ELK The Label

Find answers to your questions about Elk The Label products, shipping, returns, and more. Browse our help center for quick solutions and customer support.

Elk The Label Help Centre | Customer Support & FAQs

We aim to dispatch your order within 2 business days, though during peak times, this may take a little longer. Once your order has left our ELK Distribution Centre, the carrier will provide you with an estimated delivery time.
Let us know if you have any questions—we’re happy to help! 😊

We want to make finding your perfect ELK fit as easy as possible. That’s why each product on our website includes detailed sizing information to help guide you. Still unsure? Our experienced Customer Service team has tried on our pieces and knows the

We want to make finding your perfect ELK fit as easy as possible. That&#x2019;s why each product on our website includes detailed sizing information to help guide you.&#xA0;<ul style="list-style-type: undefined;margin-left:26px;"><li style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">General Size Guide &#x2013; Use this to check international size conversions.</li><li style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Size &amp; Fit Details &#x2013; Find exact garment measurements under the &apos;Size &amp; Fit&apos; drop-down on each product page.</li><li style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Compare with Your Clothes &#x2013; Lay down a piece you love the fit of, measure it, and compare it with our garment measurements. Double this for total circumference and compare with your body measurements. Generally, there&#x2019;s a 5cm difference in circumference between sizes.</li><li style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">ELK Fit Guide &#x2013; You can also find our handy <a href="https://elkthelabel.com/pages/fit-guide">ELK Fit Guide here</a>, where we designate a fit description based on a garment&#x2019;s most fitted feature. We classify our designs into four key fits: Contour, Regular, Relaxed, and Oversized. This helps you understand how each piece is designed to sit on your body. For example, a dress with a fitted bodice and a relaxed skirt is classified as a Contour Fit. You may find you wear different sizes across styles, depending on the fit.&#x2028;</li></ul>Still unsure? Our experienced Customer Service team has tried on our pieces and knows the fit inside out. If you&#x2019;ve shopped with us before, we can help recommend the best size based on what you already love. We can also assist in finding an ELK store or stockist near you if you&#x2019;d like to try something on in person.&#xA0;Contact us at hello@elkthelabel.com, or via phone, +613 9478 1800, or live chat, during business hours (AEST). Our team is ready to help!

HOW DO I KNOW WHAT SIZE I AM IN ELK?

STANDARD SHIPPING RATES. We are currently able to ship ELK to the following countries at the standard flat rates listed below:. If the delivery address is unattended, the parcel will be left in a location deemed safe by the driver. If no safe locatio

