ELK’S RETURN & REFUND POLICY
We are happy to offer you a credit or refund on most items.
Please see timeframes below for returning an item to ELK -
(INCLUDES PROMOTIONAL ITEMS)
- Returns within 30 days of purchase
- Receive a Credit or Refund
^ DISCOUNTED ITEMS
- Returns within 14 days of purchase
- Receive a Credit
* FINAL SALE ITEMS
- No returns
Please view the "REFERENCE" section below for the definitions of "#FullPrice", "^Discounted Items" and "*Final Sale Items".
To be eligible for a credit (issued as a gift voucher) or 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.
The purchaser is responsible for the cost of returning goods to ELK. We cannot be responsible for goods damaged/lost upon their return to ELK. We strongly recommend using a postage method which insures items in transit. Please retain the postal receipt to confirm by tracking number the return's arrival to ELK.
# Promotional items include Full Priced items discounted temporarily or reduced with our newsletter subscriber offer. Due to hygiene reasons, we do not accept any returns on full price or discounted earrings, face masks or swimwear, unless deemed faulty.
^ Any Sale item permanently reduced. Please see our Terms and Conditions page to confirm return criteria during promotional sale periods.
*These items will be clearly marked on your receipt and order correspondence as “final sale” and cannot be returned unless the item is deemed faulty.
What do you charge for Shipping?
We offer a flat rate shipping fee of $15.00 USD.
Can I edit my order or change my address once I have completed my online order?
Once an order is finalised unfortunately you are unable to make any changes. However please email us as soon as you can at firstname.lastname@example.org and we will do what we can to assist.
How quickly do you dispatch online orders?
We allow 4 working days to process and dispatch online orders. During peak times like sale periods, this time may be longer. We always do our best to send orders as quickly as possible and as soon as your order has left our warehouse you will be sent an email with a tracking number or receive a text message from the postal carrier to track its progress.
How can I track my online order?
1. After you place an online order you will receive an email confirming we have received the order.
2. Once the order is packed and ready to send from the ELK Warehouse, you will receive an email advising it is waiting to be collected by the postal carrier.
3. When the postal carrier collects your parcel, you will be sent an email or text from the carrier with a tracking number. Please refer to the postal carrier's website to track delivery information for your order. Please note, regional area deliveries can take longer.
I was sent the wrong item what can I do?
We are sorry to hear this has happened. Please email us at email@example.com so we can organise the correct items to be sent to you and the incorrect items returned to us free of charge.
I have purchased the wrong size, can I exchange it for another size?
Sometimes our styles and sizes sell very quickly so the best way to ensure you get what you want is to make a new order and purchase your preferred size immediately online. In the meantime, please download and fill out the Returns Form here or if you ordered online you will find the printed form in your delivery. You must enclose this printed form with the returning item so we can process your refund.
Please ensure the goods are returned to us in their original condition along with all tags and packaging. Please always feel free to contact us at firstname.lastname@example.org for any size and fit advice.
I would like to know more about ELK’s sustainability practices
We are very proud of the work we are doing at ELK to reduce our environmental impact and ensure we are working transparently and ethically. We release an annual Transparency Report which you can view here detailing information around our materials, makers, business operation, community and products.
In our online store, each product details information including what each piece is made from, where it is made, and who makes it. If you have any specific questions, please reach out to us at email@example.com, we love hearing from you and answering any questions you may have.
Where are the ELK stores and does every store have the same products?
We have three standalone ELK stores and a clearance store in Melbourne, Victoria.
MELBOURNE CBD: 182 Little Collins Street Melbourne, Victoria
Our Little Collins Street store is a curated store featuring our newest arrivals and bestselling products. This central, city location boutique store, is a beautiful space and our team would love to welcome you.
PRESTON: 395 Plenty Road Preston, Victoria
Our original store in the heart of Preston is only 6km from Melbourne’s CBD and holds our largest collection. With car parking out the front, the space is welcoming and features our new arrivals, best sellers and many of our favourite pieces.
ALBERT PARK: 119 Dundas Place Albert Park, Victoria
Located in the vibrant shopping strip of Albert Park this comfortable space features ELK new arrivals, basics and best sellers. Our experienced team offers a full styling service and with plenty of parking available in the area, this is a fun store to visit.
CLEARANCE STORE: 124 Henty Street Reservoir, Victoria
Open every Saturday, our clearance store is a small, neat space offering a selection of sale items, samples and faulty or seconds pieces. The selection in this store changes frequently and we aim to stock a variety of sizes however stock levels and size offerings fluctuate throughout the year. All samples are a size 10 and most footwear is either size 39 or 40 however our sale items come in a variety of sizes so there is something for everyone!
Please note, all purchases from this store are final and we are unable to offer exchanges, refunds or returns. Items purchased as samples or seconds will be clearly marked as a sample/second so please inspect them carefully before purchasing.
Please see the find us page for opening hours for each store.
How do I know what size I am in ELK?
We have taken great care to provide as much information as possible for each product on the ELK website to help you work out the best fit for you. You can see our general size guide. To view specific information on the fit of each garment, please refer to the SIZE AND FIT section on each garment page where you will also find the model's measurements.
We have a very experienced Customer Service team who are happy to answer any questions on size and fit along with styling advice. Please contact us at firstname.lastname@example.org, our team is ready to help!