Return and Refund Policy
Return Policy of Ella & Lune
At Ella & Lune, we strive to ensure our customers are satisfied with their purchases. Below is our return policy tailored to Australian consumer standards. Please read these conditions carefully to understand how to submit a return or refund request.
Returns
You can return your order within 30 days of receiving it. To be eligible for a return, your item must be in the same condition you received it—unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Steps for Returning Items
1. Contact Us:
Send an email to returns@ellaandlune.com to initiate your return request.
2. Receive Return Instructions:
Once your request is approved, you will receive a return form and instructions on how and where to send your package. Returns without prior request will not be accepted.
3. Send the Package:
Send the parcel with Track & Trace to the return address provided in the instructions. Please note that the return location may be overseas. You are responsible for the return shipping costs, including any customs fees (if applicable).
Processing Returns
Once we receive and inspect your return, you will receive a confirmation email. If your return is approved, we will refund the purchase amount to your original payment method within 10 business days. Please allow time for your bank or payment provider to complete the process.
Australian Consumer Rights
If your order is delivered within Australia, you have the right to return your items within 14 days of receiving them. Items must be unused, in original packaging, with tags, and accompanied by proof of purchase.
Exceptions / Non-Returnable Items
Some items cannot be returned:
- Sealed products with broken seals
- Custom-made or personalised items
- Personal or hygienic products (e.g., underwear, lingerie, tights, grooming items)
- Hazardous materials, flammable liquids, or gases
- Perishable goods (e.g., food, flowers, plants)
- Sale items and gift cards
Damages and Issues
Please inspect your order upon delivery and contact us immediately if an item is defective, damaged, or incorrect. Send photo or video evidence to returns@ellaandlune.com so we can evaluate the issue and resolve it.
Exchanges
The quickest way to get the item you want is to return the item you have and place a new order after the return is accepted.
Cancelling Orders
You may cancel your order only within 5 minutes of placing it. After this time, the order is processed and cannot be cancelled. Contact us immediately at returns@ellaandlune.com for cancellations.
Liability and Risks
Returns are always at the sender’s risk. Ella & Lune is not responsible for lost or damaged parcels without a Track & Trace code. Always keep your proof of shipment.
For further questions or assistance, please contact our customer service at returns@ellaandlune.com.
We appreciate your understanding and cooperation.
Ella & Lune Customer Service