Returns and Exchanges
Use it. If it is not for you, send it back.
You have 30 days from the date your order is delivered to return it, opened bottles included, for a refund to your original payment method.
We mean opened. Wash your hair with the shampoo. Use the mask. Work the serum through. Live with it through a humid week. If you decide the Ellerand Curl-Safe Smoothing System is not for you, email us and we will take it back, half empty or completely empty.
There is no honest way to judge a haircare product with the seal still on it, so a guarantee that only covers unopened bottles would be a guarantee for us, not for you. This one is for you.
How it works
- Email us at support@ellerand.com. Give us your order number and one sentence on what did not work for you. That sentence is not a test you have to pass. We read it because it tells us what to fix, and that is the only reason we ask.
- We send you the authorization. You get a reply with your return authorization, the return address, and simple instructions covering how to pack the bottles and how the return is being sent. Please wait for this email before you go to the post office, because there is no published return address to send it to on your own.
- Send it back, then send us the tracking. Follow the instructions, then reply with the tracking number so we can watch for it. Once it arrives and is checked in, we refund you, and you get an email the moment it is issued.
That is the whole process. Three steps, one email address, no forms to fill in and no phone tree.
Common questions
Can I return it if I already opened it and used it?
Yes. That is the entire point. Opened, partly used and completely empty bottles all come back under the same 30 day guarantee, and we do not reduce your refund because you used the product. Nobody can tell whether a smoothing system works on their hair without putting it on their hair.
How long do I have?
30 days from the date your order is delivered, based on the carrier delivery date on your tracking. You need to email us inside those 30 days. The package itself does not have to be back with us by day 30, so a return you start on day 29 is still a valid return.
Who pays for the return shipping?
We confirm that in writing in your authorization email, before you spend anything. That message tells you how the return should be sent and how the shipping cost is handled for your order and your country. Please do not buy postage before you have it, because if you pay for a label ahead of that confirmation we may not be able to cover it. If you paid a shipping charge on the original order, we confirm how that is handled in the same email.
What if it arrived damaged, leaking, or was the wrong item?
Email us within 7 days of delivery with a photo of the problem, and a photo of the outer box if you still have it. We will replace it or refund it, and in most cases we will not ask you to ship anything back. That short window is because carriers only accept damage claims for a limited time after delivery. It does not shorten your 30 day guarantee, which still covers you for any other reason.
What if I bought a bundle?
Return the full bundle and we refund the full bundle. You paid a bundle price, so the return works at the bundle level rather than piece by piece. If your order came with a free gift, send that back too. If it does not come back, we deduct its value from the refund. Same with a promotion that needed a minimum order value: if the return takes your order below it, that discount comes off as well.
I am ordering from outside the United States. Does the guarantee still apply?
Yes, and it is the same 30 days from the date of delivery, with the same one email to start it. Wait for the authorization before you send anything, because the routing and the customs paperwork differ by country and that is what keeps a package moving. If you paid an import duty or a customs charge when your order arrived, that went to your own government rather than to us, so it is reclaimed from your customs authority, and we will send you the order details you need for that claim. Nothing here limits any statutory rights you have where you live.
How long until I see my money?
Your refund is processed within 10 business days of your return reaching us and being inspected, and we email you when it is issued. After that, your bank or card provider decides how quickly it posts, which is usually a few business days but can be longer, and some cards show it as the original charge disappearing rather than as a new credit. If 15 business days have passed since our email and you still cannot find it, contact us and we will send you the transaction details to take to your bank.
Can I exchange it for something else?
The fastest way is to start a return and place a new order at the same time. Your new order ships straight away instead of waiting for the old one to travel back, arrive and be checked in, and the refund lands separately. The one exception is when we sent the wrong item. In that case do not order again, just tell us and we will fix it at our cost.
Can I cancel an order or change my address after I place it?
Yes, as long as it has not been picked and packed yet, so contact us quickly. Email support@ellerand.com with your order number and put CANCEL or ADDRESS in the subject line, and we will confirm either way. If it has already left, do not worry about it. Let it arrive and then start a return under the 30 day guarantee.
One thing to remember
Always email us before you ship anything back. Returns need an authorization first, and packages that turn up without one cannot be processed or matched to an order. It takes one email to avoid, and we answer every one of them.
The full policy
This page is the plain walkthrough. The complete terms, including refused deliveries, gift cards, bundles and international orders, are in our Return and Refund Policy.
Talk to us
Email: support@ellerand.com
Phone: +1 205 287 9987
Ellerand
29146 Renee St
Andalusia, AL 36421
United States
That is our business address, not the return address. The return address comes to you with your authorization.