Australian Return PolicyUpdated 5 hours ago
AUSTRALIAN ORDERS
In September 2026, we updated our returns policy so please read carefully.
RETURN CONDITIONS AND TIMEFRAMES | ||
1. FULL PRICE
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WITHIN 30 DAYS OF PURCHASE
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EXCHANGE, STORE CREDIT OR REFUND |
2. SALE
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WITHIN 30 DAYS OF PURCHASE |
EXCHANGE OR STORE CREDIT |
3. FINAL SALE
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NO RETURNS |
|
- FULL PRICE: This includes full priced items discounted temporarily during promotions. For example, “20% off full price knitwear”. The returns timeframe is extended to 60 days for purchases between 1st November and 25th December.
- SALE: An item that is permanently reduced. This item will have a “SALE” callout.
- FINAL SALE: This item will have a “FINAL SALE” callout. This includes any items marked “samples” or “faulty” in our retail stores, or ELK items purchased from EBAY. For hygiene reasons, no returns on earrings.
The eligibility criteria for an exchange, store credit or refund.
- Received within the above applicable timeframes
- Proof of purchase is provided via receipt or order number
- Returned in its original, unused condition with ELK tags/packaging
- Purchased from www.elkthelabel.com or an ELK retail store.
What if my item appears faulty or damaged?
In the unfortunate case you have received an item you believe to be faulty or damaged, please contact our Customer Service team.
- Items will be assessed, and we will repair, replace, or refund on a case-by-case basis.
- We recommend emailing a photo to Customer Service, clearly highlighting the fault.
We follow the ACCC (Australian Competition and Consumer Commission) guidelines and reserve the right to repair or replace the item we deem to be faulty.
Payment methods
Refunds
You will be refunded in the same way you chose to pay.
- If your original purchase was split over a gift voucher and another payment method, we will refund onto the gift voucher first, and any balance onto other payment method. Please note, this is a function of Shopify, the software we use for our website and our retail stores, so unfortunately, we are unable to modify this process. We thank you for your understanding.
If you purchase online, you will receive an email confirmation when your refund has been completed.
AfterPay Refunds
For online purchases, your refund will be returned automatically.
For a purchase made at an ELK store, our retail team can assist you with a refund at any ELK store. The following steps are required to issue your refund:
- Open the AfterPay App on your phone and select the order you are returning in store.
- Click the details of the order, select "Returning an Order” and follow the prompts.
Please allow up to 10 days for processing your AfterPay refund. Please note, refunds from AfterPay will often appear as a reduction on your balance owing rather than a lump sum refund back to your original account. To learn more about Afterpay refunds please see further information by clicking the following link to view on the Afterpay website.