Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
This includes items bought on sale. There are no excluded product categories apart from gift cards.
Cancellations
You can cancel your order free of charge within 12 hours of placing it. After that the order has been sent to our supplier for fulfilment and can no longer be cancelled — you will need to return the items once they arrive.
Change-of-Mind Returns
To be eligible for a change-of-mind return, your item must be in the same condition you received it — unworn, unused, with tags, in its original packaging — and you will need your receipt or proof of purchase.
To start a return, email us at contact@theellisfamilygoldcoast.com. If your return is accepted, we will send you the return address and instructions. Items sent back without first requesting a return cannot be accepted.
Return postage for a change-of-mind return is paid by you. We do not provide prepaid return labels. We recommend using a tracked service, as we cannot refund an item we do not receive.
Faulty, Damaged or Incorrect Items
Please inspect your order as soon as it arrives. If an item is faulty, damaged, or not what you ordered, contact us straight away with a photo and your order number.
In these cases we cover the return cost and you can choose a replacement or a full refund, including the original shipping if any was paid.
Exchanges
The fastest way to get the size or colour you want is to return the item you have and place a new order once the return is accepted.
Refunds
We will notify you once we have received and inspected your return. If approved, you will be refunded to your original payment method within 10 business days. Your bank or card issuer may take a few more days to post the refund.
If more than 15 business days have passed since we approved your return, please contact us at contact@theellisfamilygoldcoast.com.
Non-Returnable Items
Gift cards cannot be returned or refunded.
Your Rights Under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Contact
Email contact@theellisfamilygoldcoast.com. We reply within 1 business day, Monday to Friday.
This store is operated by:
VK Commerce Group LLC
30 N Gould St
Sheridan, WY 82801
United States