Returns & Exchanges
Please note, for in-store purchases, we do not offer refunds, exchanges or store credit for change of mind, so please choose carefully.
Returning from Australia is easy, we will help you every step of the way.
We offer a 7-day return window from the day your order is delivered. You're welcome to return full-priced items for store credit, provided they meet our eligibility conditions.
We will happily exchange sizes, please note that due to styles selling out quickly, we cannot guarantee an exact exchange on the item purchased and therefore offer the solution of store credit. Store credit is valid for 12 months from the date of issue.
Please submit all returns to our return portal
Once approved, you'll receive a link to generate your return label.
You will have 5 days to post your parcel back once your label is created.
Easy, Free Returns (Optional at checkout)
At checkout, you'll see an option to add Easy, Free Returns;
- $2.98 AUD
If you opt in:
- Your return shipping label is free
- You can generate your label instantly through our returns portal
If you don't opt in:
- You can still return your item through our portal
- A return shipping label will be available to purchase
- The cost of the label will be deducted from your store credit amount
For international orders;
Please contact us via email hello@elleryandmoss.com.au, please note that any custom or duties incurred are the responsibility of the customer.
Eligibility for returns
Your item must be:
- Unworn, unused and with original tags attached
- In its original packaging
- Full-priced (not a sale or promotional item)
- Notified of intent to exchange or refund to store credit, within 7 days of delivery
We do not offer refunds for both online and in-store, so please choose carefully.
Faulty Items
Faulty items are refunded or exchanged upon approval from the manufacturer and where possible, a replacement will be sent pending approval from the manufacturer. Ellery and Moss is not liable for faulty stitching, zippers, fabric or incorrectly labelled or sized items and requests to investigate such is sent via the manufacturer. Allow a minimum of two weeks for this claim to be processed. Ellery and Moss will cover the shipping costs for items purchased online that are deemed faulty.
Sale Items
All reduced items in any sale or promotion both in-store and online are final sale and no exchanges, credit notes or refunds will be offered.
Gift Cards
Gift cards are non-refundable and not redeemable for cash. Gift cards will have an expiry date of three years from date of purchase.
Non Refundable Items
There are no refunds or exchanges on swimwear, jewellery, undergarments, eyewear, items on sale, or gift cards.
Returns Process
Our returns policy is strictly within 7 days after delivery.
Please submit all returns to our return portal
If you experience any issues please email hello@elleryandmoss.com.au within 24-48 hours of your order being delivered.
Please allow 3-5 business days to process your return.
Original shipping costs are non-refundable. Customer is responsible for shipping costs when returning an item for store credit. All items sent back must be sent by a trackable source. Ellery and Moss will not be responsible for items lost in the post on return to us.
Depending on your location, the time it takes for your exchanged product to reach you may vary.
Feel free to reach out to our team if you have any queries or require further assistance.
