Returns/Cancellations

RETURNS:
Policy Effective Date: 6/14/2022
  • Items can be returned within 14 days of purchase for STORE CREDIT that NEVER expires. You MUST have a reciept and the tags MUST be attached to the item. If your item was ordered online and shipped to you, the 14 days starts the day the order was delivered.
  • You may bring your items to the store to exchange or send them back to us at 16450 State Hwy 31 W, Tyler TX 75709.
  • If you return an item that received loyalty credits, the loyalty earned will be deducted from your credit total.
  • If you order online and return in the store, the credit you recieve will be an online credit that will post to your online account. 
  • Extended returns for Christmas 2021: Items purchased as gifts between 11-15-2021 and 12-25-2021 can be returned until 1-8-2022.
  • Items must be unworn, unwashed and in the same condition that you received it.  We cannot make exchanges on items that are damaged or shrink in the laundering process. We advise that you take note of the care tags in all items before washing them. Shoes MUST be in original box WITH lid. They MUST be shipped in packaging so the shipping label is NOT stuck to the shoe box! If items are returned worn, with a heavy odor such as smoke, with makeup or deodorant on them, damaged or beyond the 14 day return period, we have the right to refuse to issue a store credit and you will be invoiced for shipping to have the items returned to you.
  • Due to high volume of orders, we do not offer exchanges. Once your return has been received you will receive a gift card or a comment sold account credit (depending on where you purchased your items) for the amount you paid for the items. If you received FREE SHIPPING on your order your gift card will be for the amount you paid minus the amount it cost us to ship the item to you. You can replace the order for the item/size you are needing using your gift card.
  • If you complete your payment with Sezzle and issue a return, you will still be responsible for your payments.
  • FINAL SALE ITEMS: Gift cards, clearance items, flash sale items.
  • If you purchase a holiday item... (shirt, scarf, bag, jewelry etc...) it is not eligible for return or exchange after 15 days PRIOR to the particular holiday.

CANCELLATIONS:

If you place an order and decide that you need it to be cancelled, you will need to email us BEFORE your order has been fulfilled. You will be charged a 20% cancellation fee and the remainder will be issued to you in the form of a gift card. No money will be refunded to your method of payment. 

Credit (if applicable):
Once your return is received and inspected, we will send you an email with an Ellis Mercantile gift card or a comment sold account credit (depending on where you purchased your items). Exchanges are processed anywhere from 1-5 business days upon its return. No cash refunds will be given, only store credit. Your shipping costs will not be refundable. If your item is determined that it is not eligible for exchange, you will be invoiced for shipping to have the items returned to you. If your invoice is not paid within 7 days your invoice will be cancelled and the items will be donated.

Gifts:

If you are returning an item that was purchased as a gift for you please note that our system will only issue refunds to the customer that made the purchase. You will have to reach out to the person who sent the items to you to receive your gift card.