How do I return my Australian order online?Updated 7 hours ago
To find out if your item is eligible for a return, please find all details in our Return Policy HERE.
AUSTRALIAN DOMESTIC RETURNS
STEP 1 - CREATE A RETURN
- Have your email address and order number ready, found on the order confirmation email or in your ELK account.
- Follow the instructions on our Return Portal, Refundid.
STEP 2 - CHOOSE YOUR RETURN OPTION
- Standard exchange – if you need to change your full-price or sale item to a different variant (size or colour) or a different item (style) then your new item will be despatched once we receive and process your returning item. Free postage, both ways.
* If you choose to exchange an item for a higher price, you will be prompted to pay the difference.
* If you choose to exchange an item for a lower price, you will be refunded the difference to your original payment method. - Instant exchange – same as a standard exchange but faster! By setting up a Refundid account, your new item will be immediately despatched to you once you place your return. Free postage, both ways.
- Store credit – return your full-price or sale item for an ELK Store Credit, issued once we receive and process your returned item. A return shipping charge of $15 will be deducted for this option. All store credits are valid for 12 months and are unable to be extended.
- Refund – return your full-price item for a refund to your original payment method, this will be issued once we receive and process your returned item. A return shipping charge of $15 will be deducted.
STEP 3 - ATTACH YOUR LABEL & POST YOUR PARCEL
- Print your label at home or show the QR code to the Post Office attendant to print for you.
- Securely wrap your parcel and drop it off at a street post box or Post Office. We recommend you take your parcel directly to a post office desk so it will be processed more quickly.
- Our Returns Team is located in Melbourne, Australia.
FAULTY ITEMS
In the unfortunate case you have received an item you believe to be faulty, 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.
Our Customer Service team are ready to assist you to find a suitable solution. Please contact us via email, [email protected], or via phone, +613 9478 1800 during business hours (AEST).