Important notes:*Your exchange order will automatically be shipped with Standard Shipping to your chosen address. Click & Collect cannot be facilitated via online exchange order. *If you are needing your exchange item quickly, we suggest physically d

<div data-block="true" data-editor="es84d" data-offset-key="dhbba-0-0" id="isPasted"><div data-offset-key="dhbba-0-0"><span style="font-size: 16px;"><strong>We have recently updated our return &amp; exchange policy as of May 2026, so please read carefully.</strong></span><br><br><span data-offset-key="dhbba-0-0" style=" text-decoration: underline;"><span data-text="true"><strong><span style="font-size: 18px;">STEP 1</span></strong></span></span><span style="font-size: 16px;"><br></span><span data-offset-key="dhbba-0-2"><span data-text="true" style="font-size: 16px;"><strong>Create an exchange request for your online order</strong></span></span><span style="font-size: 16px;"><br></span><span data-offset-key="dhbba-0-3"><span data-text="true" style="font-size: 16px;">&#x2022; You will need your email address and order number. </span></span><span style="font-size: 16px;"><br></span><span data-offset-key="dhbba-0-3"><span data-text="true" style="font-size: 16px;">&#x2022; These can be found on the original order confirmation email or log into your account.</span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="7cseg-0-0"><div data-offset-key="7cseg-0-0"><span data-offset-key="7cseg-0-0"><span data-text="true" style="font-size: 16px;">&#x2022; If you are returning an item from an exchange order, this order number might start with EXCAU_ _ _ _ _ or be a new AU _ _ _ _ _</span></span><span style="font-size: 16px;"><br></span><span style="font-size: 16px;"><a href="https://elkthelabel.shipstationreturns.com/login" target="_blank" rel="noopener noreferrer" style=" text-decoration: none !important;"><span data-offset-key="7cseg-1-0"><span data-text="true">CLICK HERE to create a return via the Returns Portal</span></span></a><br></span><span style="font-size: 16px;"><br></span><span data-offset-key="7cseg-2-1" style=" text-decoration: underline;"><span data-text="true" style="font-size: 18px;"><strong>STEP 2</strong></span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="7ue9s-0-0"><div data-offset-key="7ue9s-0-0"><span data-offset-key="7ue9s-0-0"><span data-text="true" style="font-size: 16px;"><strong>Follow the instructions on the portal to select the item/s for return</strong></span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="7vpn7-0-0"><div data-offset-key="7vpn7-0-0"><span data-offset-key="7vpn7-0-0"><span data-text="true" style="font-size: 16px;">&#x2022; Choose for an exchange of the same item but alternate size/colour or choose another item in our collection.</span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="6d8t1-0-0"><div data-offset-key="6d8t1-0-0"><span data-offset-key="6d8t1-0-0"><span data-text="true" style="font-size: 16px;">&#x2022; Any discounts applied to the original item will be carried over automatically.</span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="d04pq-0-0"><div data-offset-key="d04pq-0-0"><span data-offset-key="d04pq-0-0"><span data-text="true" style="font-size: 16px;">*If you are returning an item for exchange, we will send the new item out to you for free.</span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="53skf-0-0"><div data-offset-key="53skf-0-0"><span data-offset-key="53skf-0-0"><span data-text="true" style="font-size: 16px;">* If you choose to exchange an item for a higher price, you will be prompted to pay the difference. </span></span><span style="font-size: 16px;"><br></span><span data-offset-key="53skf-0-0"><span data-text="true" style="font-size: 16px;">* If you choose to exchange an item for a lower price, you will be refunded the difference to your original payment method.</span></span><span style="font-size: 16px;"><br></span><span style="font-size: 16px;"><br></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="bjlui-0-0"><div data-offset-key="bjlui-0-0"><span data-offset-key="bjlui-0-1" style=" text-decoration: underline;"><span data-text="true" style="font-size: 18px;"><strong>STEP 3</strong></span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="5aag7-0-0"><div data-offset-key="5aag7-0-0"><span data-offset-key="5aag7-0-0"><span data-text="true" style="font-size: 16px;"><strong>Confirm your shipping address &amp; items</strong></span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="98lc-0-0"><div data-offset-key="98lc-0-0"><span data-offset-key="98lc-0-0"><span data-text="true" style="font-size: 16px;">&#x2022; Confirm your preferred Shipping Address for the exchange item, in the &apos;</span></span><span data-offset-key="98lc-0-1"><span data-text="true" style="font-size: 16px;"><strong><em>Ship From Address&apos;</em></strong></span></span><span data-offset-key="98lc-0-2"><span data-text="true" style="font-size: 16px;"> section. </span></span><span style="font-size: 16px;"><br></span><span data-offset-key="98lc-0-3"><span data-text="true" style="font-size: 16px;"><strong>*This will automatically default to the address used on your original order, so be sure to change it if needed!