STANDARD SHIPPING RATES&#xA0;We are currently able to ship ELK to the following countries at the standard flat rates listed below:<ul style="list-style-type: undefined;margin-left:26px;"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Australia: AUD $10&#x2028;Free Standard Shipping on orders over AUD $200&#x2028;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">New Zealand: NZD $10&#x2028;Free Standard Shipping on orders over NZD $300&#x2028;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">United Kingdom: GBP 20&#x2028;England, Northern Ireland, Scotland, Wales&#x2028;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">North America: USD $25&#x2028;Canada, United States&#x2028;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Europe: EUR 25&#x2028;Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland&#x2028;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Asia Pacific:&#x2028;China: 120 CNY,&#x2028;Hong Kong: 130 HKD,&#x2028;India: 1395 INR&#x2028;Indonesia: 260,000 IDR,&#x2028;Japan: 2,400 JPY,&#x2028;Malaysia: 80 MYR,&#x2028;Philippines: 930 PHP,&#x2028;Singapore: 22 SGD,&#x2028;South Korea: 22,000 KRW,&#x2028;Taiwan: 500 TWD,&#x2028;Thailand: 580 THB,&#x2028;Vietnam: 410,000 VND,&#x2028;Sri Lanka: 5000 LKR.&#x2028;</li></ul>If the delivery address is unattended, the parcel will be left in a location deemed safe by the driver. If no safe location is available, a card will be left, and either redelivery will be arranged or the package will be taken to your local post office. Occasionally, we offer freight discounts, which will automatically update in your shopping cart if applicable. Please check our home page for any freight offers.&#x2028; SHIPPING WITHIN AUSTRALIA ONLYWe offer Free Standard Shipping for all orders over AUD $200 with an Australian shipping address. All orders are dispatched from our ELK Distribution Centre in Reservoir, Victoria.We partner with Australia Post (occasionally StarTrack) for delivery within Australia.&#xA0;<ul style="list-style-type: undefined;margin-left:26px;"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Standard Shipping: Flat rate of AUD $10</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Express Shipping: Flat rate of AUD $20 (available for Australian addresses only)&#x2028;Orders placed before 11am AEDT on business days will be dispatched the same day. Orders placed after 11am AEDT will be dispatched the next business day.&#x2028;&#x2028;</li></ul>SHIPPING INTERNATIONALLY&#x2028;We offer Free Standard Shipping for orders over NZD $300 with a New Zealand shipping address.&#x2028;<ul style="list-style-type: undefined;margin-left:26px;"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">We partner with FedEx Priority for deliveries to North America, and a combination of FedEx Priority and DHL Express for other international destinations.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">ELK pays all applicable duties for North America and New Zealand</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">For North America and New Zealand, taxes will be calculated in the shopping cart if required.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">For all other countries,&#xA0;we do not offer DDP (Deliver Duty Paid) for our shipments. However, we do offer DAP (Delivered at Place) where the customer is responsible for paying any applicable duties and taxes. This means that customers will need to pay customs fees themselves upon delivery. Please refer to your countries threshold on Taxes and Duties.&#x2028;&#x2028;</li></ul>TRACKING YOUR ORDER&#x2028;<ul style="list-style-type: undefined;margin-left:26px;"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Once your order is packed and ready for dispatch from our Melbourne Distribution Centre, you will receive an email notification.&#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">When your order is collected by our carrier, they&#x2019;ll provide tracking details and an estimated delivery time.&#x2028;</li></ul>If you need assistance tracking your parcel, feel free to contact our Customer Service team at hello@elkthelabel.com or call +613 9478 1800, Monday to Friday, 9am to 5pm (AEST).&#xA0;STANDARD PROCESSING&#xA0;TIMES&#xA0;<ul style="list-style-type: undefined;margin-left:26px;"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">We aim to dispatch your order within 2 business days.&#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">During peak times, dispatch times may be slightly longer.&#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Your carrier will provide you with an estimated delivery time once they&#x2019;ve collected the package from our ELK Distribution Centre.</li></ul>SUSTAINABLE PACKAGING&#xA0;&#x2028;<ul style="list-style-type: undefined;margin-left:26px;"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">We take great care to ensure our packaging has the smallest environmental impact possible whilst ensuring it arrives to you in pristine condition.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">All our online orders are plastic-free, and our packaging materials are reusable, recyclable, or compostable (with the occasional piece of sticky tape used only when absolutely necessary!).</li></ul>

WHAT IS YOUR SHIPPING POLICY?

To Click & Collect your order from one of our Victorian stores, proceed to Checkout and under Shipping method chose a Local Pick Up location. Click & Collect is a free service. All online Click & Collect orders are packed from our Distribution Centre

To Click &amp; Collect your order from one of our Victorian stores, proceed to Checkout and under Shipping method chose a Local Pick Up location. Click &amp; Collect is a free service. All online Click &amp; Collect orders are packed from our Distribution Centre in Reservoir, VIC and delivered to our ELK stores either by our in-house van or courier service.&#xA0;You will receive a&#xA0;&apos;Ready For Collection&apos; email notification once the designated store has received your order and it is ready to pick up. &#x2028;Collection is available at Preston, Albert Park, Little Collins, Carlton, South Yarra, Brighton, Barwon Heads, Newtown, Mornington and at our Reservoir Clearance Store.&#xA0;For store hours, please see our <a href="https://elkthelabel.com/pages/stockists">Find A Store Page</a>. If you have any questions or need to confirm your order&#x2019;s arrival, feel free to contact the store directly.&#xA0;Please note, collection times can vary between stores. Generally, it takes about 2 business days for your order to reach our metropolitan stores from our Distribution Centre. Delivery to our ELK regional stores, Barwon Heads, Newtown, or Mornington can take 2&#x2013;4 days.&#xA0;The Reservoir Clearance Store is open on weekends only&#x2014;Saturday from 9am to 4pm, and Sunday from 11am to 4pm.&#xA0;Please don&apos;t hesitate to contact our Customer Service team at <a href="mailto:hello@elkthelabel.com">hello@elkthelabel.com</a> or phone 03 9478 1800 during business hours for advice or further assistance.

