Coverage and Eligibility

Return Label + Package Protection is available for eligible orders shipped within the 50 United States and Washington, D.C.

Coverage is optional and may be removed from your cart before checkout.

The program includes:

Coverage does not override Ellie Belle's return eligibility requirements, return windows, or merchandise exclusions.

International Orders

Return Label + Package Protection is not available for international orders or shipments to US territories.

Reporting a Lost or Damaged Package

If your package is lost in transit or arrives damaged, please contact clientservices@elliebelle.com.

• Claims must be reported within 2 business days of the expected delivery date or discovery of the damage, as applicable.
• Please include your order number, a description of the issue, and any supporting documentation.
• For damaged shipments, retain the original packaging and provide photographs of the shipping box, label, packaging materials, and damaged merchandise.

Our Client Services team will review the claim and coordinate with the shipping carrier when an investigation is necessary.

Packages Marked as Delivered

Once the carrier marks a package as delivered, transit-loss coverage ends.

Packages that are missing, misplaced, or stolen after confirmed delivery are not eligible for Package Protection coverage.

If tracking indicates delivery but you cannot locate your package, please contact the carrier directly to initiate a delivery investigation.

This delivery-status exclusion applies to missing-package claims. Merchandise that arrives damaged may still be reported within the applicable claim deadline, provided the damage occurred during transit.

Required Documentation

Depending on the circumstances, we may request:

• Order number and tracking information.
• Photographs of damaged merchandise and packaging.
• A written statement describing the loss or damage.
• A sworn affidavit or other supporting documentation when reasonably necessary for the investigation.
• A police report when specifically required for an applicable investigation.

Documentation requirements may vary depending on the nature and value of the claim.

Claim Investigation

Our team will review the available information and, when necessary, open an investigation with the carrier.

Carrier investigations typically take 10 to 15 business days, although some cases may require additional time.

Submitting a claim does not guarantee approval. Eligibility depends on the circumstances, documentation, carrier findings, and applicable coverage terms.

Claims and Returns

Claims for lost or damaged shipments are handled separately from ordinary merchandise returns.

An open claim cannot automatically be converted into a return request.

If a package is subsequently located or delivered, Ellie Belle will review the claim and determine the appropriate next steps. Any return request remains subject to our standard return policy.

Claim Resolutions

If a claim is approved, Ellie Belle may issue:

• A replacement, subject to merchandise availability.
• A refund to the original payment method.
• Store credit, where agreed upon.

For orders without protection, claims will be reviewed based on the carrier investigation and applicable legal obligations.

Return Shipping and Processing Fees

For eligible merchandise returns covered by Return Label + Package Protection:

• Ellie Belle covers the return shipping label.
• The standard $25 return processing fee is waived.

All standard return windows, exclusions, and eligibility requirements continue to apply.

For orders without protection, clients are responsible for applicable return shipping charges and the $25 processing fee unless Ellie Belle determines otherwise.

Refunds and Import Duties

Approved refunds are generally issued to the original payment method unless another resolution is agreed upon.

Import duties and taxes are generally non-refundable by Ellie Belle, as they are collected by government authorities.

Fraudulent Claims and Payment Disputes

Ellie Belle takes fraudulent claims and misrepresentation seriously. We may investigate suspected fraud, request supporting documentation, and cooperate with payment providers or appropriate authorities when legally permitted.

We encourage clients to contact our Client Services team to resolve concerns promptly. Nothing in this policy restricts lawful payment dispute rights or applicable consumer protections.