Returns

Our Returns Policy at Olli Ella AU

At Olli Ella AU, we design our products with love and care, and we want you to be completely delighted with your purchase. If something isn’t quite right, our returns process is here to make things easy for you.

Returns & Exchange Eligibility
You have 30 days from the date you receive your order to initiate a return for a refund or exchange. To be eligible, items must be in their original, unused, and resalable condition. This means:

  • The item must not have been used, washed, assembled, or altered in any way.
  • All original tags, labels, and packaging must be intact and included.
  • The item must be returned in its original protective packaging or an equivalent sturdy box to prevent damage in transit.

Non-Returnable Items
For health, safety, and hygiene reasons, we cannot accept returns on:

  • Items that have been used, washed, or are not in resalable condition.
  • Personalised or made-to-order products (unless faulty).
  • Items purchased during a final sale or marked as “non-returnable.”

How to Initiate a Return
Please follow these simple steps for a smooth returns process:

  1. Request a Return Authorisation (RA): Before sending anything back, please contact our Customer Care team via the contact form on our website. Provide your order number and the reason for the return. We will provide you with a Return Authorisation (RA) number and the correct returns address. Returns sent without an RA number may experience significant delays or be refused.
  2. Package Your Return Securely: Carefully repack the item(s) in the original packaging, including all accessories, manuals, and tags. Place the RA number clearly on the outside of the parcel or include the returns note inside. We highly recommend using a trackable and insured postal service, as you are responsible for the parcel until it reaches our warehouse.
  3. Send Your Parcel: Post your return to the address provided with your RA instructions. Please retain your proof of postage receipt until your return is fully processed.
  4. Inspection & Refund: Once we receive your return at our warehouse, our team will inspect it to ensure it meets our return conditions. If approved, we will process your refund to the original payment method used for the purchase. You will receive an email confirmation.

Refund Processing Time
Please allow:

  • 5-10 business days for your return to be received and processed at our warehouse after you post it.
  • An additional 5-10 business days for the refund to be issued and appear in your original payment account (timing depends on your financial institution).

The refund will be for the cost of the returned item(s) only. Original shipping charges are non-refundable, unless the return is due to our error or a faulty item.

Exchanges
For the fastest service, we recommend the following process for an exchange:

  1. Return the original item for a refund following the steps above.
  2. Place a new order on our website for the desired item.

This ensures you secure the new item quickly and receive your refund for the original purchase promptly.

Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or not what you ordered, please contact our Customer Care team within 48 hours of delivery. Provide your order number and photos of the issue and the packaging. We will arrange a prepaid return label (where applicable) and organise a replacement, repair, or full refund as swiftly as possible.

Your Statutory Rights
Our Returns Policy is in addition to, and does not affect, your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Questions?
If you have any questions about our Returns Policy, please contact our friendly Customer Care team via the contact form on our website. We’re here to help.