Here at Elle By L CO  we ensure that our hair is the best quality for our customers. We are dedicated to providing quality products for our customers all over the world. Our 100% Top virgin hair has been thoroughly tested to assure great quality and standards. We guarantee countless wears and endless styles with our hair. Before ordering on www.Ellebylco.com, we recommend reading all the policies below to familiarize yourself with our process. 

• Order Cancellation Policy and Process

Any physical item purchased on our online store is eligible for cancellation and will be fully refunded minus restock fees up to 24 hours after the date of purchase located on order confirmation email. In this scenario, fees are only levied if the order was placed using a buy now pay later payment options (see fees description and amount on Return section below) 

If the cancellation request is obtained after 24 hours of date of purchase, a flat 25% restocking fee will be charged for all returned or cancelled requests (more information in our Return and Exchange Policy below). 

Steps to cancel your order (no later than 24 hours after purchase). Order cancellations are only initiated and accepted via email.

1. Locate the order number (example: 72114) sent to your email or phone number upon purchase on our website.
2.  Send us an email to Ellebylco@Gmail.com with the SUBJECT: Cancel Order: XXXXX (Write your order number here). 
3. Upon receipt of your email, we’ll contact you within 48 - 72 hours and proceed to refund your order.
4. Cancellation requests received after 24 hours of purchase date will be automatically levied a 25% restock fee.

 

RETURNS 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Ellebylco@gmail.com and follow the Return and Exchanges Policy/Process. 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 accepted. 

• Items deemed not as Described 

 We take multiple pictures and videos of items posted on our website including, detailed descriptions to ensure that an informed purchase is made by our customers. Additionally, we offer a concierge service for our customer to ask questions before committing to a purchase. However, if you believe that the item you received is not as described, please follow the policy below:

1. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and correct it. 
2. Please contact Ellebylco@gmail.com no later than 48 hours from the carrier delivery date to notify us of the issue to be eligible for a refund.  Additionally, due to sanitary precautions related to the current COVID-19 pandemic and to protect the health of our employees, all items must be in its original packaging in order for the refund to be granted.
   For example, if the tracking number shows the delivery date as 10/10/2021 at 2:00 pm, you have until 10/13/2021 at 2:01 pm to contact us regarding the issue in order to start the refund process. All communications received after that date will not be accepted. The customers must provide evidence regarding the issue. Evidence can be a video or a picture of the issue noted. Upon submission of evidence, Elle By L Co is to determine the resolution process. If Elle By L Co determines that a return is warranted, the normal process for a return related to "item received is not as described" is the following:
3. Take a picture/ video of the item in its original packaging (item must be in its original packaging) and send it to Ellebylco@gmail.com
4. Upon confirmation of the original condition of the item, a return shipping label will be sent to the customer
5. Upon receipt of the item, please allow 7 business days for our team to double-check the condition of the item purchased and process a refund 
6. For a refund to be processed, the item needs to be in its original packaging, unworn and unused
7. If the item is in its original condition/package, Elle by L Co will issue a full refund minus restock fees within 7 business days from the delivery date noted on the shipping carrier tracking number
8. The customer will receive a notification email regarding the refund. It takes an additional 7 to 10 business days for the refund money to be reflected in your bank account
9. No refund will be made if the hair has been altered, used, or is not in the original package.
10.  A flat 25% restocking fee will be charged for all returned items. Shipping fees are not refunded. 

 Due to the nature of our products and to follow CDC Guidelines related to the COVID-19 pandemic, any issues related to products received must be communicated no later than 48 hours after date of delivery. To communicate the issue, we require that a detailed explanation of the issue is sent via email including videos and pictures evidence. In some cases, we also require that the item be returned to us for further analysis. If upon investigation, we confirm that the item was defective or damaged prior to shipment, we will perform a full refund or exchange the product at no additional cost to the customer.  This policy is only applicable to physical products purchased on Ellebylco.com

• General Refund Policy 

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 on your original payment method. Please remember that refund are reflected in your account within 7 - 10 business days.

• Shipping Issues

This policy is only applicable to third party carriers. Elle By L Co is not responsible/liable for items misplaced or lost by third-party carriers. In order to mitigate the risks related to shipped orders, the client bears the sole responsibility of losing items if shipping rates with Insurance are not purchased at checkout. If the shipping rate with Insurance was purchased at checkout, Elle By L Co orders will be insured for the full value of the purchase minus fees. If an insured order is lost or stolen by third party shipping carriers, a full refund minus fees is processed and ONLY if all the following criteria are met:

1.  Customer did not incorrectly enter shipping address at the time of purchase
2.  Customer address is in secured area and delivery instructions have not been updated
3. A claim is accepted by the shipping carrier for the entire value of the purchase 
4. Entire value of the purchase has been reimbursed to Elle By L Co by the third party shipping carrier
5. Time frame to receive a complete refund is fully dependent on the specific carrier claims resolution process. Please refer to the carrier website to understand their policies and procedures around the claims resolution process and timeline.

• Exceptions / non-returnable items

All items purchased on sale or with promotional codes are FINAL . Unfortunately, sale items cannot be refunded. Gift Card are also non-refundable. Please note the following exceptions to our return and refund policy:

1. Discounted items are final and cannot be returned or exchanged
2. Returned items must have tags still on and be returned in original product packaging
3. Returned items must have no visible signs of wear or use

• Shipping and Order Processing Delays

This policy pertains to shipping and order processing delays. 

1. Due to our rigorous quality control processes, unexpected shipping delays may occur and change the processing time described under each product. When these instances occur, all orders affected by the delay are automatically upgraded to the fastest shipping speed. For US customers, shipping is upgraded to one-day shipping speed and for international orders, the fastest shipping option is selected. Customers are informed of delays via email
2. Our priority is to ensure that processing time is respected; however, customers may experience shipping delays due to the increased amount of orders during the holiday season. Customers are informed of delays via email.

Order drop offs to third parties carriers are processed within 24 - 48hrs from tracking date. For instance, UPS drop offs are processed in bulk therefore, please allow 24 - 48hrs from shipment confirmation date for tracking to be updated in the UPS system. DHL drop offs tracking are updated within 24 hours of shipment confirmation date.