Refund policy

At Ellis Row, we want every order to feel simple and straightforward from the moment you place it.

If you have any questions about your order, shipping, delivery, or return, contact us at contact@ellisrowbags.com.

Shipping

We ship worldwide with tracked shipping.

We offer free shipping on all orders over $120 USD.

Orders are generally processed and dispatched within 24 to 48 hours.

Once your order has shipped, you will receive a confirmation email with tracking information.

Delivery Times

North America

After receiving your shipping confirmation, most orders are delivered within approximately 4 to 8 business days.

United Kingdom, Europe & International Orders

After receiving your shipping confirmation, most international orders are delivered within approximately 4 to 8 business days.

Delivery times are estimates and may occasionally be affected by carrier delays, local delivery conditions, weather, or other circumstances outside our direct control.

If your order has not arrived within the expected timeframe, please allow up to 5 additional business days before contacting us.

For assistance, email contact@ellisrowbags.com.

Customs & Import Fees

Ellis Row covers applicable customs and import fees associated with your order.

You should not be required to pay additional customs or import charges upon delivery.

If you are unexpectedly asked to pay an import charge related to an Ellis Row shipment, please contact us at contact@ellisrowbags.com before making payment so we can review the situation.

Order Changes & Cancellations

If you need to cancel or modify your order, contact us as soon as possible at contact@ellisrowbags.com.

We begin processing orders quickly, so changes or cancellations cannot be guaranteed once an order has entered processing or has been dispatched.

If your order has already shipped, you may request a return after delivery in accordance with the return policy below.

Returns

We accept eligible returns within 30 days of delivery.

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

unused
unworn
in its original condition
returned with its original packaging and any included accessories

Approved eligible returns receive a full refund to the original payment method.

Returns are available for eligible domestic and international orders placed through ellisrowbags.com.

To request a return, email contact@ellisrowbags.com within 30 days of delivery and include:

your order number
the item you would like to return
the reason for the return

Please do not send a return before contacting us and receiving return instructions.

Return Shipping

Unless the item arrived damaged, defective, or incorrect, customers are responsible for the cost of returning the item.

Return shipping costs are non-refundable.

We recommend using a tracked shipping service when returning an item.

Ellis Row is not responsible for return parcels that are lost before reaching the designated return address.

Original & Expedited Shipping Charges

Standard shipping included with an eligible order is not deducted from an approved refund.

Any expedited or upgraded shipping charges are non-refundable.

Non-Returnable Items

The following items may not be eligible for return:

items that have been used or worn
items returned outside the 30-day return period
items damaged after delivery through misuse, improper storage, or improper care
products missing original packaging or included accessories
gift cards
personalized or custom-made items, if offered

This does not limit any rights you may have under applicable consumer protection law.

Refund Processing

Once your return has been received, it will be inspected before the refund is approved.

If approved, the refund will be issued to the original payment method.

Please allow up to 14 business days after approval for the refund to be processed.

Your bank, credit card company, or payment provider may require additional time before the refund appears in your account.

Any exchange-rate differences or fees charged by your financial institution are outside Ellis Row's control.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, or different from what you ordered, contact us at contact@ellisrowbags.com within 48 hours of delivery.

Please include:

your order number
a brief description of the issue
clear photographs showing the item and the problem

We will review the information and provide an appropriate solution where the claim is approved.

Depending on the circumstances, this may include a replacement or refund.

Items damaged through use, improper care, or normal wear after delivery are not considered delivery defects.

Incorrect Shipping Information

Customers are responsible for entering complete and accurate shipping information at checkout.

If you notice an error in your shipping address, contact us immediately at contact@ellisrowbags.com.

We will make every reasonable effort to update the information before dispatch, but changes cannot be guaranteed once processing has begun.

If an order is returned, lost, or undeliverable because incorrect or incomplete information was provided by the customer, additional shipping costs may apply.

Lost or Delayed Orders

All shipments include tracking.

If your tracking shows an unusual delay, a delivery problem, or a parcel that may have been lost, contact us at contact@ellisrowbags.com.

We will review the shipment information and assist with the carrier where appropriate.

Delivered but Not Received

If tracking shows that your order was delivered but you cannot locate it, please:

check around the delivery location
ask other members of your household
check with neighbors where appropriate
contact the carrier using your tracking number

If you still cannot locate your parcel, contact us at contact@ellisrowbags.com so we can review the shipment with you.

Product Color

We make every reasonable effort to present product colors as accurately as possible.

However, colors may appear slightly different depending on:

screen settings
device type
lighting
photography
individual color perception

For this reason, the physical product may vary slightly in tone from what appears on your screen.

If you would like additional information about a color before ordering, contact us at contact@ellisrowbags.com.

Closing Sale Orders

If the Ellis Row Closing Sale is active at the time of your purchase, eligible products remain covered by the same 30-day return policy unless a specific product is clearly identified as final sale before purchase.

Any complimentary gift included as part of a promotion must also be returned unused and in its original condition if the associated order is returned for a full refund.

If the complimentary gift is not returned, Ellis Row may deduct its stated value from the refund where permitted by applicable law.