Refund policy
EllePeach is operated by Luma House Co LLC.
We want you to feel confident shopping with us. If you are not fully satisfied with your order, please review our return and refund policy below.
1. 30-Day Return Policy
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
- For hygienic reasons, we do not accept returns for cosmetics, earrings, undergarments, and beauty tools (including hair tools).
- Items must be received in original condition - unworn, unwashed, with the hygienic liner (if applicable), and all vendor tags attached.
- All swimwear returns must have their hygiene seal intact.
- If you have paid original postage to receive your order and a return is made, then this is non-refundable.
Unacceptable Conditions for Returns: We encourage you to try on items as you would in a store, but please avoid wearing them. Unfortunately, if returned items are damaged, worn, or in unsuitable condition, we cannot issue a refund. In such instances, we may need to return the items to you at your expense. Rest assured, all returned items undergo thorough inspection.
- Returned items with visible signs of use, including makeup, hair, fibers, dander, dust, dirt, deodorant, or perfume, will not be accepted.
- Returned shoes showing any signs of wear, scuffs, or markings will not be accepted.
- Items sold as sets returned with incorrect sizes will not be accepted.
Policy Enforcement Notice: If we notice concerning patterns in your return behavior, such as indications of wearing items before returning (wardrobing), purchasing and returning excessive quantities, or returning missing or non-Princess Polly items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Experience team for assistance.
2. How to Start a Return
To request a return, please contact us at:
Email: support@ellepeach.com
Please include:
- Your full name
- Order number
- Reason for return
- Photos or videos, if the item is damaged, defective, or incorrect
If your return is approved, we will provide instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
3. Return Shipping
For returns due to customer preference, such as changing your mind, ordering the wrong item, or no longer needing the product, the customer may be responsible for return shipping costs.
If the return is due to our error, such as receiving the wrong item, a defective product, or an item damaged in transit, please contact us as soon as possible so we can help make it right.
4. Damages and Issues
Please inspect your order as soon as it arrives. If your item is defective, damaged, missing parts, or if you received the wrong item, contact us immediately at:
support@ellepeach.com
Please include your order number and clear photos or videos of the issue. This helps us evaluate the problem and provide the best solution, which may include a replacement, refund, or other resolution.
Please keep all packaging materials and damaged goods until the issue is resolved, as they may be needed for the claims process.
6. Exchanges
The fastest way to receive a different item is to request a return for the item you have. Once the return is approved, you may place a new order for the replacement item.
If your item arrived damaged, defective, or incorrect, please contact us so we can help resolve the issue.
7. Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
support@ellepeach.com
8. Contact Information
For any questions about returns, refunds, or order issues, please contact us:
Store Name: EllePeach
Company Name: Luma House Co LLC
Email: support@ellepeach.com
Phone:
Business Hours: Monday–Friday, 9:00 AM–5:00 PM CST
We aim to respond to customer inquiries as soon as possible, typically within 1–2 business days.