Terms & Conditions

Ella The Label
Email: support@ella-thelabel.com

These Terms & Conditions apply to purchases made through Ella The Label. By accessing our website or placing an order, you agree to these Terms & Conditions.

Nothing in these Terms & Conditions is intended to exclude, restrict, or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL) or other applicable Australian laws.

Article 1 – Definitions

For the purposes of these Terms & Conditions:

Business / We / Us / Our: Ella The Label, the business offering products for sale through the website.

Consumer / Customer / You: Any person purchasing or attempting to purchase products from Ella The Label.

Website: The Ella The Label online store and any associated pages through which our products are offered.

Product: Any item offered for sale by Ella The Label.

Order: A request submitted by a customer to purchase one or more products from Ella The Label.

Agreement: The contract between Ella The Label and the customer created when an order is accepted.

Business Day: A day other than a Saturday, Sunday, or public holiday applicable to the relevant location in Australia.

Change-of-Mind Return Period: Our voluntary return period during which an eligible customer may request a return in accordance with our Return & Refund Policy.

Australian Consumer Law: Schedule 2 of the Competition and Consumer Act 2010 (Cth), as applicable from time to time.

Article 2 – Identity of the Business

The online store operates under the name:

Ella The Label

Customer service email:
support@ella-thelabel.com

Legal business name: [INSERT LEGAL BUSINESS NAME]

ABN/ACN (if applicable): [INSERT ABN/ACN]

Business address: [INSERT BUSINESS ADDRESS]

The above business information should be read together with any additional contact information made available on our website.

Article 3 – Applicability

These Terms & Conditions apply to all offers, purchases, orders, and agreements made between Ella The Label and customers purchasing through our website.

By placing an order, you acknowledge that you have had the opportunity to review these Terms & Conditions before completing your purchase.

These Terms & Conditions should be read together with our:

• Return & Refund Policy;

• Shipping Policy;

• Privacy Policy; and

• any product-specific terms displayed on the relevant product page.

If there is an inconsistency between these Terms & Conditions and a mandatory right available to you under Australian law, the mandatory legal right will prevail.

If any provision of these Terms & Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

Article 4 – Products and Offers

We aim to provide complete and accurate descriptions of the products available through our website.

Product descriptions may include information about sizing, colour, materials, features, and other relevant characteristics.

We make reasonable efforts to display product images and colours as accurately as possible. However, colours may appear differently depending on your device, screen settings, lighting, and other factors.

Product photographs are intended to provide a faithful representation of the relevant product but minor differences may occur.

All offers are subject to product availability.

Ella The Label reserves the right to:

• update product information;

• correct errors or inaccuracies;

• change product availability;

• withdraw a product from sale; or

• correct obvious pricing or typographical errors,

subject to applicable Australian law.

Before an order is completed, the customer will be shown the applicable price and any other charges payable through checkout.

Article 5 – Orders and Formation of the Agreement

An order is submitted when the customer completes the checkout process and payment is successfully authorised.

After placing an order, you will normally receive an order confirmation by email.

An automated confirmation does not necessarily mean that we have finally accepted the order. We reserve the right to reject or cancel an order before dispatch where there is a legitimate reason to do so, including:

• the product is unavailable;

• there has been an obvious pricing or website error;

• payment has not been successfully authorised;

• we reasonably suspect fraudulent or unauthorised activity; or

• we cannot reasonably fulfil the order.

Where we cancel an order that has already been paid for, we will refund the amount paid for the cancelled product or order in accordance with applicable law.

Customers are responsible for ensuring that the information submitted when placing an order is complete and accurate.

Article 6 – Returns, Refunds and Change of Mind

Ella The Label offers a voluntary 30-day return policy for eligible change-of-mind returns.

A return request must generally be submitted within 30 days from the date the order was placed, in accordance with our Return & Refund Policy.

For an eligible change-of-mind return, the product must generally:

• be unused and unworn;

• be in its original condition;

• have the original tags attached;

• be returned in its original packaging where reasonably possible; and

• be accompanied by proof of purchase.

We may request photographs of the product before authorising a return.