HOW DOES CLICK & COLLECT WORK?

We are happy to offer you a credit or refund on most items. Please see conditions and timeframes below for returning an item to ELK from an Australian order:  Full Price Items (includes promotional items): Returns within 30 days of purchase—receive a

We are happy to offer you a credit or refund on most items.&#x2028; &#xA0;Please see conditions and timeframes below for returning an item to ELK from an&#xA0;Australian order: &#xA0; Full Price Items (includes promotional items): Returns within 30 days of purchase&#x2014;receive a credit or refund.Discounted Items: Returns within 14 days of purchase&#x2014;receive a credit.Final Sale Items: No returns.*Please refer to the REFERENCE section below for further clarification on Full Price, Discounted Items, and Final Sale Items.&#x2028;To be eligible for a credit (issued as a gift voucher) or refund, the item must meet the following criteria:<ul style="margin-bottom:0cm;margin-top:0cm;" type="disc"><li style="margin: 0cm 0cm 8pt; line-height: 107%; font-size: 16px; font-family: Calibri, sans-serif;">Returned within the applicable timeframes above.</li><li style="margin: 0cm 0cm 8pt; line-height: 107%; font-size: 16px; font-family: Calibri, sans-serif;">Proof of purchase is provided (either receipt or order number).</li><li style="margin: 0cm 0cm 8pt; line-height: 107%; font-size: 16px; font-family: Calibri, sans-serif;">Returned in its original, unused condition with ELK tags attached, and shoes returned in their original box.</li><li style="margin: 0cm 0cm 8pt; line-height: 107%; font-size: 16px; font-family: Calibri, sans-serif;">Purchased from www.elkthelabel.com or an ELK retail store.</li></ul>Please note, we cannot accept returns on items purchased from ELK stockists&#x2014;those must be returned to the original place of purchase. &#xA0;&#xA0; &#xA0;The cost of returning goods is the responsibility of the purchaser. ELK is not liable for any items damaged or lost during return transit. We strongly recommend using a shipping method that includes insurance for items in transit. Please keep the postal receipt and tracking number to confirm your return&#x2019;s arrival at ELK. &#xA0;&#xA0; EXCHANGES&#x2028;Unfortunately, we currently cannot facilitate exchanges. Instead, we&#xA0;recommend returning the incorrect item for a credit (issued as a gift voucher to use on your next ELK purchase), or refund and then placing a new order for the correct item.<ul style="margin-bottom:0cm;margin-top:0cm;" type="disc"><li style="margin: 0cm 0cm 8pt; line-height: 107%; font-size: 16px; font-family: Calibri, sans-serif;">Unfortunately, we cannot guarantee that your new item will still be in stock and available for purchase by the time your parcel is received and processed by the ELK Returns Department, or you visit one of our ELK stores.</li><li style="margin: 0cm 0cm 8pt; line-height: 107%; font-size: 16px; font-family: Calibri, sans-serif;">To ensure you don&#x2019;t miss out, we highly recommend checking our website to confirm the new item you are wanting is available and purchasing the new item before returning your unwanted item.</li></ul>For advice on available stock, sizing, or styling, reach out to our Customer Service team. <hr>&#xA0;INTERNATIONAL RETURNS Please see conditions and timeframes below for returning an item to ELK from an&#xA0;International order: &#xA0; Full Price Items (includes promotional items): Returns within 30 days of purchase&#x2014;receive a credit or refund.Discounted Items: No returns.Final Sale Items: No returns.*Please refer to the REFERENCE section below for further clarification on Full Price, Discounted Items, and Final Sale Items.Please refer to the REFERENCE section below for definitions of Full Price and Discounted Items.To be eligible for a refund, the item must meet the following criteria:<ul style="margin-bottom:0cm;margin-top:0cm;" type="disc"><li style="margin: 0cm; line-height: normal; font-size: 16px; font-family: Calibri, sans-serif;">Received within the above applicable timeframes.