Refund policy
At Ellory Toys, we want you to be satisfied with your purchase. This Return & Refund Policy explains the conditions applicable to returns and refunds.
1. 14-Day Return Period
You may request a return within 14 days of receiving your order.
To be eligible for a return, the item must be returned in the same condition in which it was received, unused and in its original packaging where applicable.
To start a return, please contact us at contact@ellorytoys.com with your order number and the details of your request.
Returns sent without first contacting our customer support team may not be accepted.
2. Exceptions and Non-Returnable Items
Certain products may not be eligible for return where permitted by applicable law, including:
- Personalized or custom-made products
- Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed
- Products that have been used, damaged, altered, or materially changed after delivery
- Other products that are legally exempt from a right of return
Please contact us if you have questions regarding the eligibility of a specific item.
Nothing in this policy limits any mandatory consumer rights available to you under applicable law.
3. Damaged, Defective or Incorrect Items
Please inspect your order upon delivery and contact us as soon as possible if your item is defective, damaged, or if you received the wrong item.
If the issue is confirmed, we will provide an appropriate solution in accordance with applicable consumer law.
4. How to Initiate a Return
To initiate a return:
- Contact us at contact@ellorytoys.com with your order number and return request.
- Our customer support team will provide the applicable return instructions.
- Package the product securely and send it to the return address provided by our team.
- Once the returned item has been received and inspected, we will notify you regarding the status of your refund.
We recommend using a trackable shipping service when returning an item.
5. Return Shipping Costs
For returns resulting from a change of mind or other circumstances for which Ellory Toys is not responsible, return shipping costs are generally the customer's responsibility, subject to applicable consumer law.
If an item is defective, damaged upon delivery, incorrect, or the return results from an error by Ellory Toys, we will handle the applicable return costs as required by law.
6. Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow additional processing time for your bank or payment provider to credit the funds to your account.
Any original delivery charges will be refunded where required by applicable consumer law.
7. Exchanges
We do not currently offer direct exchanges.
If you would like another product, you may return the eligible item in accordance with this policy and place a new order separately.
8. Order Cancellations
Ellory Toys does not currently offer a separate order-cancellation process through its return system.
If you wish to modify or cancel an order before it has been processed or shipped, please contact us as soon as possible at contact@ellorytoys.com. We cannot guarantee that an order can be cancelled once processing has begun.
This does not affect any statutory cancellation, withdrawal, or return rights that may apply under applicable consumer law.
9. European Union Customers
If you are a consumer located in the European Union or European Economic Area, you may have a statutory right to withdraw from certain distance purchases within 14 days of receiving the goods, without having to provide a reason, subject to the exceptions provided by applicable law.
This policy does not restrict or replace any mandatory rights granted to consumers under applicable law.
10. Contact Us
For questions regarding returns or refunds:
Ellory Toys
Unit 1178A, Westfield London Shopping Centre
Ariel Way, White City
London W12 7HT, United Kingdom
Email: contact@ellorytoys.com
Phone: +44 7523 468 927