</strong></span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="9rn4k-0-0"><div data-offset-key="9rn4k-0-0"><span data-offset-key="9rn4k-0-0"><span data-text="true" style="font-size: 16px;">&#x2022; Confirm the items selected for exchange/refund are correct</span></span><br><span data-offset-key="9rn4k-0-0"><span data-text="true" style="font-size: 16px;"><em>* Unfortunately, we do not have the ability to offer Click &amp; Collect on an exchange order. If you need Express delivery please contact Customer Service immediately with your new order number</em></span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="e20b1-0-0"><div data-offset-key="e20b1-0-0"><span data-offset-key="e20b1-0-0" style="font-size: 16px;"><br data-text="true"></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="87o5c-0-0"><div data-offset-key="87o5c-0-0"><span data-offset-key="87o5c-0-0" style=" text-decoration: underline;"><span data-text="true" style="font-size: 18px;"><strong>STEP 4</strong></span></span><span style="font-size: 16px;"><br></span><span data-offset-key="87o5c-0-2"><span data-text="true" style="font-size: 16px;"><strong>Post your parcel</strong></span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="4bbev-0-0"><div data-offset-key="4bbev-0-0"><span data-offset-key="4bbev-0-0"><span data-text="true" style="font-size: 16px;">&#x2022; Choose to print the label at home or at an Australia Post Office via the QR code on the label.</span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="bgrcd-0-0"><div data-offset-key="bgrcd-0-0"><span data-offset-key="bgrcd-0-0"><span data-text="true" style="font-size: 16px;">&#x2022; We recommend you take your parcel directly to a post office because it is the physical scanning of the label barcode that prompts reserving the stock for you. </span></span><span style="font-size: 16px;"><br></span><span data-offset-key="bgrcd-0-0"><span data-text="true" style="font-size: 16px;">&#x2022; Securely wrap your parcel and drop it off at a street post box, Post Office, or Parcel Locker. </span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="dk4kd-0-0"><div data-offset-key="dk4kd-0-0"><span data-offset-key="dk4kd-0-0" style="font-size: 16px;"><br data-text="true"></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="ddras-0-0"><div data-offset-key="ddras-0-0"><span data-offset-key="ddras-0-0" style=" text-decoration: underline;"><span data-text="true" style="font-size: 18px;"><strong>STEP 5</strong></span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="2g87p-0-0"><div data-offset-key="2g87p-0-0"><span data-offset-key="2g87p-0-0"><span data-text="true" style="font-size: 16px;"><strong>Wait for your exchange request to be accepted</strong></span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="cli3g-0-0"><div data-offset-key="cli3g-0-0"><span data-offset-key="cli3g-0-0"><span data-text="true" style="font-size: 16px;">&#x2022; You will receive an email confirmation when the return request is submitted &amp; accepted</span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="echpo-0-0"><div data-offset-key="echpo-0-0"><span data-offset-key="echpo-0-0"><span data-text="true" style="font-size: 16px;">&#x2022; When you drop off your parcel to Australia Post, and they have scanned it, this will prompt our Melbourne Distribution Centre to prepare your new item for shipping.&#xA0;</span></span></div></div><div data-block="true" data-editor="es84d" data-offset-key="2d8ua-0-0"><div data-offset-key="2d8ua-0-0"><span data-offset-key="2d8ua-0-0"><span data-text="true" style="font-size: 16px;">&#x2022; Look out for your &apos;Ready To Ship&apos; email with tracking, when your exchange order is ready for pick up by the carrier from our Distribution Centre.&#xA0;</span></span></div></div><p><span style="font-size: 16px;"><br></span></p><p><span style="font-size: 16px;"><em>Important notes:</em></span><em><br></em><em><br></em><span style="font-size: 16px;"><span style="font-size: 16px;"><em>*Your exchange order will <u>automatically</u> be shipped with Standard Shipping to your chosen address. Click &amp; Collect cannot be facilitated via online exchange order.&#xA0;</em></span></span></p><p><span style="font-size: 16px;"><span style="font-size: 16px;"><em>*If you are needing your exchange item quickly, we suggest physically dropping it off at the Post Office desk, to ensure it is accepted into their system as quickly as possible (rather than dropping it off at a Post Box).</em></span></span></p>