Customers must contact us at support@ella-thelabel.com before returning a product.

Products sent to us without prior return authorisation or to an address other than the return address provided by our customer service team may not be accepted as a change-of-mind return.

Our voluntary 30-day return policy is in addition to, and does not replace or limit, your rights under the Australian Consumer Law.

The 30-day limitation does not apply where doing so would unlawfully restrict a remedy available under the Australian Consumer Law.

Article 7 – Return Shipping Costs

For an approved change-of-mind return, the customer is responsible for arranging and paying the return shipping costs unless we agree otherwise.

The return address provided by our customer service team may be located outside Australia, including at an international fulfilment facility.

Customers should not return products to an address found independently online or on the original parcel without first receiving return instructions from Ella The Label.

Where a product is faulty, damaged, incorrectly supplied, or otherwise fails to comply with a consumer guarantee under the Australian Consumer Law, responsibility for return or transportation costs will be determined in accordance with applicable Australian law.

Nothing in this section limits any right to recover reasonable costs where Australian law provides such a right.

Article 8 – Non-Returnable Products and Exceptions

Certain products may not be eligible for a voluntary change-of-mind return for hygiene, health, safety, personalisation, or similar reasons.

These may include:

• personalised or custom-made products;

• products made specifically to the customer's specifications;

• hygiene-sensitive products where packaging or hygiene seals have been opened or removed;

• personal care or beauty products where return would create a health or hygiene concern;

• gift cards or gift vouchers; and

• other products identified as non-returnable before purchase.

Products that have been worn, used, washed, damaged, altered, or returned without their original tags may also be refused for a voluntary change-of-mind return.

These exclusions do not apply where the customer is entitled to a remedy under the Australian Consumer Law.

A product will not lose its statutory consumer guarantee protections simply because it is a sale, promotional, personalised, or otherwise excluded item under our voluntary return policy.

Article 9 – Prices and Payment

Unless otherwise indicated, all prices shown on the Ella The Label website are displayed in Australian Dollars (AUD).

The final amount payable will be displayed during checkout before the customer submits the order.

Any applicable taxes, duties, fees, or other charges will be treated in accordance with the information displayed at checkout and applicable Australian law.

We reserve the right to change our prices at any time before an order has been placed.

Price changes will not normally affect orders that have already been accepted and paid for.

In the event of an obvious pricing, typographical, technical, or system error, we reserve the right to correct the error and, where permitted by law, cancel the affected order.

If an affected order has already been paid for and is cancelled, the customer will receive a refund of the amount paid for the cancelled order.

Payment must be made using one of the payment methods available through our checkout.

Customers are responsible for ensuring they are authorised to use the selected payment method.

Article 10 – Australian Consumer Guarantees

Our products come with rights and guarantees that may apply automatically under the Australian Consumer Law.

These rights are separate from our voluntary return policy and cannot be excluded where the law provides otherwise.

Among other requirements, products supplied to consumers must meet the consumer guarantees applicable under Australian law, which may include requirements relating to acceptable quality, fitness for purpose, and correspondence with descriptions or representations made about the product.

If a product does not meet an applicable consumer guarantee, you may be entitled to a remedy depending on the circumstances and seriousness of the problem.

A remedy may include a repair, replacement, refund, or other remedy provided by Australian law.

For a major failure, the consumer may have rights that include choosing between a replacement and a refund where provided by the Australian Consumer Law.

For a minor problem, Ella The Label may be entitled to provide an appropriate remedy within a reasonable time.

Consumer guarantee rights are not necessarily limited to a manufacturer's warranty period or our voluntary 30-day return period.

We may ask you to provide reasonable proof of purchase when requesting a remedy.

To report a faulty, damaged, defective, or incorrectly supplied product, please contact:

support@ella-thelabel.com

Please include your order number and, where possible, photographs showing the issue.

Article 11 – Delivery and Fulfilment

Ella The Label will take reasonable care when processing and fulfilling orders.

Orders are typically processed within approximately 6–48 business hours.

After processing, delivery generally takes approximately 5–9 business days.

