Refund policy

Returns

We want you to be happy with what you buy from Evella. You have 30 days from the day your order is delivered to request a return.

To be eligible, your item must be in the same condition you received it - unused, with tags where applicable, and in its original packaging. You will also need the receipt or proof of purchase; your order number is enough.

To start a return, email support@evella.store with your order number and the reason for the return. If your return is accepted we will send you the return address and instructions. Items sent back to us without first requesting a return cannot be accepted.

Return shipping

Customers are responsible for return shipping costs, unless the item arrived damaged, defective or incorrect - in which case we cover it. Our free shipping applies to outbound delivery only.

Damage and problems

Please inspect your order when it is delivered. If the item is defective or damaged, or if you received the wrong item, contact us within 48 hours with a photo so we can evaluate it and make it right. In most cases we will replace the item or refund you in full with no return needed.

Exceptions and non-returnable items

Gift cards and final-sale items cannot be returned. If you have a question about a specific item, please get in touch before ordering.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, the item must be in the same condition you received it - unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Cancellations

Orders can be cancelled for a full refund within 12 hours of being placed, before they enter processing. Please email support@evella.store as soon as possible.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be refunded automatically on your original payment method within 10 business days. Please remember that it can take extra time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, contact us at support@evella.store.

Contact

Evella - support@evella.store. Monday to Friday, 9:00am to 5:00pm AEST. We reply to all messages within 24 hours.