You can either return your online order to an Australia Post office. Contact us to start this process.

Please also see our returns policy for more details.

Once your order has been processed you will be sent a shipment confirmation email which will include your new tracking number.

You can also find the tracking number by logging into your account and viewing your orders. If you are having trouble locating your tracking number, please contact our customer care team at customercare@ellakaye.com who can assist you further.

We are extremely sorry about your faulty item. So that we can assist you further, please email customercare@ellakaye.com with your order number and an image that identifies the fault so that we can provide you with a suitable solution.

The Afterpay payment option is managed by Afterpay directly, so we have no control over the acceptance or rejection of payments.

There are a few reasons why a payment can be declined with Afterpay:

- Your first payment amount must be available at the time of purchase
- Your Afterpay account has overdue payments owing
- The Afterpay risk management department has declined your payment

For any questions regarding your Afterpay payment please contact Afterpay.

Please contact us as soon as possible if you have entered the wrong shipping information. If it has not yet been dispatched, we will try our hardest to intercept and update it for you.

If the order has been dispatched, we can reach out to Australia post on your behalf to request that the order be recalled. If recalled we are more than happy to assist in re-delivering the order to your correct address.