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Shipping & Returns
Returns Policy
You may return most new, unopened items within 30 days of delivery for a full refund, with a proof of purchase. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (7 to14 business days), the time it takes us to process your return once we receive it (3 to 7 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
It is the customer's responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. The customer must not write on or attach labels to the product being returned; otherwise, the return may not be accepted if it is returned as 'Unopened Product'.
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may only be able to offer a replacement product, and not a refund.
Damaged Stock
In the event that you receive a product that appears to have been 'Damaged in Transit' that is, damaged in transit from Ella and Sofia to you, you should:
-Refuse to accept delivery of the product, direct the courier to 'Return goods to sender' then simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.
- If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.
"No Return Basis Labelled Product" Policy
The term 'No Return Basis Labelled Product' means that, unless the product is 'Damaged in Transit', 'Incorrectly Shipped' or otherwise returnable under another contract or statute, the product will not be accepted for return.
Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.
Shipping
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full Australian Dollar.
Please note that due to different screen resolutions, images of product colour may vary slightly. Ella and Sofia has done its utmost to match to colour, however we cannot gaurantee colour of stocked item to match your screen resolution.
Approximate delivery dates:
- Australia only 2-4 weeks from order
- Outside of Australia 4- 8 weeks from order
Customised Development / Project Policy
For trade members, please see trade area.
You may return most new, unopened items within 30 days of delivery for a full refund, with a proof of purchase. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (7 to14 business days), the time it takes us to process your return once we receive it (3 to 7 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
It is the customer's responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. The customer must not write on or attach labels to the product being returned; otherwise, the return may not be accepted if it is returned as 'Unopened Product'.
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may only be able to offer a replacement product, and not a refund.
Damaged Stock
In the event that you receive a product that appears to have been 'Damaged in Transit' that is, damaged in transit from Ella and Sofia to you, you should:
-Refuse to accept delivery of the product, direct the courier to 'Return goods to sender' then simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.
- If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.
"No Return Basis Labelled Product" Policy
The term 'No Return Basis Labelled Product' means that, unless the product is 'Damaged in Transit', 'Incorrectly Shipped' or otherwise returnable under another contract or statute, the product will not be accepted for return.
Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.
Shipping
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full Australian Dollar.
Please note that due to different screen resolutions, images of product colour may vary slightly. Ella and Sofia has done its utmost to match to colour, however we cannot gaurantee colour of stocked item to match your screen resolution.
Approximate delivery dates:
- Australia only 2-4 weeks from order
- Outside of Australia 4- 8 weeks from order
Customised Development / Project Policy
For trade members, please see trade area.