Returns & Refunds

The "Winter Warmth" Guarantee

At Ello Season, we want you to love your winter gear. If you are not completely satisfied with your purchase, you have 30 days from the date of delivery to request a return or exchange.

1. Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it:

  • Unworn, unwashed, and unused.
  • In the original packaging with all tags attached.
  • For Heated Gear: All manuals, cables, and batteries must be included.

⚠️ Hygiene Exception (Important):
For health and safety reasons, Leggings, Tights, Socks, and Insoles cannot be returned if the packaging has been opened or if the item has been tried on. If these items are defective, we will replace them free of charge, but we cannot accept returns for "change of mind" on intimate apparel once opened.

2. Damaged or Defective Items

If your item arrives damaged, not working (e.g., heated vest won't turn on), or if you received the wrong item, you do not need to return it.

  1. Take a photo or video of the defect.
  2. Email us immediately at [Your Support Email].
  3. We will send you a Free Replacement or issue a Full Refund right away.

3. Sizing Issues / Change of Mind

If you ordered the wrong size or simply changed your mind:

  • We accept returns within 30 days.
  • Please Note: The customer is responsible for return shipping costs.
  • Once we receive your return tracking number, we will process your refund or send your new size.

4. How to Start a Return

To start a return, please contact us at [Your Support Email] with your Order Number and the reason for the return.

  • Do not send items back to the address on the package. (Our warehouses are international, and sending it to the wrong location will result in a lost package).
  • Our support team will provide you with the correct nearest return address.

5. Refunds

We will notify you once we’ve inspected your return. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time (usually 5-10 business days) for your bank or credit card company to process and post the refund.