Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn and unused. You’ll also need the receipt for proof of purchase.
To start a return, you can contact us at ellieandshell@collingcreations.com. Please note that returns will need to be sent to the following address:
PO Box 213, Guthrie Center, IA 50115
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be eligible for a refund. Unfortunately, we cannot accept returns on sale items or gift cards.
You can always contact us for any return question at ellieandshell@collingcreations.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right!
At Ellie & Shell, we believe in the quality of our craftsmanship and products. However, sometimes life happens and your zipper breaks. That's ok! Within 30 days of purchase, if one of the following things occurs to your product, please email us at ellieandshell@collingcreations.com. We would love to repair your product for you! We will send you a return shipping label via email, and once we receive your item, we will repair it for you as soon as possible! Shipping and repair times vary by the state of your item, so please allow 10-15 business days for us to repair and return your item.
Qualifying Circumstances:
Problem with your zipper: the seams attaching the zipper come undone, the zipper breaks, or the zipper pull comes off.
Problems with the seams: the seams along the outside of the bag come undone, or the seams on the lining come undone.
Problems with the fabric: a major tear occurs unintentionally.
**Disclaimer**
We use 100% cotton fabric, meaning over a long period of time, the fabric will eventually wear, just like your old t-shirts and sweatshirts. However, if something occurs within the first 30 days of purchase, we will happily repair or replace your item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Since each Ellie & Shell product is 100% unique, we cannot guarantee that you will be able to receive an identical item to the one you returned, or an item of the same fabric collection. Because we use the fabric we have on hand to the fullest, keeping our waste to a minimum, we cannot guarantee that we will have that same fabric available to replace the item you returned.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded the full purchase amount on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ellieandshell@collingcreations.com.