Returns & Exchanges Policy

At The Ella Jacobs, we want you to feel confident and beautiful in every piece you purchase. If something isn’t quite right with your order, we’re happy to assist with an eligible exchange or replacement in accordance with the policy below.

1. Return Window

You must contact us within 3 days of receiving your order to request a return or exchange. Requests made outside this period may not be accepted.

2. Eligibility for Returns and Exchanges

To qualify for an exchange or replacement, the item must meet the following conditions:

• The item must be unworn, unwashed, and unaltered.

• All original tags must remain attached.

• The item must be returned in its original packaging.

• Items must be in their original condition, free from stains, damage, perfume, or signs of use.

Please try on your item before removing any tags. Items that do not meet these conditions may not qualify for an exchange or replacement.

3. Wrong Size, Colour, or Item Received

If you receive an incorrect item, colour, or size due to an error on our part, please contact us within 48 hours of delivery.

You will be required to provide your order number and clear photos or a video showing the issue. Once the issue has been verified, we will arrange a replacement with the correct item, subject to availability.

Where the error is ours, The Ella Jacobs will cover the necessary delivery or collection costs associated with the replacement.

4. Size Exchanges

If you wish to exchange an item for a different size, we can assist subject to stock availability and compliance with our return conditions.

One free size exchange is available per order. If a second exchange is requested for the same order, the customer will be responsible for the applicable delivery costs.

Please note that an exchange is not guaranteed if the requested size or item is unavailable.

5. Items That Do Not Qualify

We reserve the right to decline an exchange or replacement if:

• The item has been worn, washed, altered, or damaged after delivery.

• Original tags have been removed.

• The item has been returned without its original packaging or is not in its original condition.

• The request is submitted outside the stipulated return window, except where otherwise required by applicable law.

6. Return Delivery Costs

For exchanges requested because of a customer’s size preference or other non-fault-related reasons, the customer is responsible for the cost of returning the item and any applicable delivery charges for the replacement.

Where the wrong, faulty, or damaged item was supplied due to an error on our part, we will cover the necessary return and replacement delivery costs.

7. How to Request an Exchange

To begin the process:

1. Contact us via WhatsApp on +233 55 403 9570 or email theellajacobs22@gmail.com within the applicable timeframe.

2. Provide your order number and a clear photo or video of the item.

3. Explain the reason for your exchange or replacement request.

4. Wait for confirmation from our team before sending the item back. We will provide the appropriate return address or collection instructions.

Please do not send items back before receiving confirmation from our team.

8. Exchange and Replacement Processing

All returned items must be inspected before an exchange or replacement is approved. Once approved, we will communicate the next steps and arrange the replacement, subject to availability.

If the requested replacement is unavailable, our team will contact you to discuss the available alternatives.

9. Important Notice

By placing an order with The Ella Jacobs, you acknowledge that our exchange and replacement policy applies to eligible requests. This policy does not limit any rights you may have under applicable consumer protection laws.

For further assistance, please contact our customer service team.

The Ella Jacobs — Timeless Style. Effortlessly Yours.