General FAQ's
Where are you located?
Ela & Earth is based in Tweed Heads, just outside of Byron Bay in Northern NSW, Australia.
Do you ship internationally?
We ship within Australia and New Zealand only. We love seeing our Ela & Earth products being loved and re-used all around the world. For more details on shipping costs and delivery options, click here.
When will my order be dispatched?
Find our current dispatch timeframes here.
How do I track my order?
Once your order has been dispatched from our warehouse, you’ll receive a shipping confirmation email with your tracking details from Australia Post.
Do you offer click and collect?
Yes! We offer a click-and-collect service for our local community. Simply place your order online and select "Local Pick Up" at checkout. You’ll receive a follow-up email when your order is ready for collection from our warehouse.
Do your products come with a warranty?
All Ela & Earth products are covered by a voluntary manufacturing warranty, in addition to your rights under Australian Consumer Law. Bags and accessories include a 12-month warranty, while drinkware and lunchware are covered for 3 months. This applies to genuine manufacturing defects only and excludes normal wear and tear or misuse.
For full warranty details and how to submit a claim, please visit our Returns Centre here.
How long do I have to return an item?
Please submit a return request through our return portal within 30 days of purchase. Unfortunately, we’re unable to process returns beyond this timeframe.
Can I cancel or change my order?
If you need to update your shipping address, please contact our customer care team as soon as possible.
For colour changes or cancellations, we’ll do our best to assist if your order hasn’t been dispatched yet.
Please note that during sale periods, due to the high volume of orders and inquiries, we can only process address updates and are unable to make any other changes.
What payment methods do you offer?
We accept the following payment types: Credit Card, Debit Card, PayPal, Afterpay, Google Pay, Shop Pay, and express checkout options, including Apple Pay.
How do I apply a discount code or gift card at checkout?
To apply your discount code, enter the full code at checkout under your order summary. For Welcome discounts, please ensure you enter ‘WELCOME’ at the beginning of the code, as specified in your email, and use the same email address that received the discount.
Please note: Discount codes cannot be combined with other offers, including sale or clearance items.
If you're using both a gift card and a discount code in one purchase, enter the gift card code first, followed by the discount code.
Need More Support?
Our team are committed to assisting your with your queries. Please email directly to customercare{@}elaandearth.com.au or you can chat to us via our live chat on our website.
Please allow up to 48 business hours for a response.
