Returns, exchanges and faulty items

We want you to feel confident choosing your Loved by Ella piece. Please read the conditions below before returning an item.

Change of mind

You may request a change-of-mind return within 14 calendar days of delivery. Email hello@lovedbyella.com.au with your order number and the item you wish to return before posting it.

Once your return has been approved, the item must be lodged with a tracked postal service within 7 calendar days.

Items must be unused, unworn, undamaged and returned in their original packaging with all tags, protective materials and accessories included.

Customers are responsible for change-of-mind return postage, and original shipping charges are not refundable.

Gift cards, custom or personalised items and items marked Final Sale cannot be returned for change of mind.

Approved refunds are issued to the original payment method after the returned item has been received and inspected. Please allow your bank or payment provider additional processing time.

Exchanges are subject to stock availability.

Faulty, incorrect or misdescribed items

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If your item is faulty, not as described or different from what you ordered, email hello@lovedbyella.com.au with your order number, a description of the issue and clear photos.

We will provide the remedy required by law and cover reasonable return postage where applicable.

Your Australian Consumer Law rights are not limited to 14 days and apply to sale items as well as full-price items.

Before you post

Please wait for return instructions before sending your item back. We cannot be responsible for an untracked change-of-mind return that does not arrive.

Nothing in this policy limits your rights under the Australian Consumer Law.