Returns and Refund Policy

We hope you love everything that you order from us, but if you’re not happy with the size, colour or fit,  we will happily refund your purchase.

We have a 14-day returns policy, which means you have 14 days after receiving your item to request a return. 

We recommend that you try your garment on as soon as you receive it to allow time for a return.

To be eligible for a return, items must be in their original condition with all tags, garment labelling and packaging intact. Please include the original receipt.

Items that have been worn or washed cannot be returned.

Gift cards, underwear and earrings are non refundable. 

For change of mind purchases the return postage is at the customers cost and will not be refunded. If the item is faulty or you were sent the wrong item we will refund the postage cost.

Your refund will be credited to the original method of payment as soon as the item has been received, excluding delivery costs (unless returned in accordance with your statutory rights eg. They are faulty or not as ordered).

You can always contact us for any return questions at help@ecolena.com.au. 

POSTAL RETURNS:

Please return your purchase by posting it, along with your online receipt to the address below and include a clear note with the reason for return. We will credit your original method of payment (or you can elect to have a store credit to use towards your next purchase in-store or online), less any shipping cost . Please indicate your preference.

Please note that all returns remain the responsibility of the purchaser until received by Ecolena. We recommend you use a trackable method of return such as a courier or Australia Post satchel or registered mail.

Please send all returns to:

ATTN: Returns
ECOLENA
342 Bong Bong Street, 
Bowral, NSW, 2576.

IN-STORE RETURNS:

You are welcome to return your item directly to our Ecolena Store in Bowral, saving you return postage and waiting time for your financial institution to process your refund. We will refund your original method of payment, excluding any shipping costs. You may also elect to have a store credit in which case the original price including the shipping charge will be credited.

RETURNS AS PART OF PROMOTIONAL OFFERS OR SALES: 

In the instance of an extra sale offered on top of items already on sale or even at full price, for example: “Buy 5 Items Get A Further 20% off”, If you return any items taking your total purchased items now below the original promotional offer, (ie, you originally bought 5 items, returned 1 item, meaning you have now only bought 4 items), you will be refunded the difference of the item returned versus what the 4 items are now priced at without the discount.

As an example, a customer buys 5 items at $500, (each item is $100), then gets the further 20% off. The total they now pay is $400 as the items are reduced to $80 each. The customer returns 1 item. The 4 items now purchased go back to the original price of $100 each (not $80 each when the extra discount was applied), as the customer no longer qualifies for the extra 20% off. 

In this instance there is no refund for the returned item, as the 4 items they still have go back to the original price of $100 each before the further discount). As they happened to pay $400 when the discount was originally applied there is no difference in money to refund for the returned item.

Each case will differ pending the cost of each item and the item returned, therefore the refund amount will be adjusted on a case by case basis.

As another example, if the offer is “Buy 5 items get 2 extra free items” the free items will be the two cheapest items of the 7 items you get. If you return any items they can only be exchanged for an item of the same or lesser value and this is only valid if items, as part of the promotion, are still available or “while stock lasts”. There will be no refunds on wrong items purchased or for change of mind.