These delivery times are estimates only and may vary due to factors such as:

• carrier delays;

• peak shopping periods;

• public holidays;

• weather;

• logistical disruptions;

• customs or import processing where applicable; or

• other circumstances outside our reasonable control.

We currently offer free shipping within Australia, subject to any different information clearly displayed at checkout.

Depending on the shipping route and delivery location, orders may be transported by Australia Post, DHL, FedEx, UPS, or another local or international carrier.

Once available, tracking information will normally be sent to the email address provided with the order.

The customer is responsible for providing a complete and accurate delivery address.

If you discover an error in your shipping information, please contact support@ella-thelabel.com as soon as possible.

We will try to update the shipping information before dispatch, but changes cannot be guaranteed once an order has been processed or shipped.

If we become aware that we cannot supply an order, or that delivery will be materially delayed, we will take reasonable steps to inform the customer and provide an appropriate solution in accordance with applicable Australian law.

Article 12 – Order Cancellations and Changes

Orders are processed quickly after being submitted.

Customers who wish to cancel or modify an order should contact:

support@ella-thelabel.com

as soon as possible.

We will make reasonable efforts to accommodate requests to:

• cancel an order;

• change a size;

• change a colour; or

• correct order information.

However, we cannot guarantee that a change or cancellation can be made once processing or fulfilment has commenced.

Once an order has been dispatched or a tracking number has been generated, cancellation may no longer be possible.

Where cancellation is no longer possible, the customer may be required to follow the applicable returns procedure after receiving the product.

Nothing in this section restricts any cancellation, refund, or other remedy that the customer is entitled to under Australian law.

Unless specifically stated otherwise, purchases made through Ella The Label are one-off transactions and do not automatically renew.

Article 13 – Payment and Payment Disputes

Payment is required at the time an order is submitted unless another payment arrangement is clearly offered at checkout.

Customers must immediately notify us if they become aware of an incorrect or unauthorised payment relating to their order.

If a customer initiates a chargeback or payment dispute through a bank, credit card provider, PayPal, or another payment provider, the relevant transaction may be dealt with through that provider's dispute procedure.

While an external payment dispute relating to a transaction remains active, we may coordinate any overlapping refund or payment request through the relevant provider to avoid duplicate reimbursement.

Opening a payment dispute does not remove any rights that cannot lawfully be excluded under the Australian Consumer Law or other applicable law.

Ella The Label reserves the right to provide relevant order, delivery, communication, and payment information to a payment provider when reasonably necessary to respond to a legitimate dispute or chargeback.

Article 14 – Complaints

If you have a complaint regarding an order, product, delivery, refund, or other service provided by Ella The Label, please contact us at:

support@ella-thelabel.com

Please provide:

• your full name;

• your order number;

• a clear description of the issue; and

• any relevant photographs or supporting information.

We will make reasonable efforts to acknowledge and investigate complaints promptly.

Where additional time is required to investigate an issue, we may contact you with an update.

If we determine that a product is faulty or that another remedy is required, we will provide the remedy required under applicable Australian law.

If a complaint cannot be resolved directly with Ella The Label, the customer may have the right to seek assistance from an appropriate Australian state or territory consumer protection agency or another competent dispute resolution body.

Article 15 – Governing Law and Disputes

These Terms & Conditions and any agreement between Ella The Label and a customer are governed by the laws applicable in Australia.

Any dispute will be subject to the jurisdiction of the courts or tribunals having competent jurisdiction in Australia.

Nothing in these Terms & Conditions is intended to:

• exclude or restrict the operation of the Australian Consumer Law;

• remove a consumer's statutory rights;

• restrict a consumer's right to seek assistance from an applicable consumer protection authority; or

• exclude any rights that cannot legally be excluded.

If any part of these Terms & Conditions conflicts with a mandatory provision of Australian law, the mandatory provision will prevail and the remaining Terms & Conditions will continue to operate to the fullest extent permitted by law.

Contact

For questions about these Terms & Conditions or your order, please contact:

Ella The Label
Email: support@ella-thelabel.com

Last updated: August 2026