Return Policy (International)Updated 7 hours ago
INTERNATIONAL ONLY
IN MAY 2026, WE UPDATED OUR RETURNS POLICY SO PLEASE READ CAREFULLY.
- For hygiene reasons, no returns on earrings.
RETURN CONDITIONS AND TIMEFRAMES | ||
1. FULL PRICE
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WITHIN 45 DAYS OF PURCHASE
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REFUND ONLY
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2. SALE
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WITHIN 45 DAYS OF PURCHASE
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REFUND ONLY
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3. FINAL SALE
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NO RETURNS
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1. FULL PRICE: This includes full-priced items discounted temporarily during promotions. For example, “20% off full price knitwear”. Or, the Welcome 10% first order discount. The return timeframe is extended to 60 days for purchases between 1st November and 25th December.
2. SALE: Any item where price is permanently reduced. On our website, this item’s image will have a “SALE” callout.
3. FINAL SALE: These items will be clearly marked as final sale, and their price is generously reduced to clear. On our website, this item’s image will have a“FINAL SALE” callout.
To be eligible for a refund, the item must meet the following criteria:
- 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 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.
HOW TO PREPARE YOUR PARCEL FOR RETURN | |
STEP 1 Prepare your parcel for return
Please ensure you use a protective bag and a registered/traceable form of postage as ELK will not be responsible for goods that are damaged or lost in transit from you to us.
Return shipping cost to our Distribution Centre in Melbourne, Australia, is to be paid by the customer.
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STEP 2 Label your parcel
Address to the ELK Returns Department, including your Order Number;
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FAULTY ITEMS
In the unfortunate case you have received an item you believe to be faulty, please contact our Customer Service team. CLICK HERE to email customer service.
- 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 METHOD
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.