Return policy

Exchanges and Returns

NOTE: ELLE MELBOURNE DOES NOT OFFER A FREE RETURN POLICY. RETURN COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER.

Klarna & Paypal

For payments via Klarna or Paypal, please contact us at info@ella-melbourne.com for assistance with any questions or issues with products.

Immediate escalation outside of the email channel may result in longer resolution times.

Return and Refund Policy

General:

Ella Melborune aims for our customers to be 100% satisfied with the product they have purchased from our suppliers. If for any reason you are not satisfied with the order you received, please contact us at info@ella-melbourne.com. We would also like to hear what we can do to help you and make you satisfied.

From the first email you send to our customer service about your issue, it will be processed. However, we aim to respond within 24 hours. Sending multiple emails is not necessary. One email thread for 1 ordernummer speeds up the process of resolving your issue. Sending further emails will not expedite the process.

RETURN CONDITIONS:

  • Contact Required: Contact must be made in advance for all returns via info@ella-melbourne.com or our contact page to receive instructions and the correct return address.
  • Return Period: Products can be reported for return up to 14 days after receipt. The physical return must be within 30 days of receipt.
  • Condition of Product: Products must be returned in their original condition, with all labels and packaging. Damaged, altered, or used products are not eligible for return.
  • Exceptions: Products purchased at a discount, hygiene products, custom-made products, and products that by their nature cannot be returned are excluded from returns.

DEFECT:

If your product is defective or not functioning properly, send us a photo or short video via info@ella-melbourne.com clearly showing the damage or defect. We will send you a replacement item for free. You do not need to return the damaged item to us.

For defects, we always provide a new package for free the first time and unfortunately cannot give a refund.

If we are unable to send a replacement item due to our own limitations, we will, after confirming the defect/damage, work with you to resolve the issue in the manner that is most suitable given the circumstances. This may involve compensation or other forms of remedy.

WRONG SIZE

We give customers the opportunity to use a free exchange for a new size of the ordered product once. When using this exchange, the consumer can no longer rely on a refund of the order amount.

EXCLUSIONS FROM RETURN OR REFUND:

  • Products purchased at a discount from their original price.
  • Products with slight variations in color or design, within a margin of 20% difference from the product photos on the website.
  • Custom-made products: According to the specifications of the consumer.
  • Hygiene products due to health and safety measures, including but not limited to:
    • Underwear
    • Bikinis
    • Makeup
    • Hair styling products
    • Beauty products
    • Tights
    • Couch covers
    • Dog toys
    • Sports watches
    • All products within the "Beauty", "Kids & Baby", and "Sport" categories
  • Sealed products: Where the seal has been broken after delivery.
  • Used or damaged products: Where the original packaging, labels, or tags are missing or damaged.
  • Value less than €30: Except in cases of our error. (due to inefficiency for both entrepreneur and consumer in terms of administration & return costs).
  • Late claims: Damaged goods reported more than 14 days after receipt.
  • Cases where the customer has repaired or modified the delivered products themselves, or had them repaired or modified by third parties.
  • Products that have been exposed to abnormal conditions or otherwise treated carelessly or contrary to the instructions of the intermediary.
  • The item has not been worn or washed and should not have any perfume scent or makeup stains (trying on is of course always allowed).
  • Wear parts such as, but not limited to, drive belts, batteries, brake pads and discs, brake linings, brake drums, chains, lights, pinions, tires, and hoses.
  • Unpicked shipments at the delivery service or customs, or orders with an invalid or incomplete address.
  • Gift cards: And other non-physical products.

Costs and Responsibilities:

As indicated in our terms and conditions and on the website, Ella-Melbourne does not offer a free return policy. Thus, the return costs are for the consumer.

As indicated in the terms and conditions and on the website, orders are shipped from Asia to the consumer, and the consumer will also return the return shipment to our only central warehouse in Asia.

Returns must be sent with a Track & Trace code. We do not reimburse shipping costs and are not responsible for lost return shipments.

Please note that the cost of returning to Asia can vary from €20 to €40 per return shipment.

***Restocking fees: For orders that are returned because they are not picked up at the local post office, are refused at delivery, are not picked up at customs, or contain an invalid or incomplete address, 20% restocking fees will be charged. These costs will be deducted from the total refund amount before processing.

REFUNDS:

  • Processing Time: Refunds are processed within 5 business days after receiving the return shipment. Please note that it may take up to 14 days before the refund is visible on your account.
  • Refund Method: Refunds are made via the original payment method, minus delivery costs and other non-refundable costs.

Special Conditions:

  • Product Variations: Due to the unique nature of our production process, there may be minor variations in the products you receive. We allow a deviation of 20% from the product photos on our website. This deviation is considered acceptable and does not fall under defective products. The categorization of colors is based on their relation to primary and secondary colors in the light spectrum, and disputes based on different shades of a color are not accepted as grounds for a defective product.
  • Responsibility for Descriptions: We stand behind the accuracy of our product descriptions with a deviation of 20% from the product photos. If the product you receive falls within this 20% range, we consider our description accurate.

HOW TO RETURN? WHAT STEPS SHOULD I FOLLOW?

  1. Step 1: Report your order return via email

    Send an email to info@ella-melbourne.com to report your order or part of your order for return. Once your return notification is approved, you will receive the return conditions along with the return form via email.

  2. Step 2: Wait for a response from our customer service

    Wait for a response from our customer service whether we can accept the return. They will also provide you with the return form and return address.

  3. Step 3: Fill out the return form

    Fill in the return form that you received via email completely.

  4. Step 4: Pack your product to be returned securely

    In the event that we can accept your return, do the following. Pack the product to be returned neatly and securely, preferably in the original packaging. If the original packaging is no longer present, a depreciation may be charged.

  5. Step 5: Send your return shipment

    Send the items along with the completed return form to the address stated on the return form. Make sure you provide the package with a Track and Trace code. As the sender, you are responsible for the return shipment and we do not want any misunderstandings to arise.

  6. Step 6: Send our customer service the Track & Trace code
  7. Step 7: Once your package has arrived and has been checked, we will refund the order amount of the returned products using the payment method with which the order was placed.

For further questions, please contact our customer service. We are here to support you and strive for a speedy resolution for all parties involved.

If you send your return shipment to an address other than the one provided by Customer Service, we cannot process the return shipment. Additionally, we cannot give a refund if you refuse the package at the door.

** ALL RETURN SHIPMENTS ARE SENT AT THE CUSTOMER'S EXPENSE TO OUR CENTRAL WAREHOUSE IN ASIA.