RETURNS AND EXCHANGES:
We want you to love your purchase. We are happy to assist you if you have changed your mind or would like to exchange your purchase. Please contact us within 7 days of receiving your order at shop@ellaandco.nz or call us on (09) 9458386 explaining what you would like to return. Contact must be made within 7 working days of receiving the goods and returned products must be in original unused condition, accompanied by the original Tax Invoice/Packing Slip. We will issue a store credit but cannot issue refunds and shipping costs are non-refundable and not included in the store credit.
Unfortunately, clearance/sale items (including storewide sales) and special-order products are not eligible for return unless faulty so please choose carefully.
Once items have been returned to us, a store credit valid for 12 months will be issued and emailed to you. This can be used for any purchase on our website.
Ella & Co - Pallet Design will not accept items sent back to stock if our team has not been notified beforehand. If returns are in a state of unacceptable quality due to misuse or not in accordance with manufacturer’s instructions the return could be void.
We take great care to make sure your order arrives in one piece. However, should your order arrive faulty or damaged please contact us at shop@ellaandco.nz , no later than 7 days after receiving your order explaining the situation so we can assist with a solution. We might need your order sent back to us for assessment, if this is the case, we will arrange and pay for a courier pick up from a place and time that is convenient for you. If we have a replacement available, we will send one out, once we receive your package at no charge. In the event that we cannot supply a replacement, we will offer you a store credit or a refund – your choice!
Please note that in the case of ‘change of mind’ returns – the return costs and safe return is the customer’s responsibility. We recommend you use a courier or tracked post service for returning products to us.
All returns and exchanges are at the discretion of Ella & Co - Pallet Design.
