Return & Exchange Policy
Last updated: October 4, 2026. We want you to feel confident shopping with Elloglow. This page explains how returns, exchanges and refunds work.
1. Return Window
You may request a return or exchange within 30 days of the delivery date. Requests submitted after this window cannot be accepted.
2. Item Condition Requirements
To be eligible for a return or exchange, items must meet all of the following conditions:
- Unworn, unwashed and unused
- In original condition with all tags, labels and protective liners attached
- In the original packaging
- Free from any signs of wear, including makeup, deodorant, fragrance or pet hair
- Accompanied by the order number or packing slip
3. Non-Returnable Items
- Intimate apparel that has been opened, tried on or worn (see section 4)
- Items marked as Final Sale or purchased during a clearance promotion
- Free gifts, promotional items and gift cards
- Items damaged through misuse, improper care, alteration or normal wear and tear
- Items returned without prior authorization
4. Intimate Apparel Hygiene Policy
For the health, safety and comfort of every customer, we are unable to accept returns or exchanges on intimate apparel once the protective packaging has been opened or the item has been tried on or worn. This covers bras, underwear, panties, shapewear, bodysuits, lingerie and hosiery. We appreciate your understanding.
- This policy applies even if the item appears unworn or has been repackaged
- Items returned with broken seals, removed hygienic liners or missing tags cannot be accepted
- Quality issues are always covered — see section 9
Tip: check our sizing guide before ordering to get the best fit first time.
5. How to Start a Return
- Email support@elloglow.com within 30 days of delivery.
- Include your order number, the items you wish to return and the reason.
- Once approved, we will send a return authorization and instructions.
- Ship the items back with a trackable service and share the tracking number.
6. Refunds
Once we receive and inspect your return, we will email you the approval result. Approved refunds are issued to your original payment method.
- Refunds are initiated within 3 business days of inspection
- Funds usually appear in your account within 5–10 business days, depending on your bank or payment provider
- Original shipping fees are non-refundable, except for defective, damaged or incorrect items
- If more than 15 business days have passed since approval, contact support@elloglow.com
7. Exchanges
Exchanges follow the same process as returns and are subject to stock availability. One exchange per order. If the requested size or colour is sold out, we will issue a refund instead. Intimate apparel cannot be exchanged once the packaging has been opened or the item has been tried on.
8. Return Shipping Costs
- Customers are responsible for return shipping costs
- We cover return shipping when the item is defective, damaged or incorrect
- We recommend a trackable service — we cannot refund items lost in return transit
- Original shipping fees are non-refundable unless the return is due to our error
9. Damaged, Defective or Incorrect Items
Please inspect your order on arrival and contact support@elloglow.com within 30 days of delivery if an item is defective, damaged or not what you ordered. Include your order number and clear photos. We will arrange a replacement or a full refund and cover all return shipping costs.
10. Frequently Asked Questions
For hygiene reasons, intimate apparel cannot be returned once the packaging has been opened or the item has been tried on. Quality issues are always covered.
Within 3 business days of inspection we initiate the refund; your provider usually posts it within 5–10 business days.
Yes, subject to availability, using the same process as a return. One exchange per order.
11. Contact Us
Questions about a return? Email support@elloglow.com, or use the chat button in the bottom-right corner of any page to talk to us by live chat or WhatsApp. Delivery and shipping questions are answered on our Shipping Policy page.
