Returns & Exchanges
Overview
ELLAH accepts returns within 21 days of delivery for items that meet our return requirements. Valid returns are eligible for a refund to the original payment method, store credit, or an exchange.
We ask that you read this policy carefully before making a purchase. By purchasing from ELLAH, you acknowledge that you have read and understood these terms.
This policy is in addition to, and does not limit, your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).
Return Window
Returns must be requested within 21 days of the date your order was delivered. Requests received outside this window will not be accepted.
To initiate a return, email us at returns@ellah.com.au within the 21-day window. Items sent back without prior approval will not be accepted and will be returned to you at your cost.
Return Requirements
To be eligible for a return, items must meet all of the following criteria at the time they are received by ELLAH Co.:
• Unworn and unused
• Returned in the original condition in which they were received, with all original tags attached (not broken or re-attached)
• Neatly folded and in original packaging intact
• Free from deodorant marks, makeup stains, fake tan, body lotion, lint, pet hair, odours or any other signs of wear or use
We recommend trying on garments with care. Please avoid contact with makeup, fake tan, deodorant and body products when trying on items, as stained or marked garments will not be accepted for return.
Ineligible Items
The following items are not eligible for return:
Condition-Based Ineligibility
• Items showing visible signs of wear, washing or use
• Items with staining of any kind, including makeup, fake tan or cosmetic products
• Items with strong odours, including perfume, smoke or sweat
• Items containing pet hair, excessive lint or fluff
• Items with tags removed, broken or re-attached
Sale and Discounted Items
All sale and discounted items are final sale and are not eligible for return, exchange or store credit. This is clearly noted at the time of purchase. Please review your size and selection carefully before completing your order.
Note: Final sale items remain subject to your rights under the Australian Consumer Law in the event of a genuine manufacturing fault.
Gift Cards
Gift cards are not eligible for return or refund.
How to Initiate a Return
To request a return, please follow these steps:
1. Click the button the below to commence the return email process.
2. If the button below is not working in your web browser, email us at returns@ellah.com.au within 21 days of delivery.
3. Include your order number, the item(s) you wish to return, and your reason for returning.
4. Our team will review your request and respond within 1–2 business days with instructions and a return address.
5. Once approved, securely package your item(s) and send them to the address below via a tracked postage service at your cost.
PO Box 637
ST IVES NSW 2075
AUSTRALIA
6. Email your tracking details to returns@ellah.com.au once dispatched.
ELLAH Co. is not responsible for items lost in transit on return. We strongly recommend using a tracked postage service and retaining your proof of postage.
Exchanges
If you would like to exchange your item for a different size or style, please note this in your return request email along with your preferred alternative. Our team will confirm availability before approving your return.
Exchanges are subject to stock availability at the time your return is received and assessed. If your requested exchange item is unavailable, we will offer you a store credit or refund instead.
Return postage for exchanges is at the customer’s cost. ELLAH Co. will cover the cost of sending the exchange item back to you.
Refunds and Store Credit
Once your return is received and assessed, we will process your chosen outcome within 5 business days:
Refund
Refunds are issued to the original payment method used at checkout. Please allow 3–5 additional business days for the refund to appear in your account depending on your financial institution. Original shipping costs are non-refundable.
Store Credit
Store credit is issued via email as a unique gift card code and does not expire. Store credit cannot be exchanged for cash.
Exchange
Exchanges are dispatched once the returned item has been received and assessed. You will receive a dispatch confirmation email with tracking once your exchange has been sent.
Manufacturing Faults
All ELLAH garments undergo quality control prior to dispatch. In the event that you receive an item with a genuine manufacturing fault, defect or damage that occurred prior to delivery, please contact us as soon as possible at returns@ellah.com.au with:
• Your order number
• A description of the fault
• Clear photographs of the fault
All items will be assessed to determine whether the issue qualifies as a manufacturing fault. If confirmed, you may choose between a full refund to your original payment method or a replacement item. ELLAH Co. will cover the cost of return postage for confirmed manufacturing faults and will provide a prepaid return label.
The following are not considered manufacturing faults and are not eligible for return or refund under this section:
• Damage resulting from normal wear and tear
• Damage caused by misuse, neglect or failure to follow care instructions
• Damage resulting from washing, ironing or other garment care
• Minor variations in colour, texture or finish that are inherent to the fabric or production process
Nothing in this section limits your rights under the Australian Consumer Law. If a product has a major failure, you are entitled to a refund or replacement. If the failure is minor, ELLAH Co. may choose to repair or replace the item. For further information, visit accc.gov.au.
Unaccepted Returns
If your return is received and does not meet our return requirements, you will be notified via email within 5 business days of receipt.
You will have 7 business days from the date of notification to advise us whether you would like:
• The item returned to you at your cost, or
• The item donated to charity on your behalf
If we do not receive a response within 7 business days, the item will be donated. ELLAH Co. will not be held responsible for unaccepted returns that are donated following this process.
Australian Consumer Law
Our returns policy is offered in addition to your statutory rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy you may have under the Australian Consumer Law, including your right to a repair, replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
For more information about your consumer rights, visit the Australian Competition and Consumer Commission at accc.gov.au or call 1300 302 502.
Contact Us
For all returns enquiries, please contact our team at returns@ellah.com.au. We aim to respond to all enquiries within 1–2 business days.
