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We hope that you are excited about receiving your Ella Baché order. However, if for any reason you are not entirely satisfied you may return any item in accordance with our returns policy and procedure below.
Please note due to the personal nature of skincare products we cannot accept returns on any used or opened items.
The returns policy covers:
- Goods invoiced but not supplied
- Incorrect supply
- Incorrect product ordered
- Faulty product
The returns process
Step 1 - Notifying us of your intention to return your order
Notification of your intention to return any goods within 21 days after receiving your order can be done by either calling our Customer Care Team on 1300 136 661 or by emailing us at firstname.lastname@example.org. You will need to complete a 'Returned Goods Authorisation Form' which can only be obtained via our Customer Care Team. This form will need to accompany all returned goods in order to receive a refund or exchange.
Step 2 - Completing the necessary documentation
On notification of your intention to return goods, Customer Care will take note of your customer order number and the description of the goods which are being returned; this information can be found on your dispatch note. Customer Care will then issue you with an authorisation number and an email confirmation. Please keep a copy of this authorisation number for future reference with Customer Care with regards to this matter.
Step 3 - Returning the product
Please ensure that the returned goods parcel is properly sealed, and that you have included within the returned parcel the 'Return Goods Authorisation Form.' We strongly recommend that the parcel be sent by a recorded delivery service (one that requires a signature upon receipt).
You should retain the recorded delivery receipt in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
Please note: Return shipping costs are not covered by Ella Baché and will not be included in your refund.
Step 4 - Processing the refund
We will process the calculated refund within 7 days of receiving your returned goods, provided that you have returned the goods to us in their original condition within 30 days from receiving your order. You will receive email notification of your refund from Ella Baché online. If you have requested an exchange or replacement, this will also be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.
Please note: Refunds are to the total value of the returned goods only. You will not receive a refund on your original shipping cost.
This policy is only applicable to purchases made online. We're sorry, but returns or exchanges for purchases made at an Ella Baché salon or David Jones counter may not be returned or exchanged online.