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Here are a few answers to questions we get asked regularly about our knitwear, clothing and accessories.

 


 

WHERE CAN I FIND MORE INFORMATION ABOUT ELLA SANDERS?

You can visit our About Us page at www.ellasanders.com.au to find out more about the background and philosophy behind ELLA SANDERS.

WHAT IS THE BEST WAY TO CARE FOR MY ELLA SANDERS ITEM?

Knitwear and/or accessories purchased from ELLA SANDERS must be treated with care and love. We recommend that you don’t wear heavy jewellery while trying on your garments as clasps, jewels or rings may catch the knit fabric causing it to pull. The best way to launder your item, if knitted, is dry clean only. All care label instructions are clearly labeled on each garment. This will ensure safe and correct laundering that will ensure your garment to last through many years.

DO YOU OFFER WHOLESALE ACCOUNTS?

Yes we do! We’d love for you to join our growing list of online and fashion, home and gift retailers. Please contact us at [email protected] who will gladly deal with your request.

WHAT YARNS & FABRICATIONS DO YOU USE IN YOUR PRODUCT?

We pride ourselves sourcing and designing with our signature 100% Australian Merino Wool throughout our winter ranges along with our many other luxe natural yarns and fabrications. Our summer ranges include pure cotton, cashmere and lightweight yarns and fabrics. We endeavour to use only the most highest quality natural eco friendly & ethically sourced yarns and fabrications in our product.

WHAT FORMS OF PAYMENTS DO YOU ACCEPT ONLINE?

We accept the following forms of payment at ellasanders.com.au:
MasterCard
Visa
Paypal
AfterPay

WHAT IF I RECEIVE AN INCORRECT ITEM ORDERING ONLINE?

If you have received an item you did not order, please email us at [email protected] so we can resolve this ASAP for you.

WHAT IF MY ITEM IS FAULTY?

We're so sorry if an item you received is not in perfect condition. In the unlikely event of a faulty item please follow the returns process and email us along with a photo of the fault to [email protected]. We will meet our obligations under the Australian Consumer Law or similar legislation which may include replacing the item if the stock is available or giving you a refund upon receiving your faulty item back.

DO I HAVE TO PAY FOR SHIPPING MY RETURN?

Subject to our obligations under the Australian Consumer Law or similar legislation, for any return you will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us safely we will not be able to complete the refund, we recommend sending via a traceable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed.

Please note: Subject to our obligations under the Australian Consumer Law or similar legislation, international returns cannot be accepted where the value of the items being returned in one shipment is over $1000. Please ship the items separately as we are not responsible to pay duties to receive the goods. If there is a charge it may be deducted from your final refund.

CAN I EXCHANGE AN ITEM?

Due to the limited nature of our pieces, we do not offer exchanges on any items. If you would like a different size or item, we recommend purchasing the new item and following the returns process for a refund.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept all major credit and debit cards: Visa, MasterCard via PayPal,  PayPal and AfterPay.

SECURITY

When processing PayPal for payments, PayPal automatically encrypts your confidential information in transit from your computer to ours using the secure sockets layer protocol (ssl) with an encryption key length of 128-bits (the highest level commercially available). You can find more information by visiting www.paypal.com. When purchasing via AfterPay please refer to AfterPay terms and conditions via there website www.afterpay.com .

DO I NEED A PAYPAL ACCOUNT TO PURCHASE FROM THIS STORE?

No, you are not required to have a PayPal account to purchase from this store, although if you already have a PayPal account you may use it.

PRICING

All prices are in Australian Dollars (AUD) and include 10% GST.  ELLA SANDERS reserves the right to change pricing at our discretion and without notice.