How to exchange online (Australia)

Unfortunately, we cannot facilitate exchanges for International orders. Full-price and Sale items are eligible for refund within 45 days of purchase. If you require an alternate size or colour, then we recommend either re-purchasing at your earliest

<p>Unfortunately, we cannot facilitate exchanges for International orders. Full-price and Sale items are eligible for refund within 45 days of purchase. If you require an alternate size or colour, then we recommend either re-purchasing at your earliest convenience or waiting to receive your refund then re-purchasing your preferred item.&#xA0;<br><br><em>*If you are needing to re-purchase an alternate item that originally had a promotional discount applied to it, reach out to our Customer Service team to assist. Please contact us via email, hello@elkthelabel.com, or via phone, +613 9478 1800 during business hours (AEST).</em></p><p>&#xA0;</p><p><br></p><p><br><br><br></p>

How to exchange an international order

If your purchase isn’t quite right, you’re welcome to visit any ELK store to arrange an exchange.*Please note that the way we process online exchanges & in-store exchanges is now different, so please read the below carefully:* If your order was origi

<p data-start="89" data-end="125" id="isPasted"><span style="font-size: 16px;"><strong>If your purchase isn&#x2019;t quite right, you&#x2019;re welcome to visit any ELK store to arrange an exchange.</strong></span><br><br><span style="font-size: 16px;"><strong><span style="font-size: 16px;" id="isPasted"><span style="color: rgb(184, 49, 47);">*Please note that the way we process online exchanges &amp; in-store exchanges is now different, so please read the below carefully:</span></span></strong></span><br><br><em>* If your order was originally placed online and a return has already been lodged via our Returns Portal, this will need to be completed by post.</em><br><br><em>* If you have received your online exchange order and now require a refund (full-price only), this will <em id="isPasted">need to be completed by the online returns portal, not in-store.Our retail team is not able to process a refund via their system in-store. &#xA0;</em></em><br><span style="font-size: 16px;"><br>Here&#x2019;s how the process works for a first-time in-store exchange:<br></span></p><p data-start="256" data-end="482"><span style="font-size: 16px;"><strong><u>1. Bring your item and proof of purchase</u></strong><br data-start="300" data-end="303">Please ensure you have your item with you, along with your receipt or order confirmation. Items must be in their original condition and with all tags attached.</span></p><p data-start="484" data-end="630"><span style="font-size: 16px;"><strong><u>2. Visit an ELK store &amp; choose your new item</u></strong><br data-start="519" data-end="522">Our team will assist you in finding a suitable replacement, whether it&#x2019;s a different size, colour, or style. We recommend checking stock availability with your preferred store before you visit, as availability does differ between stores, especially for sale stock.</span></p><p data-start="906" data-end="1029"><span style="font-size: 16px;"><strong><u>3. Finalise your exchange</u></strong><br data-start="935" data-end="938">Once your new item is selected, our team will return your original item to a Gift Card and then use the Gift Card to re-purchase your preferred item.&#xA0;<br></span></p><ul data-start="1063" data-end="1357"><li style="font-size: 16px; font-style: italic;"><em>For hygiene reasons, no returns or exchanges on earrings</em></li></ul><p data-start="1359" data-end="1443"><span style="font-size: 16px;">If you&#x2019;re unsure about your eligibility, our retail store and Customer Service teams are always happy to assist.</span></p>

