Ellos allows returns within 60 days of purchase. You do not need a receipt, but you must return items in original packaging. The return process offers multiple shipping options, some free and some at your expense.
How returns work
To return an item, log in to your account and locate your order number, then choose your return method. You can drop off at a Happy Returns Bar (available at 8,000+ locations within 50 miles of your delivery address), use a FedEx pre-paid label, or mail the item to the Indianapolis distribution center at your own shipping expense. You will also select your refund method during this process: either an e-gift card or your original payment form.
Exclusions and restrictions
Ellos does not accept returns of final sale items, swimwear or intimates without the hygiene liner, gift cards, hemmed or altered items, free gifts, subscriptions or memberships, or items that have been previously returned, cancelled, refused, or unshipped. Heavy items over 70 pounds must be returned individually via FedEx Ground at customer expense. Third-party shipped items (except Dia Shop products) allow 3 to 4 weeks for processing. Items purchased through third-party retailers must be returned through the original retailer.
Refunds
Refund timing depends on your return method. Happy Returns Bar drop-offs receive refunds the same day. FedEx pre-paid label and mail returns take 2 to 3 weeks. If you choose an e-gift card, it is non-expiring and issued via email with no processing fee. Refunds to credit or debit cards carry a $10.99 fee unless you are exchanging. If your entire order was paid with a gift card, you will receive a refund check mailed to your billing address. Rewards certificates are not eligible for refunds.
Frequently asked questions
How long do I have to return something to Ellos?
You have 60 days from purchase to return most items. Exchanges also have a 60-day window.
Do I need a receipt to return an item?
No, you do not need a receipt. However, you must have your order number to start a return through your account.
Can I return items in-store if I ordered online?
Yes, Ellos accepts in-store returns for online orders.
What does the Happy Returns Bar cost?
Happy Returns Bar drop-offs are free. A QR code is required, and the bar must be within 50 miles of your delivery address. You will receive your refund the same day.
What is the fee for returning by credit card?
A $10.99 fee applies when you request a refund to your original credit or debit card. This fee does not apply if you are exchanging the item or if you choose an e-gift card refund instead.
Can I return swimwear or underwear?
Swimwear and intimates cannot be returned if the hygiene liner is missing.
What should I do if my item arrived damaged or defective?
Contact Ellos customer service directly for return instructions. Do not use the online return portal for damaged or defective items.