We are sorry to hear that there might be an issue with your purchase. We strive to ensure that our products are of high quality and reach you or your recipient in the best possible condition. Please refer to our Returns & Refund Policy below to determine the next steps if you've experienced an issue with your order.

All digital sales are final.

There are no refunds given on digital products.

Any personalized paperbacks are non-refundable.

14 day full refund for un-personalized paperbacks that are in the condition that they were shipped in.

Digital products

Since digital products are instant downloads, and due to widespread piracy concerns, there are NO refunds or returns on ebooks.

Should there be a problem with your purchase, such as downloading issues, please email our ebook delivery service at help@bookfunnel.com. They are very friendly and helpful and can get you reading quickly!

If you’re missing your confirmation or Bookfunnel email with the link to download, check your spam and promotions tab. If you still can’t find it, reach out to Madelynne Ellis’s team at store@madelynne-ellis.com

Due to the fees charged by all of our partners, we are unable to refund duplicate digital orders starting April 1, 2025.

If you are a UK or EU customer, please reach out to store@madelynne-ellis.com to discuss returns of digital goods. However, please be aware that if you have already downloaded your digital books, we cannot offer any returns or exchanges. 

Physical products

Please note that we cannot accept returns for personalised products, such as signed paperbacks. Sales of personalised products are considered final, and no refunds are offered for returns of such items.

We do accept returns for non-personalised items, such as paperbacks and merchandise items as long as a return is started within 14 days of delivery and goods are received within 30 days of delivery.

To be eligible for a refund or replacement, please email store@madelynne-ellis.com within 7 days of receiving your product. Please include your order number and the word "return" in the subject line.

In the body of the email, include your name, order number, the reason for return, and a photo of the damage to the item(s). You are responsible for shipping the items back to us. Upon inspection of the items, we will notify you, and if the return is approved, we will initiate a refund.

Please note to be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

If your return is accepted, the cost of returning the item is at your expense and we’ll send you instructions on how and where to send your package. Please note that if your country of residence is not United Kingdom, shipping your goods may take longer than expected.

In cases of abuse, refunds may be denied. All returns are at the discretion of Madelynne-ellis.com.

Faulty Products

If a product in your order is faulty, please send us a photo or a video for inspection to store@madelynne-ellis.com within 14 days of delivery.

Once we inspect the fault, our Customer Service team will be happy to offer you an appropriate solution based on the inspection results.

Rest assured that if we find a fault with the product, whether it's caused by us or our delivery partner, we will provide a free replacement or a full refund.

Please note that refunds are not provided for faults reported after 14 days of delivery.

Lost & Delayed Orders

On occasion, there may be issues with the delivery of your order.

Please note that all of our orders are tracked and tracking information is sent to the customer's email address or via text to their phone number once the order is dispatched.

If for any reason you have not received your tracking information or if your order is missing, please get in touch with us as soon as possible by emailing our Customer Service team at store@madelynne-ellis.com.

Once we assess the circumstances of your lost or returned order, our Customer Service team will be happy to offer an appropriate solution for your unique situation.

Please note that we do not issue refunds if the shipping address is incorrect or incomplete, or if a recipient refuses their parcel.