Refund policy
RETURNS + EXCHANGES ON ELLEMENTO.US PURCHASES
EXCHANGES
Orders made at Ellemento.us. are eligible for exchange or store credit for up to 30 days after the receipt of the product. Exchanges are made for the amount paid regardless of discount at the time of purchase, except as stated below (see Promotions). Ellemento provides free exchanges within the continental US only. Items received through an exchange are not eligible for subsequent free exchanges and the customer is responsible for additional shipping needs. A pre-paid, pre-addressed return shipping label will be provided upon request via email to any qualifying order purchased at modandjo.com. To initiate an exchange, click here.
RETURNS
Orders made at ellemento.us are eligible for return for up to 14 business days after the receipt of the product. A pre-paid, pre-addressed return shipping label will be provided upon request via email to any qualifying order purchased on ellemento.us. Items must be received within 21 days of return request - if items are not returned within this window, the pre-paid label will be voided and the RMA request will expire. Refunds to the original payment method will be less any original shipping fees paid (including Route Package Protection) and less a return shipping and handling fee of $5.* Returns for store credit will not incur a return shipping fee (see exchange policy). To initiate a return, click here.
All international returns and exchanges are responsible for return shipping. Please reach out to us at hello@ellement.us to receive our return address and directions.
All sales are final on permanently discounted or marked down merchandise (ending in .95-.98). Sale and sample sale items are not eligible for return or exchange. Custom pieces are not eligible for return or exchange. All custom orders are final sale.
For returns on orders made with a promotional discount, please see PROMOTION INFORMATION below.
Any unauthorized returns can be subject to denial.
*Please note that there will be a $10 charge if you fail to return your item(s) back with all of the original packaging.
Please allow up to 15 business days for your exchange or return to be processed. Business days are Monday-Friday with the exception of federal holidays. Return processing begins after your package is delivered to us.
For any inquiries concerning returns or exchanges, please contact Customer Service via email at hello@ellemento.us We will respond to you between 10am – 6pm, Monday – Friday.
TRACKING ORDERS
When your order is ready to be shipped, you will receive a shipment confirmation e-mail with tracking information to the email address provided during checkout. Please check your spam folder as sometimes it can be misplaced. In addition, you can track your order by visiting ellemento.us and heading to the My Account section, log in, and refer to your recent order.
LOST OR STOLEN PACKAGES
Route Package protection is automatically added to all online orders placed on ellemento.us. Package insurance is a minimum of $1.35 per order or 3.8% of the order total on orders over $100. If you do not wish to receive package protection, you are able to opt-out of this service at your own risk. Please note, if your package is lost, stolen, or damaged in shipment and Route Package Protection was removed from your purchase during checkout, Mod + Jo is not responsible for package replacements or refunds.
If a package is lost or damaged in transit and is insured by Route, please file a claim within 10 days of the last shipping update. It is the responsibility of the customer to request a claim via the Route claim website. After 10 days, the request will be denied.
You can find the Route claim website here. You will need to have your email address and Route Order Number handy to file your claim.
If your package is lost or damaged in transit and Route insurance was not selected/removed by the customer, therefore not purchased, it is the responsibility of the customer to request a claim via USPS or with the shipping courier service that was used.
ELLEMENTO is not responsible for lost, damaged, or stolen packages that are not insured by Route.