Refund policy

Updated: May 30, 2026

Refunds & Resolutions

At Ella + Aspen, Client Care begins before a client has to ask for it. If an issue originates with us, we’ll work proactively and in good faith to make it right.

While our products are generally made to order and not eligible for traditional returns, we understand that every situation is different and approach concerns thoughtfully, fairly, and with care.

Gift Cards

Gift cards are final sale and cannot be returned, exchanged, or redeemed for cash.

Quality Concerns

If your order arrives with a printing defect, manufacturing issue, or other quality concern, please contact Client Care within seven days of delivery.

We’ll review the issue and work with you on an appropriate resolution. Depending on the circumstances, this may include a replacement, refund, store credit, or another remedy we believe best addresses the situation.

If we identify a broader quality concern affecting multiple orders, we may proactively contact affected clients with available resolution options, even if they have not yet reported an issue.

Incorrect Items

If you receive an item, color, size, or design different from what was ordered, please notify Client Care within seven days of delivery.

If the error originated during fulfillment, we will make it right.

Sizing

Because fit is personal, we encourage clients to review the provided sizing information carefully before ordering.

When the delivered item matches the size selected at checkout, replacements or refunds are generally unavailable. If you believe there may have been an error with the item received, Client Care will be happy to review the situation.

Change of Mind

Because most Ella + Aspen products are made specifically for each order, we generally cannot accept returns or offer refunds for items that are no longer wanted, ordered by mistake, or purchased in the wrong size when the delivered item matches the order placed.

We understand that circumstances change, and if you have concerns about an order, we encourage you to reach out. While not every situation can be accommodated, we believe a conversation is better than a policy alone.

What to Expect

If you contact Client Care regarding an issue, we’ll review the details and respond with available options as quickly as possible.

Depending on the situation, resolutions may include a replacement, refund, store credit, or another appropriate remedy. We would rather resolve a concern before it becomes a frustration.

Contact Client Care

If there’s a problem with your order, please contact Client Care within seven days of delivery and include your order number along with a brief description of the issue.

Our approach is simple: when something goes wrong, we’ll make a good-faith effort to make it right.