How to exchange through an ELK store

You can only cancel an exchange request prior to dropping your exchange parcel off to the Post Office. Log into our Returns Portal and select your applicable order & click on 'cancel request'.*Please note - we are not able to edit or cancel exchange

<p>You can <u>only</u> cancel an exchange request prior to dropping your exchange parcel off to the Post Office. Log into our <a href="https://elkthelabel.shipstationreturns.com/login" target="_blank" rel="noopener noreferrer"><strong><u>Returns Portal</u></strong></a> and select your applicable order &amp; click on &apos;<em>cancel request</em>&apos;.<br><br><em>*Please note - we are not able to edit or cancel exchange orders after you have dropped them off at the Post Office, as once it is scanned into their system, it prompts the shipping of your new order to be despatched.</em></p>

Can I cancel an exchange request?

If you have submitted an exchange request via our Returns Portal, your request will be confirmed by our team, and you will receive an email confirming this. For your first exchange, you will receive a free return label and your preferred item will be

<p><span style="font-size: 16px;">If you have submitted an exchange request via our <a href="https://elkthelabel.shipstationreturns.com/login" target="_blank" rel="noopener noreferrer">Returns Portal</a>, your request will be confirmed by our team, and you will receive an email confirming this. For your <em>first</em> exchange, you will receive a free return label and your preferred item will be sent out to you free.&#xA0;</span></p><p><span style="font-size: 16px;">Once you have received your postage label for the exchange, you may safely package your exchange items and drop them off at the post office.<br></span></p><p><span style="font-size: 16px;">What will happen for an item exchange:</span></p><ul><li style="font-size: 16px;">When you drop off your parcel to Australia Post, and they have scanned it, this will prompt our Melbourne Distribution Centre to prepare your new item for shipping.</li><li style="font-size: 16px;">We recommend you take your parcel directly to a post office because it is the physical scanning of the label barcode that prompts reserving the stock for you.&#xA0;</li><li style="font-size: 16px;">Keep an eye out for your new order confirmation via email.</li></ul><p><span style="font-size: 16px;"><br>Once Australia Post has scanned in your package into their system, this will trigger the fulfilment of the exchange order to be shipped to you.&#xA0;<br><br><strong><em>*Your exchange order will automatically be shipped with Standard Shipping to your chosen address. Click &amp; Collect cannot be facilitated via an online exchange order.</em></strong>&#xA0;<br><br>* If you are needing your exchange item quickly, we suggest physically dropping it off at the Post Office desk, to ensure it is accepted into their system as quickly as possible (rather than dropping it off at a Post Box).&#xA0;<br></span></p><p><span style="font-size: 16px;">* If you are returning an item for exchange, we will send the new item out to you for free.</span><br><br><span style="font-size: 16px;">* For your first exchange, you will receive a free return label.&#xA0;</span></p><p><span style="font-size: 16px;">* For your second (or more) exchange, you are required to cover the cost of postage, which will be deducted from the total cost of your exchange order.</span></p><p><span style="font-size: 16px;">* If you choose to exchange an item for a higher price, you will be prompted to pay the difference.</span></p><p><span style="font-size: 16px;">* If you choose to exchange an item for a lower price, you will be refunded the difference to your original payment method.&#xA0;</span></p><p><span style="font-size: 16px;">If you need to process a <strong>second exchange</strong> through the portal you will be required to pay $10.95 for the item to come back to us, then we will send your preferred item for free.</span></p>

How does shipping work with an online exchange order?

Yes, all applicable promotional discounts applied to your original order, will then be carried over to your exchange ie '20% off Full-Price Dresses'. This may display as 'custom discount' on your order history.When Rewards points are applied to an or

<p>Yes, all applicable promotional discounts applied to your original order, will then be carried over to your exchange ie <em>&apos;20% off Full-Price Dresses&apos;</em><em>.&#xA0;</em>This may display as &apos;custom discount&apos; on your order history.<br><br>When Rewards points are applied to an order, the total amount of the Reward is aggregated across applicable items depending on the cost of each item.<br><br><br><br><br><br><br></p>

Will my discount be applied to my online exchange?

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