund Methods

Once your return has been approved, the refund will be processed according to the payment method used at checkout:

  • Credit card — The amount will be returned to the original card. Processing times depend on your bank and may take up to 5 to 10 business days to appear on your statement.
  • PayPal — The refund will be credited directly to the associated PayPal account. Availability depends on PayPal and is typically immediate to 3 business days.
  • Multibanco — You will be asked to provide your IBAN for a bank transfer. Processing times depend on the financial institutions involved and may take up to 3 to 5 business days.


Note: The timeframes indicated are estimates and are beyond EELLA CONCEPT's control, depending solely on the financial institutions and payment platforms involved.

Return Conditions

All returned items are subject to inspection. Returns will not be accepted for products that show:

  • Signs of use or wear
  • Damage, scratches, or alterations from the described condition
  • Missing original packaging, tags, or included accessories

If an item is received in violation of the above conditions, the customer will forfeit the right to a refund and will have 10 business days to collect the item(s) from our premises, with collection costs at their own expense.

Return Shipping Costs

  • EELLA CONCEPT's responsibility (e.g. damaged item or incorrect shipment) — return shipping costs are fully covered by us.
  • Customer's responsibility (e.g. change of mind) — shipping costs are the customer's responsibility. The refund will cover the value of the product(s) only, provided they are returned in perfect condition.

Exchanges

EELLA CONCEPT does not offer direct exchanges. Given the unique nature of each piece in our catalog, we invite customers to:

  1. Request the return of the item and a refund.
  2. Place a new order for the desired piece.