Refund policy

Ella&Jo PTY Limited — Refund & Returns Policy

Last updated: July 2026

We want you to be happy with your Ella&Jo purchase. If you are not completely satisfied, we offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To qualify for a return, your item must meet the following requirements:

  • In the same condition that you received it
  • Unworn, unused, and unwashed
  • With all original tags attached
  • In its original packaging
  • Accompanied by proof of purchase (order number or receipt)

How to Start a Return

To request a return, please contact us at:

ellaandjokids@gmail.com

Once your return has been approved, please send the item to the following address:

15 Pine Avenue, Blouberg, Cape Town, 7441, South Africa

Please note that items sent back without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order when it arrives and contact us as soon as possible if:

  • The item is defective
  • The item is damaged
  • You received the wrong item

We will review the issue and work with you to resolve it as quickly as possible.

Non-Returnable Items

For hygiene, safety, and promotional reasons, certain items cannot be returned, including:

  • Sale items
  • Gift cards
  • Custom or special-order items (if applicable)
  • Personal care items (if applicable)

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

Exchanges

The quickest way to receive the item you want is to:

  1. Return the original item (once approved)
  2. Place a separate order for the new item

Refunds

Once your return has been received and inspected, we will notify you whether the refund has been approved.

If approved:

  • Your refund will be processed to your original payment method
  • This will typically take up to 10 business days

Please note that banks and card providers may take additional time to process and reflect the refund in your account.

If more than 15 business days have passed since approval, please contact us.

Contact Us

If you have any questions about returns or refunds, please contact us at:

ellaandjokids@gmail.com