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Refund policy

Effective date: 3 May 2026
Last updated: 3 May 2026

The owner and operator of this online store is HTS LLC, a company based in the USA. We do everything we can to make sure you are fully satisfied with your purchase. If a product does not live up to your expectations, however, you will find our detailed returns and complaints rules and procedures below.

1. Standard 30-day returns policy

We offer a 30-day returns policy to all our customers worldwide. This means you have 30 days from the day you receive your parcel to notify us that you wish to return a product.

Conditions for accepting a return

To qualify for a return, a product must be in exactly the same condition in which it was delivered:

  • It must be unworn, unused and intact;
  • It must have all original tags and seals;
  • It must be sent back in its original packaging;
  • Proof of purchase – your order number – is required.

⚠️ Important (cosmetics and hygiene products):
For health and hygiene reasons, cosmetic products that have been opened or unsealed, or whose protective film has been removed after delivery, cannot be returned.

2. How to make a return (step by step)

Our orders are fulfilled and shipped directly from our warehouse in the USA. To make sure your return is processed smoothly and free of charge, please use our dedicated returns system:

  1. Register your return: Go to our returns system and follow the on-screen instructions (you will need your order number and email address).
  2. Download your label: Once your request is approved, the system will generate a free return label with the correct address of our warehouse. The cost of this shipment is covered in full by the store.
  3. Send the parcel: Pack the products securely, attach the generated label to the parcel and send it in line with the system’s instructions.

We are unable to accept or process parcels sent back independently, without using our system and the label we generate.

3. Exceptions and non-returnable products

In line with international regulations and the nature of our business, certain types of goods cannot be returned:

  • Cosmetics and personal hygiene items that have been opened or used;
  • Gift cards;
  • Sale products (applies to customers outside the EU/UK): For customers living outside the European Union and the United Kingdom, products bought in sales marked as Final Sale cannot be returned.

4. Special consumer rights in the European Union (EU) and the UK

If you are buying as a consumer resident in the European Union or the United Kingdom, you have a statutory 14-day right to withdraw from a distance contract without giving a reason; however, under our store’s more generous policy, you have a 30-day return window.

  • Deadline: The period for withdrawing from the contract is 30 days from the moment the goods were received by you or by a third party indicated by you.
  • Refund of delivery costs: If you withdraw from the contract, we will refund the value of the product purchased along with the cost of delivering it to you (excluding any additional costs arising from your choice of a delivery method other than the cheapest standard delivery method we offer).
  • Return shipping cost: To meet our customers’ expectations, Ellemania.com covers the cost of return shipping (sending the goods back to the USA) in full, provided you use our official returns system described in Section 2.
  • Discounted products: Consumers in the EU and the UK have the right to return goods bought in sales and promotions (subject to the general rules on intact condition and unopened cosmetic packaging).
  • Condition of the goods: You are liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

5. Damage, defects and allergic reactions

Please inspect your parcel carefully as soon as you receive it.

  • Defects and damage: If a product is damaged or defective, or the wrong item has been delivered, contact us immediately at return@ellemania.com. Describe the problem and attach photos of the defect – we will put things right at our expense (we will send a replacement or refund the full amount).
  • Adverse reactions (cosmetovigilance): If you have experienced an allergic reaction after using one of our products, please contact us urgently at return@ellemania.com. We treat such reports as a priority and implement the appropriate safety procedures in accordance with the EU Cosmetic Products Regulation (1223/2009).

6. Exchanges

The fastest and most effective way to exchange an item (for example, for a different variant) is to return the product you have via our returns system (Section 2). Once your return is approved, you can place a completely separate, new order in our store.

7. Refunds

Once we have received and inspected your returned parcel at our warehouse, we will send you an email letting you know whether your refund has been approved or declined.

  • Processing time: If the refund is approved, the funds will automatically be transferred to your original payment method within 10 business days. Because returns through our system are free, we do not deduct any return shipping fees.
  • Bank delays: Please bear in mind that your bank or credit card issuer may need a few extra days to post the transaction. If more than 15 business days have passed since your refund was approved, write to us at return@ellemania.com.
  • Customs duties and import taxes: As we are a US company and ship our goods from there, any local customs duties, import taxes or courier fees paid by the customer to the customs authorities in their country on receipt of the parcel are non-refundable by HTS LLC. Only the amount paid directly in our store is refundable.

8. Contact

For all complaints or unusual situations relating to returns, please email our customer service team, quoting your order number or replying directly to your purchase confirmation message – this will speed up the process considerably: