Contact

For any customer service requests or inquiries please contact us below:

Call: +12815220303

Email: service@ellenu.com

Physical Address: 4450 Rue Adam, Montréal QC H1V 1T6, Canada

Service Hours: Our support team is available from Monday to Friday 9am - 6pm EST.

Frequently asked questions

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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 service@ellenu.com. Please note that returns will need to be sent to the following address:

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.

You can always contact us for any return question at service@ellenu.com.

Damages and issues
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 make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

Refunds
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@ellenu.com.

All items are eligible for return within 30 days of receipt, provided they are unworn, unused, with tags, and in original packaging. For full details, please see our Return Policy.

Orders are processed within 24–48 hours and shipped via DHL Express with free shipping to the United States. Delivery typically takes 4–7 business days from order placement. You'll receive a tracking number via email once your order ships. For more details, see our Shipping Policy.

We are a luxury boutique offering premium fashion and accessories from prestigious designer brands around the world. Our products are manufactured by these renowned brands in various countries known for their exceptional craftsmanship and quality.

We ship from our warehouses in Italy, Spain, and Ireland to ensure your order arrives quickly and efficiently.

Yes! We offer free worldwide shipping on all orders.