Terms and conditions

Article 1 – Definitions

The following definitions apply to these General Terms and Conditions:

Withdrawal Period:
The period during which a consumer may exercise their right to withdraw from the contract.

Consumer:
An individual acting outside the scope of business or professional activity who enters into a distance contract with the business.

Continuous Contract:
A contract concerning a series of products or services delivered over time.

Right of Withdrawal:
The right of a consumer to cancel a distance contract within the withdrawal period.

Business:
Ella & Vivienne Lane, the entity offering products to consumers at a distance.

Distance Contract:
A contract concluded between the business and a consumer through distance communication technology.

Article 2 – Business Identity

Company Name: Ella & Vivienne Lane
Business Registration Number: [87510731]
Customer Service Email: info@ellaviviennelane.com
Business Location: Netherlands

Article 3 – Scope of Application

These General Terms and Conditions apply to all offers made by the business and to any distance contract concluded between the business and the consumer.
Before entering into a contract, these terms will be provided electronically or otherwise made accessible.

Article 4 – Offers

All offers made by Ella & Vivienne Lane are non-binding.
The business reserves the right to modify or withdraw any offer at any time.

Each offer clearly states the total price, including applicable taxes and any additional charges such as delivery fees where relevant.

Article 5 – Agreement

A contract is formed when the consumer accepts the offer and complies with the conditions specified. The business will confirm acceptance of the order by email.

Article 6 – Right of Withdrawal

Consumers have the right to withdraw from the contract within 14 days of receiving the product, without providing a reason.

The consumer is responsible for the cost of return shipping when exercising the right of withdrawal.

Article 7 – Costs in Case of Withdrawal

The business will refund payments within 14 days of withdrawal, provided the product is returned in its original condition, unused and with all tags attached.

Refunds will be issued using the original payment method unless otherwise agreed.

Article 8 – Customs, GST and Import Duties

Consumers are responsible for complying with all import regulations applicable in their country (for international customers).

For orders placed outside Australia, the consumer is responsible for:

  • Customs duties

  • Taxes

  • Clearance charges

  • Any administrative fees imposed by postal or courier services

Ella & Vivienne Lane is not the importer of record for goods delivered outside Australia.

The business provides required shipping documents but cannot guarantee compliance with all international import regulations.

Article 9 – Compliance with Payment Regulations

Ella & Vivienne Lane complies with applicable Australian and international regulations regarding payment monitoring and reporting through payment service providers.

Article 10 – Compliance and Warranty

The business warrants that products supplied are in conformity with the contract and meet normal expectations for quality and usability.

Any complaints regarding defects must be submitted in writing within 14 days of receipt.
Products must be returned in original packaging and condition for assessment.

Article 11 – Delivery

Orders are shipped within the specified time frame shown at checkout.
Standard delivery time is 4–10 business days within Australia, unless otherwise stated.

In case of significant delays, consumers will be notified within a reasonable timeframe.

For international orders, the consumer is responsible for all import procedures and associated costs.
Customs delays do not constitute grounds for cancellation or refund.

Article 12 – Complaint Resolution

Complaints must be submitted in writing within 7 days of identifying the issue.
The business will respond within 14 days. If more time is required, the consumer will be informed of the expected timeframe.

Article 13 – Disputes

These Terms and Conditions are governed by Australian law.
Disputes will first be addressed through amicable resolution.
If unresolved, disputes will be handled by the competent court in Melbourne, Australia.