Our Returns Policy
We want you to be completely happy with your ELK purchase. If you are not satisfied, you may return eligible items for a refund or exchange, subject to the conditions outlined in this policy.
Please note that we cannot accept returns or offer refunds or exchanges in certain situations, including but not limited to: goods that have been worn, altered, damaged, or are not in their original condition; items not purchased directly from an official ELK stockist; and items marked as “Final Sale” or “Reduced to Clear”.
Change of Mind
We offer a 30-day change-of-mind return policy for online purchases. To be eligible for a return, the item must be unworn, unwashed, and in its original condition with all tags attached and packaging intact. The item must be returned in its original packaging.
Please note that for change-of-mind returns, the customer is responsible for the return shipping costs. We recommend using a traceable shipping method as we cannot be held responsible for items lost in transit. Original shipping fees are non-refundable.
Faulty or Incorrect Items
Your rights under the Australian Consumer Law are guaranteed. If you believe an item is faulty, not as described, or if you received an incorrect item, please contact our Customer Service team within 30 days of receiving your order. We will assist you and cover the cost of return shipping if the item is confirmed to be faulty or incorrect. Please do not return faulty items without first contacting us.
How to Return an Item
- Log in to your account on our website.
- Navigate to your order history and select the item(s) you wish to return.
- Follow the prompts to complete your return request and generate a returns authorisation and shipping label.
- Securely package the item(s) in their original packaging, attach the label, and post the parcel.
If you checked out as a guest, please contact Customer Service to initiate a return.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be automatically processed to your original payment method. Please allow time for your bank or credit card company to process the refund.
International Returns
Customers returning items from outside the original shipping country are responsible for all return shipping costs and any applicable import duties or taxes. ELK is not responsible for these charges. We recommend checking with your local customs office for further information. Items must be returned within 30 days of the delivery date.
Sale Items
Only regular-priced items may be refunded. Sale items cannot be refunded but may be exchanged for a different size or colour, subject to availability.
Exchanges
We are happy to exchange eligible items for a different size or colour, subject to availability. If the item you requested for exchange is out of stock, we will process a refund to your original payment method. Please follow the standard returns process to request an exchange.
Gift Returns
If you received an item as a gift, you may return it for store credit. The value of the store credit will be based on the original purchase price of the item. Please contact Customer Service to initiate a gift return.
Damaged or Defective Goods
Please inspect your order upon delivery. If items are damaged or defective upon arrival, contact us immediately. We will arrange a replacement or refund, including covering any return shipping costs.
Non-Returnable Items
Certain items cannot be returned, including gift cards, face masks, earrings, and items marked as “Final Sale” or “Reduced to Clear”.
Return Shipping
For change-of-mind returns, you are responsible for the return shipping costs. For returns due to our error or faulty items, we will provide a prepaid shipping label.
Questions
If you have any questions about our Returns Policy, please contact us.