Refund and Returns Policy

Overview

At Ella Secret, we strive to provide you with high-quality clothing and exceptional customer service. We want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied, we have a straightforward Refund and Returns Policy in place to ensure your peace of mind.

Refunds

  1. We accept refund requests for items purchased within 07 days from the date of delivery.
  2. To be eligible for a refund, the item must be unused, in the same condition as received, and with all original tags and packaging intact.
  3. Refunds will be processed in the same payment method used for the original purchase. Please allow 5-7 business days for the refund to reflect in your account.
  4. Shipping costs are non-refundable.

Exchanges

  1. We offer exchanges for items purchased within 14 days from the date of delivery.
  2. To be eligible for an exchange, the item must be unused, in the same condition as received, and with all original tags and packaging intact.
  3. You can exchange an item for a different size, color, or style, subject to availability.
  4. If the item you want to exchange for is of higher value, you will be responsible for paying the price difference. If it’s of lower value, we will refund the difference.
  5. Shipping costs for returning the item and sending the replacement will be the responsibility of the customer.

Gifts

  1. If you received an item from Ella Secret as a gift and wish to return or exchange it, please contact our customer support team for assistance.
  2. We will need the order number or the full name of the person who placed the order to process the return or exchange.
  3. Gifts can only be exchanged for items of equal or higher value. If the gift is of higher value, you will be responsible for paying the price difference.
  4. Refunds for gift items will be issued to the original purchaser in the form of the original payment method.

Shipping returns

  1. To initiate a return or exchange, please contact our customer support team at [customer support email] or [customer support phone number] to obtain a Return Authorization (RA) number.

  2. Pack the item securely in its original packaging, including all tags.

  3. Include a copy of your order confirmation or packing slip with the RA number clearly marked.

  4. Ship the item to the following address:

    Ella Secret- 4 Apollo Lane Cove West, Sydney, NSW, Australia, 2066

  5. We recommend using a trackable shipping method for returns and exchanges. Ella Secret is not responsible for lost or damaged items during transit.

  6. Once we receive the returned item and verify its condition, we will process your refund or exchange.

Need help?

If you have any questions, concerns, or need assistance with your return or exchange, our dedicated customer support team is here to help. You can reach us through:

  • Email: info@ellasecret.com.au
  • Phone: +61 415 250 087

We value your satisfaction and are committed to making your shopping experience with Ella Secret as smooth and enjoyable as possible. Thank you for choosing us for your clothing needs.