Returns & Exchanges

Returns & Exchanges
Ellen Wille SA is dedicated to satisfy our clients and customers. If for any reason you are not 100% satisfied, you are entitled for an exchange/return of product – only by the following criteria:

Requests must be made within 7 days of receipt of your order. Please send an email to customerservice@ellen-wille.co.za stating your reason. Goods must be returned with original invoice for investigation.

Returned merchandise must be in their original packaging, with their original tags.

As a necessary health precaution, the items returned must NOT have been used, cut, colored, damaged nor altered in ANY way. Any odors on the product will render the product ineligible for exchange).Tags must be attached in the original box.

Our Customer Service department reserves the right to disallow any refund or exchange at their sole discretion based on this requirement. Merchandise must be physically received within 2 weeks after purchase before a return can be granted. Please allow 72h upon receipt.

Customers are responsible for any costs associated with return shipping. For goods to return we can arrange pick up by our courier service. When choosing your own shipping provider we recommend using a signature confirmation service and insurance.

We shall not be held responsibility for any lost items, unauthorized returns, or items sent to the wrong address. In the unlikely event of an defective product, please contact us directly +27 82 3585655 within 7 calendar days of purchase for replacement.

We take personal responsibility for meeting customer needs and expectations.
Eligible for return or exchange are last call or clearance items, discontinued items, care products, accessories, liquids, special order items and wholesale orders.

Exchange

No restocking fee applies. Products exchanged must be exchanged for something of equal or greater value.

Return

We do not sell refurbished or previously owned products, therefore, in order to return these products to the manufacturer, a 25% restocking fee will be applied for all returned merchandise. Once the restocking fee is applied, remaining balance will be refunded.