Return & Refund Policy

At Ella & Rose Sydney, your satisfaction is important to us. We’re sorry to hear if you’re not completely satisfied with your order. We want to make the return and refund process as simple and transparent as possible.

Can I Return My Order?

Yes, you may request a return within 30 days of receiving your order, provided that:

• The item is returned in its original condition and packaging.

• The product shows only normal handling and has not been damaged through misuse.

• Hygienic items must be clean before being returned.

• Return shipping costs for change-of-mind returns are the responsibility of the customer.

• Returns are assessed and processed within 7 business days after receipt.

We reserve the right to refuse change-of-mind returns if items appear used, damaged, or altered beyond normal handling.

These conditions do not limit your rights under Australian Consumer Law.

Important Exception

Orders containing the same item in multiple sizes purchased during a sale may not be eligible for a full refund under our voluntary change-of-mind return policy.

We encourage customers to carefully review product descriptions, dimensions, and size guides before placing an order.

This exception does not affect your statutory rights, including your rights to a remedy for faulty, damaged, or incorrectly described products under Australian Consumer Law.

How to Initiate a Return

To request a return, please email info@ellarosesydney.com and include:

• Your order number

• The reason for the return

• Photos if the item is damaged or defective

• Your full name and address

Once we receive your request, we will provide detailed return instructions and the correct return address.

Please do not send your return to the sender’s address shown on the package.

For change-of-mind returns, we recommend using a tracked shipping service, as customers are responsible for ensuring that returned items reach our warehouse.

For returns involving faulty or defective products, we will comply with our obligations under Australian Consumer Law, including applicable return shipping costs.

Refund Policy

Refunds are processed once the returned items have been received and inspected, where a return is required.

Approved refunds will be issued to your original payment method.

We aim to process approved refunds within 7 business days after receiving and inspecting the returned item.

Please note that your bank or payment provider may require additional time for the funds to appear in your account.

Where Australian Consumer Law entitles you to a refund or another remedy, we will provide that remedy in accordance with the law.

Cancellation Policy

Orders may be cancelled before they have been processed for shipping.

Because orders are prepared automatically, cancellation requests should be submitted as soon as possible.

If your order has already been shipped, you may request a return after delivery in accordance with this Return & Refund Policy.

Nothing in this section limits your rights under Australian Consumer Law.

Important Notes

All returns are processed through our international warehouse.

Customers are responsible for ensuring that change-of-mind returns are sent with tracking and any necessary customs documentation.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

For faulty, damaged, or incorrectly described products, we will provide the remedies required under Australian Consumer Law, including covering reasonable return shipping costs where legally required.

Please contact our customer support team before returning any item to ensure you receive the correct return instructions.

Contact Information

For any questions regarding our Return & Refund Policy, please contact us:

Email: info@ellarosesydney.com

Store: Ella & Rose Sydney