Cancellation & Refund Policy

1. Order Cancellation

Our goal is to serve you as quickly as possible, which is why our orders are forwarded to the workshop immediately.

Cancellation Method: If you wish to cancel your order, please contact us as soon as possible by phone at +30 2467 503 376. Telephone communication is the safest way to prevent the shipment or the start of the manufacture of your bag.

Charge: If the cancellation is made before the product is shipped, there is no charge and your money will be refunded (if payment has been made in advance) immediately.

After Shipping: If the order has already left the store, cancellation is not possible. In this case, you will have to receive the product and then follow the Return Procedure (see below), incurring the shipping costs.

2a. Return Procedure

You have the right to return the products you purchased within 14 calendar days from the date you received them.

Conditions for accepting the return:

Excellent Condition: The bag must be in its original, perfect condition, exactly as it was received from our workshop. There should be no traces of use, odor or any damage.

Original Packaging: The product must be returned in its full original packaging (box, protective fabric case, protective materials).

Accompanying Documents: The return must be accompanied by all original purchase documents (retail receipt or invoice) as well as any warranty or authenticity cards that were included in the packaging.

Important Note: In case the above necessary conditions are not met, ELLIA reserves the right to NOT approve the return and the product will be returned to the customer at his own expense.

2b. Exceptions to the Right of Return (Special/Custom Orders)

The right of withdrawal does NOT apply to products that are manufactured according to the consumer's specifications or are clearly personalized.

In our workshop, this has to do with all creations that were implemented following your own desire to modify the original design (e.g. change of colors, dimensions or other characteristics).

For this reason, we encourage you to contact us by phone before starting your order. Our team will guide you in detail, so that you are completely sure of the final result before it goes into the manufacturing stage.

3. Refund Process

At ELLIA we want you to feel completely secure at every stage of your purchase — even if you need to return something. The refund process is simple, clear and very fast.

Once we receive the bag you returned to our store, we will take care of the necessary inspection to ensure that the product maintains its original condition. Immediately after, the process of crediting the amount to your account is activated and is completed within 7-9 business days.

Note: The exact time the money will appear in your account depends on the issuing bank of your card.

The money is refunded using the same method you chose for your payment. Initial shipping costs are not refundable

4. Return Costs

Shipping costs for returning the product are borne exclusively by the customer, unless the return is due to a proven defect in the product or an error on our part.

We recommend that you ensure the safe packaging of the product, as the responsibility for any loss or damage during transport lies with the sender until the package is delivered to our laboratory.