RETURNS & EXCHANGES
If you are not perfectly satisfied with your order, Ellis and Co will refund or exchange all articles purchased within 7 days of the delivery date less the postage costs . Please note there are no refunds or exchanges on sale items.
A Returns Merchandise Authorisation (RMA) number must be issued by Ellis & Co within 7 days of receiving your order. Your returned items must be received by Ellis and Co within 7 days of receiving your RMA number.
Returns received outside of 7 days may be accepted at Ellis and Co’s sole and absolute discretion.
All items must be returned in the original Ellis and Co packaging provided, including the shipping carton, along with the RMA number, original receipt . Returned items must be in their original condition – unworn, unwashed, unused and with all Ellis and Co tags attached. Garments received soiled or with make-up marks will not be accepted for exchange or return and will be sent back to the customer.
Shoes must be returned with all original packaging, including undamaged boxes. Ellis and Co does not accept returns without boxes or with marked or scratched soles. Ellis and Co does not accept returns or exchanges on lingerie and ear accessories for hygiene reasons, unless faulty.
It is your responsibility to obtain proof that the goods have been returned, and to return the goods by registered post or by other such means or carrier of your choice, which gives proof of posting and delivery. All returns or exchanges sent to Ellis and Co must have a valid tracking number. Ellis and Co will not be liable for items lost in transit.
For international returns, Ellis and Co recommends indicating on the packaging that the items are intended ‘Returned Goods’ or ‘For Exchange’ to avoid additional custom duties and taxes. Please ensure adequate insurance is taken for the safe delivery of your order. All international customers are obliged to pay for their goods to be returned for a refund.
The costs of returning items shall be the customer’s responsibility.
No returns will be accepted of gift vouchers, or exchanges of gift vouchers for cash.
If you wish to exchange or refund a faulty item, please contact our Customer Care team via email [email protected]
Where the items fail to be of acceptable quality, and the failure does not amount to a major failure, Ellis and Co is entitled to choose between providing you with a repair, replacement or other suitable solution. Exchange of items is subject to availability. Ellis and Co classifies items to be faulty (i.e. not acceptable quality) if they are received damaged, or where a manufacturing fault occurs within 21 days of purchase. Items that are damaged as a result of wear are not considered to be faulty. Items that are not washed to the instructions on the garment are not deemed faulty.
Outside the above timeframe, our items come with guarantees that cannot be excluded under applicable Australian laws. You are entitled to a replacement or refund for a major failure.
Our Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.
If you have any queries about our Returns Policy, please contact our Customer Care team [email protected]