Refund and Returns Policy

We take great pride in our products and want you to be satisfied with your online purchase. If for any reason you wish to return or exchange a product/s on your order please find the information below. 

30 day return

Ela & Earth can accept returns within a 30-day time-frame from the original purchase date subject to the following conditions.

• The item(s) must be returned and received by our warehouse within 30 days of the purchase date. 
• The item(s) must be returned in their original packaging, unused and unwashed with original tags / bellybands / stickers attached.
• If you have received a gift with purchase with this purchase due to a promotion, the gift must also be returned or the value of the gift will be deducted from the refund.
• For Australian returns, we retain a postage and shipping fee of $8.95 from your refund to cover the return costs. The shipping label can be downloaded once your return is approved. 
• If your original order was eligible for Free Shipping (orders over $99.00); once your return item is discounted from your original order value and is now under $99.00, you will be responsible for the original shipping cost of $9.95 as your order is no longer eligible for Free Shipping.
• If your original order was eligible for a discount based on your order value and is no longer eligible based on the return value, the refund amount will be calculated without the discount applied. 

Exchanges

At this point in time we do not offer exchanges, this is something we are working on. We recommend making a new purchase for any new items and following the returns process for the original item(s). 

Faulty or incorrect goods

In the unlikely event that your goods are delivered faulty or damaged, or if you have been delivered the incorrect product, please notify us at customercare{@}elaandearth.com.au as soon as possible.

Under the Australian Consumer Law we are obligated to offer you a replacement (if that stock is available) or a refund if the stock is not available. Upon receipt of the item(s) back at our warehouse, a replacement / refund will be issued. 

FAQ's

What is the return process? 

1. Simply click here to be taken to our Returns Portal to submit your return. Follow the prompts in the returns process. 
2. You will receive an update on your return status by one of our friendly team members.
3. If you return is approved, you can download the prepaid returns postage label.
4. Place item(s) in a satchel or box to return your item(s). You can use the original Ela and Earth box or satchel to pack your return. Make sure you remove or cover any old labels, then seal your parcel securely.
5. Attach your prepaid shipping label. Do not cover the barcode. No printer? Head to an Australia Post office and quote your return reference no. and they can do it for you. Please bring an electric copy of the label on your phone or tablet to present to Australia Post staff if this is the case.
6. Send your return back to us by dropping it off at any Australia Post office.
7. Once your return is received by our warehouse, the item(s) will be inspected. If the item(s) meet the conditions above a refund will be processed and issued within 5 business days.

Who is responsible for the return shipping cost and the returns packaging - for Australian orders ONLY?
The return shipping cost and associated costs are the responsibility of the customer except in the case of faulty goods or incorrect supply. Through our Returns Portal, you will be able to download a returns pre-paid shipping label, all returns will be deducted the amount of the original shipping costs + the return shipping cost. If you were eligible for "free shipping," on your original order you will still be responsible for the original shipping cost starting at $8.95. If you would like a quote on what amount will be deducted from your returns, please get in contact with us at customercare{@}elaandearth.com.au.

Who is responsible for the return shipping cost and the returns packaging - for International orders ONLY?
The return shipping costs and handling charges and associated costs are the responsibility of the customer except in the case of faulty goods or incorrect supply. If the returned package does not reach us, we will be unable to complete the refund. So you can keep track of the package, we recommend you use a traceable return / shipping method. Once your package arrives safely to our warehouse, you will be notified. All returns will be deducted from the amount of the original shipping cost. 

How long does the refund take?
Please allow 5-7 days from when our warehouse receives your item(s) for your return to be processed. If you paid via card, funds may take 5-7 days to securely process. If you paid via AfterPay you will receive an email from AfterPay outlining your account amendments. 

You will received an email notification of the status of your refund once finalised. 

How will I be refunded?
You will be refunded directly back to the original method of payment used for this purchase (excluding any shipping and return costs associated).

Can I choose a store-credit over a refund?
Yes, you can select an online store-credit when you go through the return portal. Store credits are non-refundable at a later time. 

What happens if my returned item(s) do not match the returns conditions stated above?
Your return will be inspected upon return, if the item(s) appear used and not in its original packaging a refund will be denied. The customer is then responsible for shipping costs and associated costs to have these items returned back to them.