Refund Policy

Change-of-Mind Returns

Change-of-mind returns are accepted only for new, non-promotional items.
Return requests must be submitted within 30 days of delivery. Requests received after this deadline will not be accepted.

Ordering multiple sizes with the intention to return part of the order is discouraged and may be refused if the items are not returned in saleable condition or where abuse is suspected. Subject to your statutory rights.

Customers are responsible for all return shipping costs for change-of-mind returns.
Ella-Jane does not reimburse postage for voluntary returns.

Promotional & Sale Items:
Promotional, discounted or sale items are not eligible for change-of-mind returns under any circumstances.
However, if a promotional item is defective, incorrect, damaged, or not as described, it remains eligible for a remedy as required under the Australian Consumer Law.

Please note:
Orders are shipped from a central fulfilment warehouse located in Asia.
If a return is approved, it must be sent back to this fulfilment location.
You will receive the exact return address and instructions after your return request has been approved.
Returns sent to any address different from our central warehouse, will not be accepted and not be refunded.

You cannot cancel your order after it has been processed. You can always email us after you have received your items to start a refund procedure.

PayPal

For the fastest resolution, we always encourage customers to contact our Customer Care team first. We can normally resolve most issues quickly and directly. We aim to respond within 24 hours to your emails.

If you choose to open a PayPal dispute after contacting us, all further communication and the resolution process will continue through PayPal’s platform. In that case, we are required to follow PayPal’s official guidelines and timelines, which may result in longer processing times for a solution or refund.

Please note that this does not affect your rights under the Australian Consumer Law. If your item is faulty or not as described, you are entitled to a remedy, and we will assist you in accessing the appropriate resolution.

Defective, Incorrect or Missing Items

If an item arrives defective, incorrect, damaged during transport, or does not arrive at all, you are entitled to a remedy under the Australian Consumer Law.

In these situations:

  • You will not be charged return shipping

  • You may choose between a replacement or a full refund

Photographic evidence is required before approval of defective-item returns.
Returned items must be unused, undamaged, and in their original packaging unless the defect prevents this.

If you received the wrong item, contact us immediately so we can arrange for the correct product to be sent.

If your parcel does not arrive, we will open an investigation with the carrier. If the shipment cannot be located, a refund or replacement will be provided.

Incorrect Address & Failed Delivery

Customers are responsible for ensuring that all shipping details provided at checkout are accurate and complete.

If a parcel cannot be delivered due to an incorrect, incomplete, or mismatched address supplied by the customer, and we attempt to contact the customer for clarification but do not receive a response within the carrier’s stated redelivery or correction timeframe, the parcel may be returned, destroyed, or marked as lost by the shipping provider.

In such cases, where delivery failure results from incorrect address information or the customer’s failure to respond within the required timeframe, we are not obligated to issue a refund under the Australian Consumer Law (ACL), as the failure to deliver was not due to a product fault or service failure on our part.

Reshipment may be offered at the customer’s expense where possible.

Return Procedure

All returns require prior approval.
To initiate a return, contact us at info@ella-jane-sydney.com.
Returns sent without approval will not be processed.

Once your return is approved, you will receive detailed instructions and the return address of our fulfilment warehouse in Asia.

Return Form Requirement

A completed return form must be included with every return.
Returns without this form cannot be identified or processed.

Refund Timeline

Refunds are processed within 7 business days after the returned item has been received and inspected.

Refund Method

Refunds are issued only to the original payment method used at checkout.

Questions?

For any questions or assistance, please contact our customer care team.

Our Commitment to You

At Ella-Jane, we always strive to find a solution for every customer issue.
Whatever the problem may be, you can rely on us — there is no need to worry. We are here to help you every step of the way.