Terms and Conditions

Trading Terms:

Returns Policy

Ella and Sofia offers a 14-day return policy on all unopened products except those sold on a 'No Return Basis'. We also offer a return policy on products that are 'Damaged in Transit' or 'Incorrectly Shipped'. Details of our 'No Return Basis', 'Damaged in Transit' and 'Incorrectly Shipped' policies are provided in this document.

This Returns Policy forms part of, and is to be read in conjunction with, Ella and Sofia's Terms and Conditions of Purchase. Ella and Sofia may, at its sole option, revise any part of this Returns Policy from time to time without notice. Prices and availability are subject to change without notice. Typographical, product description, pricing, images and other errors are subject to correction, even after orders and/or payment are accepted. Under certain circumstances, products will not be eligible for return. Carefully review all return policies (below) before making your purchase. If you still have questions after reading our Returns Policy, please do not hesitate to contact us on +61 2 8004 1604 or by e-mail at info@ellaandsofia.com
All goods to be returned, whether defective or not, will require acceptance from Ella and Sofia before they can be returned. To obtain a Return Authorisation Number, please contact our staff by telephone on +61 2 8004 1604 or by e-mail at info@ellaandsofia.com

You will need to supply the following information, most of which will be on your packing slip or invoice before we can issue a Return Authorisation Number: Name and contact details of original purchaser. Our reference number Style number of product to be returned Date on packing slip or invoice Reason for return Your name and contact details. Each Return Authorisation Number is only valid for one (1) product and must match the product authorised for return.

Return Authorisation Numbers are only valid for 7 days, so we must receive the returned product into our office within this period; otherwise, the return may not be accepted if it is returned as 'Unopened Product' (see below).

It is the customer's responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. The customer must not write on or attach labels to the product being returned; otherwise, the return may not be accepted if it is returned as 'Unopened Product'.

A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may only be able to offer a replacement product, and not a refund.

The Return Authorisation Number should be clearly visible on the outside of the product-shipping carton and addressed to the following address (unless otherwise directed): Ella and Sofia
Address: Level 1, 124 Chapel St Marrickville NSW 2204 Sydney Australia Phone number: + 61 2 8004 1604
Fax number: +61 2 9475 0272

The customer is responsible for all costs associated with return of the product to Ella and Sofia and Ella and Sofia will not pay or reimburse any associated costs.

Ella and Sofia recommend that products returned by post be sent by registered or certified mail. Ella and Sofia accept no responsibility for loss or damage occurring in transit on return to Ella and Sofia. If a product is not 'Damaged in Transit' or otherwise returnable under this Returns Policy, and is not returned to us in the original unopened packaging, it may be returned to you at your cost.

If the product is eligible for return, you can then complete a 'Request for Return' form at the time of returning the product and have a Return Authorisation Number issued. With the exception of 'Unopened Product' (see below), we cannot process the return immediately, and will process the return via the same procedures as detailed above once the product is received by our staff at the office.

In the event that a product develops a fault that appears to have been caused during its manufacturing or otherwise prior to purchase (excluding, for example, faults due to wilful damage, environmental conditions or customer misuse post-purchase), you should notify our Service staff immediately upon noticing the fault.

Damaged in Transit Policy

In the event that you receive a product that appears to have been 'Damaged in Transit' that is, damaged in transit from Ella and Sofia to you, you should: refuse to accept delivery of the product direct the courier to 'Return goods to sender notify our Service staff immediately. If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify our Service staff immediately. You will be issued with a Return Authorisation Number in accordance with the above procedures.

If possible, you should package and address the product for return in accordance with the above procedures (see 'Return Procedures'). To minimise processing time and potential difficulties in proving the cause of damage, we recommend that all 'Damaged in Transit Products' be returned to Ella and Sofia within 14 days of delivery.

For products which are determined by Ella and Sofia to be damaged in transit, a credit will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to you.

Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Incorrectly Shipped Product Policy In the event that you receive a product that is different to the one ordered ('Incorrectly Shipped Product') you should notify our Service staff immediately upon receipt of the product. You will be issued with a Return Authorisation Number in accordance with the above procedures. If possible, you should package and address the product for return in accordance with the above procedures (see 'Return Procedures').

