Shipping, Return and Exchange Policies

Returns
We offer returns on items purchased in store or online within 30 days of purchase when accompanied with a valid original receipt.
To be eligible for a return, your item must be unused in its original packaging and in the same condition that you received it.

If 30 days have elapsed since your date of purchase or your item has been opened, unfortunately we are unable to offer you any refund or exchange. We follow all Health Canada Labelling Requirements to let you know what's in our products and are unable to offer returns on items if you have an allergic or negative reaction to them. If you experience a negative reaction, please contact us after consulting with your medical professional if you believe that there is a batch issue and your reaction is not related to a sensitivity or allergy. 

Due to health and safety best practices, several types of goods are entirely non-returnable. These items include but are not limited to: products that are for intimate use, sanitary goods, hazardous materials, flammable liquids or gases, perishable goods such as food, flowers, newspapers or magazines.

Additional non-returnable/refundable items:

  • Gift Cards
  • Sale or Clearance Items
  • Salon Services
  • Some health and personal care items
  • Anything that has been opened and or used

In some situations partial refunds may be granted (if applicable):

  • Book or printed materials with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

 


Refunds (if applicable)
If you believe you qualify for a refund, please do not send your purchase back to the manufacturer, either mail or deliver it to us at our primary location during regular business hours. When your return has been received and inspected, we will send an email to notify you that we have received your returned item as well as the status of your refund be it approved or rejected.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If your refund hasn't appeared yet:

  1. Wait 24 hours then check your bank/credit account again.
  2. Then contact your bank/credit card company, processing times can vary it may take some time before your refund is officially posted.
  3. If you’ve done all of this and you still have not received your refund yet, please contact us at ellenoire@ellenoire.com.

 


Exchanges (if applicable)
We only exchange items if they are defective or damaged. If you need to exchange it for the same item, send us an email at: ellenoire@ellenoire.com and follow the return shipping instructions below. 

 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit for the value of your return. Once the returned item is received, a gift certificate will be mailed/emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

 

Shipping
All shipping fees are non-refundable.

There is no charge for picking up your online order at our store in Dundas. 

Should you have to send something back to us for a return or exchange please mail it to:

ellënoire
104 King St West 
Dundas Ontario
Canada 
L9H 0B4 

Please insure and track any packages shipped to us for their full value as we assume no liability for undelivered or lost mail. All fees associated with the return of products are your responsibility. If you are eligible to receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you're located the amount of time it take for your exchanged product to reach you may vary.