We want you to love every Elle Glamm purchase. If something isn't right, we're here to help. Please read this returns and refund policy before initiating a return.
5 DaysReturn Window
7 DaysRefund Processing
30 DaysExchange Window
01 Eligibility for Returns
To be eligible for a return, items must meet all of the following conditions:
- Returned within 5 days of the delivery date
- In original, unworn condition — unwashed, unaltered and free from odours
- All original tags attached and packaging intact
- Accompanied by your order confirmation or receipt
Items marked FINAL SALE or purchased at more than 40% discount are not eligible for return or exchange.
02 Non-Returnable Items
The following items cannot be returned or exchanged for hygiene and safety reasons:
- Earrings, pierced jewellery and hair accessories
- Underwear, swimwear and bodysuits
- Perfumes and beauty products
- Items that have been worn, washed, or damaged after delivery
- Gift cards and store credit vouchers
03 How to Return — 4 Simple Steps
01Contact UsEmail support@elleglamm.com within your return window
02Get ApprovedWe send you a Return Authorisation number within 48 hrs
03Ship It BackPack securely & drop off at any courier within 5 days
04Get RefundedRefund or exchange processed within 7 business days
Always include your order number and Return Authorisation number inside the parcel. Returns sent without prior approval will not be accepted.
04 Refunds
Once we receive and inspect your return, we will notify you by email. If approved:
- Refunds are processed to your original payment method within 7 business days
- M-Pesa refunds may take an additional 1–2 business days to reflect
- Card refunds may take 3–5 additional business days depending on your bank
- Original shipping fees are non-refundable unless the return is due to our error
If your return is declined, we will email you the reason and return the item to you at your cost.
05 Exchanges
We offer exchanges for a different size or colour of the same item, subject to availability. Exchange requests must be made within 30 days of delivery. To request an exchange, email support@elleglamm.com with your order number and the item details you would like instead.
If the requested exchange item is out of stock, we will issue a store credit valid for 12 months.
06 Faulty or Incorrect Items
If you receive a damaged, defective or incorrect item, please contact us within 48 hours of delivery at support@elleglamm.com with your order number and clear photos of the issue. We will arrange a free return, replacement or full refund at no cost to you.
07 Return Shipping Costs
- Customer-initiated returns — return shipping is at your own cost
- Faulty or incorrect items — we cover all return shipping costs
- We recommend using a tracked courier service; Elle Glamm is not responsible for items lost in return transit
08 Contact Us
Have a question about your return or refund? Our team is happy to help.
| Email |
support@elleglamm.com |
| Phone |
+254 700 520 986 |
| Website |
elleglamm.com |
