Refund Policy

You have 30 days from the date of delivery to return most items for a full refund. Items must be returned in their original condition, unused, and with all original packaging and tags attached.

To be eligible for a return, your item must be:

• Unused and in the same condition that you received it
• In the original packaging with all tags attached
• Accompanied by the receipt or proof of purchase

Certain items cannot be returned for hygiene and safety reasons:

• Items that have been used or washed
• Intimate or sanitary goods
• Items marked as final sale or clearance
• Gift cards
• Personalised or custom-made items

To initiate a return, please follow these steps:

We recommend using a tracked shipping service as we cannot be responsible for items lost in return transit.

Once we receive your returned item:

• We will inspect the item within 3-5 business days
• If approved, your refund will be processed to your original payment method within 5-10 business days
• You will receive an email confirmation when your refund has been processed
• Please note that your bank or credit card company may take additional time to post the refund to your account

If you would like to exchange an item for a different size or colour, please contact us. The fastest way to get what you want is to return the original item and place a new order for the replacement.

If you receive a damaged or faulty item:

• Contact us within 48 hours of delivery with photos of the damage
• We will arrange a replacement or full refund at no extra cost to you
• Do not dispose of the damaged item until we have resolved your case

If you haven't received your refund after the expected timeframe:

• First, check your bank account again
• Contact your credit card company, as it may take time for the refund to be posted
• Contact your bank, as there is often some processing time
• If you've done all of this and still haven't received your refund, please contact us at hello@leoella.com