RETURN & REFUND POLICY

Return & Refund Policy

If you are not satisfied with your order, you can return it within 30 days of receiving your item. We want every experience with Elly Boutique to feel right — and if it doesn't, we're here to make it easy. Please note this 30-day change-of-mind window is offered as an additional benefit and does not limit or replace your rights under the Australian Consumer Law (see "Governing Law" below).

Return Eligibility Requirements

The following conditions apply to change-of-mind returns:

  • The item must be in the same condition as received, so unworn and unwashed, including all parts, components, original tags and labels, and original packaging
  • For hygiene reasons, underwear, swimwear (including bikinis and swim shorts) and bodysuits cannot be returned or exchanged, unless the item arrives damaged, faulty, or incorrect.
  • Normal handling is acceptable, but damage caused by improper use is not
  • Hygiene items (e.g. socks) must be unused and unopened
  • The item must not have been damaged or show a manufacturing defect upon receipt

Returns showing signs of wear, use, alteration, or damage beyond normal handling may be refused at our discretion. These eligibility requirements apply to change-of-mind returns only and do not affect your rights under the Australian Consumer Law where an item has a problem covered by a consumer guarantee.

If your order was purchased as a bundle or set, all items in the bundle must generally be returned together for change-of-mind returns. Individual items from bundles may not be eligible for separate returns in that case.

How to Return Your Order

Step 1 — Contact Us

Send an email to info@elly-boutique.com and include:

  • Your order number
  • The reason for your return
  • In case of damage: a photo of the item
  • Your name and address

Step 2 — Wait for Our Response

We will review your request and provide you with the return address and any further instructions.

Step 3 — Send Your Package

Send the package to the address we provide.

Important: Do not send your package to the address on the original packaging or to the company or warehouse address on our website. Returns sent to any address other than the one we provide cannot be processed or refunded.

Return Shipping & Fees

For returns due to change of mind or exchange requests, the customer is responsible for return shipping costs.

If the issue is due to an error on our part (incorrect item shipped, manufacturing defect, or damage in transit), we will arrange a replacement free of charge. This does not affect your rights under the Australian Consumer Law.

Damaged or Incorrect Items

Please carefully inspect your order upon delivery. Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If your item arrives defective, damaged, or incorrect (wrong size, colour, or style), please report this as soon as possible, and within 7 days of delivery, to info@elly-boutique.com so we can make it right. This helps us process your claim quickly. Reporting after this period may take longer to process, but does not affect your rights under the Australian Consumer Law you remain entitled to a repair, replacement, or refund depending on whether the failure is major or minor.

Exchanges

Want a different item? Email info@elly-boutique.com with your order number and the item you'd like instead.

Our team will process your exchange and send you the new item. Return shipping costs may apply for change-of-mind exchanges.

Refund Processing

Once your return has been received and inspected, your refund will be processed within 7–14 business days.

Refunds are issued via the original payment method unless otherwise agreed. Shipping costs are non-refundable for change-of-mind returns, unless the item was damaged, defective, or significantly different from its description, in which case shipping costs will also be refunded.

If more than 14 business days have passed since your return was approved and you have not received your refund, please contact us at info@elly-boutique.com.

Cancellations

You may cancel your order within 15 minutes of placing it. To cancel, please email us at info@elly-boutique.com.

Because we use an automated fulfilment system, orders are processed immediately after this window. If cancellation is no longer possible, please wait to receive your item and return it if needed, in line with this policy or your rights under the Australian Consumer Law.

Incorrect Address Details

It is the customer's responsibility to provide accurate delivery information at the time of ordering. We cannot accept liability for delayed or undelivered shipments resulting from incorrect address details.

If delivery is not possible due to an incorrect address, any shipping costs incurred will be deducted from the refund amount. If you wish to have the order reshipped after correcting the address, additional shipping costs will be your responsibility.

Uncollected or Refused Packages

If a delivery is not collected or is refused by the customer, the package will be automatically returned to us. In such cases, return shipping costs will be deducted from the refund amount.

Summary

  • Return window: 30 days from date of receipt (change of mind)
  • Damage/defect reporting: within 7 days of delivery (does not limit your ACL rights)
  • Processing time: Refund within 7–14 business days after inspection
  • Refund method: Original payment method, unless otherwise agreed
  • Exceptions: Personalised items and opened hygiene products cannot be returned for change of mind (this does not affect your rights under the Australian Consumer Law)
  • Cancellation window: Within 15 minutes of placing your order

Governing Law

This return policy is governed by the laws of Australia, including the Australian Consumer Law (ACL), set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth). Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy to which you are entitled under the ACL, including the right to a repair, replacement, or refund where goods fail to meet a consumer guarantee. Our 30-day change-of-mind return window is offered voluntarily as an additional benefit to our customers and is separate from, and does not replace, your statutory rights under the ACL.

Contact

If you have any questions about your return or order, please don't hesitate to reach out. We're happy to help.

  • Store Name: Elly Boutique
  • Company Name: Evolve Venture VOF
  • Company Number: 94977518
  • VAT Number: NL866957406B01
  • Registered Address: Fred. Roeskestraat 90B39, Amsterdam, Noord-Holland, 1076ED, The Netherlands
  • Email: info@elly-boutique.com
  • Phone: +44 7735 052209
  • Customer Service: Monday to Friday, 8:00 AM – 6:00 PM (GMT+10) | Saturday & Sunday: Closed

We aim to respond to all enquiries within 24 hours.