Refund policy

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item(s) to request a return. Please note that a restocking fee of 15% of the product purchase value will be imposed for all “change of mind” returns. The restocking will be waived if you are exchanging for a new replacement product.

Please contact us first regarding any returns at hello@ellagrace.com.au.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging in place. Customers will also need the receipt for proof of purchase or to send back with their order page.

If items are received damaged then please contact us immediately at hello@ellagrace.com.au with pictures and brief description.

Once we receive the order back we will assess the condition and once proven to be satisfactory the refund will be processed back to the card used for purchase and an email notification sent.

If there is an issue such as damages to items we will contact our customers directly.

Restocking Fee:

A restocking fee is charged which covers all costs associated with the return and restocking of the items.

The charge for the restocking fee will be deducted from the total amount paid minus any shipping costs.

Changing a Product:

If a product needs to be returned as you require a different size, colour or function, then the best solution is to notify us of this potential change at: hello@ellagrace.com.au.

In the meantime, you can order the new items to expedite the process or conversely wait until the return has been processed. 

When we receive the return order, we will refund the amount to the card used with or without a restocking fee, depending on the above criteria on the premise it falls within the 30-day time frame from the date of purchase.

Damages and issues:

Please inspect your order upon receival and contact us immediately if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and correct it.

Exceptions / non-returnable items:

Certain items cannot be returned, such as custom products (including special orders or personalised items). Please contact us for any and all questions or concerns about your specific item.