Returns Policy


We offer a 30 day return/exchange for any hair extension product that is still in its original ties and packaging. Because we want you to be completely happy with your new extensions.


You have 30 days from the date of delivery, but we recommend that you check your item/s immediately after receiving them. Should you have any concerns, are unsatisfied for any reason or would like to arrange a return or exchange, please contact our customer care team as soon as possible via


Change of Colour

As hair stylists ourselves, we understand how difficult it can be to identify the correct colour match from a computer screen; as such we are pleased to offer free exchanges.

Simply email us on with your order number and our customer care team will help you from there.

You will be required to cover the shipping costs, however there will be no further charges applied from The Ellie B Collection.


Faulty or Damaged

In the unlikely event that your item/s arrive to you in an unsatisfactory state, be it damaged/faulty or not as advertised. You may be eligible for a full refund as per our obligations under Australian Consumer Law. Therefore, please spare no time in raising your concerns with our customer care team via They will work with you to come to a timely resolution. We want you to be 100% happy with your purchase and the service you receive.


Unsuitable for Return or Exchange.

Unfortunately, if you have released the ties that secure the extensions to the backing card, we are unable to accept a return of the product for a refund or exchange. It is very easy to check the colour without removing these ties, so please do so to ensure you can return if you wish.

If it has been more than 30 days since the item was officially delivered by the courier you cannot return/exchange.

If you wash, colour, treat or tamper with the hair in any way it cannot be returned/exchanged.

As with all hair extension companies, we do not allow opened products to be returned as a matter of health and safety, and personal hygiene. As such, we cannot refund or exchange ANY item that has been removed from its ties or tampered with in any way.


How to Return

For our Australian customers, we recommend using an Australia Post Express Satchel when sending the extensions back. Please ensure you take note of delivery times to brisbane (where we are located), as times may vary depending on your location. If you are exchanging an item, you may include, in your parcel, a self addressed Australia Post Express Satchel for us to send you your new extensions. You can opt to have our courier service conduct the returns shipping for you. This cost will be quoted to you and payment received prior to shipping.


Refund Expectancy

Any refund issued will be issued to your original payment method after we have received and inspected the returned item/s. Refund times may vary depending on your chosen credit institution. Typically, customers receive cleared funds in their account within 5 business days of the refund being processed. Our customer care team will be available to you during any refund process. Should you have any questions or concerns, please do not hesitate to reach out to them via



Non-Delivered Item

All of our orders are dispatched with licensed, professional and reliable courier services, however on very rare occasions orders can be misplaced.

Should your item not arrive in the expected time, please contact us immediately as any lost items will need to be followed up with the courier.

Our customer care team is always available should you have any issues with a delivery. We understand that your order is generally made for a specific client, and we will endeavour to accommodate where possible.

Prior to sending any item back, your return must first be raised with our customer care team via

Do not send items back to us without first contacting the customer care team.