For all 'Incorrectly Shipped Products', a credit will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to you.

We will arrange for the product to be collected from you for return to Ella and Sofia.

If it is found by Ella and Sofia that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you unless validly returned under one of the other policies contained in this Returns Policy. If it is returned to you, you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice. Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Except for product sold on a 'No Return Basis' as detailed below, Ella and Sofia offers a 14-day return policy for product in its original, unopened and undamaged packaging.

You must contact our Service staff within 14 days of shipping of the product; otherwise, we cannot authorise a return. You will be issued with a Return Authorisation Number in accordance with the above procedures.

You will need to package and address the product for return in accordance with the above procedures (see 'Return Procedures').

You will need to arrange for return delivery of the product to the address listed in the above procedures. Ella and Sofia will not pay nor reimburse any costs associated with a customer-organised shipment of 'Unopened Product'.

For products which are found to be in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of product returned less any freight costs associated with the initial delivery to you and the return delivery.


In the event that the product you have received is faulty on receipt or develops a fault, you may be able to return it under one of the, ‘Damaged in Transit Product' procedures above. Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Opened Product Policy

Ella and Sofia will not accept any opened product for return unless the product is returnable under the express terms of this Returns Policy, or under an Ella and Sofia Extended Warranty or other contract or statute.

Examples of conditions under which we would accept opened product are: 'Damaged in Transit' product. Product which develops a fault due to a cause occurring prior to purchase. Product that could be considered to be of unmerchantable quality. Product that fails to perform as advertised. Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

No Return Basis Product Policy

The term 'No Return Basis' means that, unless the product is 'Damaged in Transit', 'Incorrectly Shipped' or otherwise returnable under an Ella and Sofia Extended Warranty or other contract or statute, the product will not be accepted for return.
Examples of products sold on a 'No Return Basis' include: Products with a 'No Return' label. Products specially ordered for a customer. Product listed on the packing slip or invoice as 'No Return'. Examples of conditions under which we would accept 'No Return Basis' product are: 'Damaged in Transit' product. Product that could reasonably be considered to be of unmerchantable quality. Product that fails to perform as advertised. Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return. Raising Credits/Refunds
A credit note will normally be issued within 7 days of us receiving the goods returned in accordance with this Returns Policy.
The credit note which is issued can then be used as a payment against future purchases or converted to a refund.

We will only issue refunds on request. For your security, all refunds will be made by cheque, or by applying a credit against the credit card used for the original purchase. The actual method of refund will may depend upon the payment method used for the original purchase unless the original payment was by cash, where a cheque will be forwarded.

In some circumstances, we may elect that a replacement product or repair is sufficient remedy instead of a full refund. This election will be at our sole discretion, but will only occur after consultation with you and in accordance with relevant warranties, other contracts and statutes. If we elect to have a product replaced or repaired, we will do this at our cost and return the product (or its replacement) to you promptly; in these circumstances, we will still refund your freight costs.

Customised Development / Project Policy

Product is produced once written confirmation of order is received, this may be via email. All products from the Ella and Sofia Collection are made to order, please allow 4-6 weeks for production. If you require a shorter lead time please contact an Ella and Sofia representative. Development work will commence once written confirmation of order as well as 25% payment of has been received by Ella and Sofia, confirmation can be via email. If development work is cancelled Ella and Sofia will retain 25% payment for work and freight charges. If samples only have been purchased , the client will be invoiced for the cost of all samples, artwork drafts, as well as any freight charges incurred in creating these samples. The outstanding payment is to be received 7 days net of invoice date. All invoices outstanding of 30 days will incur a 5% surcharge. All designs, intellectual property and copyright remain exclusive to Ella and Sofia unless otherwise specified in signed contract between client and Ella and Sofia stating client exclusivity . All intellectual property and copyright of samples and product bought by client remain property of Ella and Sofia. Documented exclusive development work carried out for client will remain exclusive to client however may not be developed or re-produced by any other entity than Ella and Sofia.