Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request an exchange or store credit. Only exchanges for another product or store credit will be given unless the product is deemed faulty.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@ellahannaford.com.au. Please let us know if you wish to exchange your item or receive a store credit. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. A return shipping fee will be applied for all returns. 

You can always contact us for any return questions at info@ellahannaford.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products such as special orders or personalized items. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

Please let us know which item you would like for your exchanged item during the return process. This will be put on hold for you until we receive and inspect your returned item. If the return is accepted, we will send you the exchanged item at your shipping cost. The exchanged item must be equal or more in value. If the exchanged item is more in value, you will be required to pay the overdue amount.  

If more than 15 business days have passed since we’ve approved your return, please contact us at info@ellahannaford.com.au.

 

Store Credit

We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. If approved, you’ll be able to receive a store credit for the same amount. Once orders are placed using store credit, the item cannot be returned or exchanged for change of mind. 

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.