Returns & Refunds

1. Return window

You have 7 days after delivery or receipt to request a refund or exchange. Please email us within that window so we can help while details are fresh.

2. Trust-first try-on

Underwear fit matters. You may try items on at home to check size and comfort.

• Items that have been worn or tried on can still qualify for a refund or exchange.
• We do not require items to be unworn, unwashed, or sealed for a standard request.
• Please treat pieces reasonably while you decide—this is a trust-based policy built for real try-ons.

3. How to apply

Email sales@ellanook.com within 7 days of delivery with:

• Your order number
• The item(s) and what you need (refund or exchange / reship)
• A short reason (fit, feel, defect, wrong item, etc.)
• Photo or video evidence of the item(s) — this helps us approve quickly

Wait for our reply before sending anything. In most cases you will not need to ship products back.

4. What happens after approval

Normal cases: once we approve your request, we process a refund or arrange a reship / exchange directly. A physical return is not required in the typical case.

If we ever need an item back for a specific case, we will say so clearly in our email and give instructions.

5. Defective, damaged, or wrong item

If an item is defective, damaged in transit, or not what you ordered, email sales@ellanook.com with photos or video as soon as you can.

• Ellanook covers the cost and will reship the correct or replacement item (or refund, if you prefer and we agree).
• You should not pay extra to fix our error.

6. Refunds

Approved refunds go back to your original payment method. Banks and card networks may take a few extra days to show the credit.

Wholesale or small-business orders follow the terms on your quote or invoice when those differ.

7. Shipping & related

For dispatch times, delivery estimates, and address rules, see our Shipping Policy. Questions about a package and a return can go in the same email to sales@ellanook.com.