</li><li style="margin: 0cm; line-height: normal; font-size: 16px; font-family: Calibri, sans-serif;">Proof of purchase is provided via receipt or order number.</li><li style="margin: 0cm; line-height: normal; font-size: 16px; font-family: Calibri, sans-serif;">Returned in its original, unused condition with ELK tags attached.&#xA0;</li><li style="margin: 0cm; line-height: normal; font-size: 16px; font-family: Calibri, sans-serif;">Shoes returned in their original box.</li><li style="margin: 0cm; line-height: normal; font-size: 16px; font-family: Calibri, sans-serif;">Purchased from www.elkthelabel.com or an ELK retail store. Please note, we cannot accept items purchased from an ELK stockist - you need to return to the original place of purchase.</li></ul> <hr> REFERENCES<ul style="margin-bottom:0cm;margin-top:0cm;" type="disc"><li style="margin: 0cm 0cm 8pt; line-height: 107%; font-size: 16px; font-family: Calibri, sans-serif;">Promotional Items&#xA0;include full-price items temporarily discounted or reduced through our newsletter subscriber offer. For hygiene reasons, we do not accept returns on full-price or discounted earrings, face masks, or swimwear, unless deemed faulty.</li><li style="margin: 0cm 0cm 8pt; line-height: 107%; font-size: 16px; font-family: Calibri, sans-serif;">Discounted Items&#xA0;refer to any sale items that are permanently reduced. Please refer to our Terms and Conditions page for the return criteria during promotional sale periods.</li><li style="margin: 0cm 0cm 8pt; line-height: 107%; font-size: 16px; font-family: Calibri, sans-serif;">Final Sale Items&#xA0;are clearly marked on your receipt and order confirmation as &#x201C;final sale&#x201D; and cannot be returned unless the item is faulty.</li></ul>&#xA0;<hr> RETURN PAYMENT METHOD&#x2028;Credit Voucher: Your credit will be emailed to you as a gift voucher for the value of your items.Refunds: Refunded via the original payment method.<ul style="margin-bottom:0cm;margin-top:0cm;" type="disc"><li style="margin: 0cm 0cm 8pt; line-height: 107%; font-size: 16px; font-family: Calibri, sans-serif;">If your purchase was split between a gift voucher and another payment method, we will refund the gift voucher first, then any remaining balance to your other payment method.</li><li style="margin: 0cm 0cm 8pt; line-height: 107%; font-size: 16px; font-family: Calibri, sans-serif;">You will receive an email confirmation when your refund is processed.</li></ul>AfterPay Refunds:<ul style="margin-bottom:0cm;margin-top:0cm;" type="disc"><li style="margin: 0cm 0cm 8pt; line-height: 107%; font-size: 16px; font-family: Calibri, sans-serif;">For online purchases, your refund will be returned automatically.</li><li style="margin: 0cm 0cm 8pt; line-height: 107%; font-size: 16px; font-family: Calibri, sans-serif;">In-store, our retail team can assist with AfterPay refunds. You&#x2019;ll need to open the AfterPay app, select the order you&apos;re returning, and follow the prompts. Please allow up to 10 days for processing. AfterPay refunds will often appear as a reduction on your balance rather than a lump sum refund.&#x2028;To learn more about Afterpay refunds please see further information by clicking the following link to view on the <a href="https://help.afterpay.com/hc/en-au/articles/360031623571-How-do-Refunds-and-Returns-work-at-Afterpay-">AfterPay website.</a>&#x2028;</li></ul> For further details, you can review our <a href="https://elkthelabel.com/pages/returns">Returns Policy</a> or please contact ELK Customer Service via email, <a href="mailto:hello@elkthelabel.com">hello@elkthelabel.com,</a> or via phone, +613 9478 1800 during business hours (AEST).&#xA0;&#xA0;

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HOW DO I KNOW WHAT SIZE I AM IN ELK?

WHAT IS YOUR SHIPPING POLICY?

HOW DOES CLICK & COLLECT WORK?

ELK’S RETURN & REFUND POLICY

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