Can I return my online order in-store?Updated 12 days ago

Please note that the way we process online exchanges & in-store exchanges is now different, so please read the below carefully:

*We cannot accept returns for orders in-store that already have an online return request via the Returns Portal in progress. You will need to continue the process & post your items back to our Distribution Centre to finalise your return.

* If you have received your online exchange order and now require a refund (full-price only), this will need to be completed by the online returns portal, not in-store. Our retail team is not able to process a refund for these orders via their system in-store.  

If you require a refund for a full-price item (that has not been exchanged before), you may return it in-store. Simply visit an ELK store and provide our retail team with proof of purchase:

• If you originally purchased your item online, please show our team the Online Order Confirmation with the Order Number that was emailed to you shortly after placing your online order.

• If you originally purchased at an ELK store, please show your paper receipt given to you at the time of purchase or that was emailed through to you. If you have lost your receipt but have an email profile with us, then we can check your purchase history for you.

To be eligible for a return, the item must meet the following criteria:

• Received within the applicable timeframes.
• Proof of purchase is provided via receipt or order number.
• Returned in its original, unused condition with ELK tags attached. 
• Shoes returned in their original box.
• 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.

*  Items purchased from our Clearance Store can only be processed through the Clearance store directly.

If you’re unsure about your eligibility, our retail store and Customer Service teams are always happy to assist.