REFUNDS POLICY

What is your policy on Returns and Refunds?
As per the ACCC recommendations, we do not accept returns due to a change in mind. If we send the wrong product or your product is faulty please contact us directly and we will make arrangements to replace your fabric. We also do not accept exchanges if you have not taken note of the scale or notes on the fabric as a clear photograph and description is provided in the listing.

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If your produce is eligible for a refund, please see the following process:

Refund (if applicable) Process
Please contact us within 14 days if you notice an issue with your fabric or order. Please send photographic evidence, if applicable, along with your order number and/or a receipt or proof of purchase.  We will also notify you of the approval or rejection of your refund and steps to move forward. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@elliewhittaker.com.au.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@elliewhittaker.com.au to discuss.

Print On Demand Items: 
Print on demand merchandise is made specifically for you. As a result we do not offer returns or exchanges for these products. 

Returns Shipping
To return your product, you should contact Romy via admin@elliewhittaker.com.au

If the return is due to your own fault you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If the return is due to the fault of Ellie Whittaker, shipping costs will be covered.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

SHIPPING POLICIES

What are the shipping and taxes?
Shipping within Australia is tracked and a flat rate of $11 or free when you spend over $150 (6m+ at $32/m). 

International rates are set by Australia Post and can be calculated at checkout according to quantity/weight. If you'd like to research your country's shipping rates you can use the Australia Post calculator found here.

What kind of shipping do you use?
We ship exclusively with Australia Post. All parcels are tracked. If a parcel delivery attempt is made but your parcel remains unclaimed (and is returned to Ellie Whittaker), you will be liable for the cost of returning the parcel to your home again. 

What if I've received the wrong order?

Please contact us ASAP so that we can make arrangements to correct your order via admin@elliewhittaker.com.au or the contact page found in the footer of our website. 

How does shipping work for merchandise? 

All merchandise is print of demand through our production partner. This means it's made just for you right after you order, but perfection takes time. Most merchandise orders will be fulfilled and shipped within 8-20 business days. If you do not receive a shipping confirmation within that time frame please email us at admin@elliewhittaker.com.au