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 a product/s on your order, please find the information below.
30 day returns:
If you change your mind for any reason within 30 days of receiving your online order, we offer online store credit subject to the following conditions:
- 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 your store credit.
- For all returns, we retain a postage and shipping fee of $9.95 from your store credit 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 $125.00); once your return item is discounted from your original order value and is now under $125.00, 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 store credit amount will be calculated without the discount applied.
CHANGE OF MIND
Full-priced items:
If you change your mind and no longer want your item(s), please submit your return online within 30 days of purchase to receive an online store credit equal to the value paid for the item(s) (minus shipping and handling fees). Unfortunately, we do not offer refunds for change of mind. Please note that return shipping for Change of Mind returns is at the expense of the customer. All store credits are processed in AUD and Ela & Earth is not responsible for any currency fluctuations between the time of purchase and processing your return. Store credits are non-refundable at a later time.
Final sale:
We do not offer returns for any items marked final sale.
Exchanges:
Due to high demand, we cannot offer exchanges. If you need a different size or style, please repurchase the item and return your original order for a store credit, following our return policy.
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.
Parcel Protection:
Please note that Parcel Protection is a shipping insurance, therefore it is not eligible for returns.
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. One of our friendly team members will update you on your return status. Please allow up to 48 hours for your request to be initially reviewed and approved.
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 store credit will be processed and issued within 5 business days.
Australian orders ONLY - who is responsible for the return shipping cost and the returns packaging?
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 $9.95.
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.
International orders ONLY - who is responsible for the return shipping cost and the returns packaging?
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 credit note. To 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.
When will I receive my store credit?
Please allow 5-7 days from when our warehouse receives your item(s) for your return to be processed. You will receive an email notification of your store credit details once finalised.
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 store credit will be denied. The customer is then responsible for shipping costs and associated costs to have these items returned back to them.
3 month manufacturing policy:
We hope you love your new products from Ela & Earth just as much as we love curating them for you! We understand, however, that sometimes things don’t go to plan. When this happens, here is our commitment to you:
1. Our products are covered with a 3 month manufacturing policy from the date of purchase.
2. This policy covers any recognised faults, defects in materials and workmanship.
3. Enquiries displaying damage from misuse and neglect will be rejected.
4. Enquiries displaying general wear and tear after 3 months will be rejected.
5. Photo evidence of defective products will be required.
6. If a product is deemed defective, we will offer to repair or replace the product.
7. A manufacturing defect will make itself known within 3 months. If any issues arise outside of this period, the product may be declared general wear and tear.
8. Please note, each customer enquiry will be treated with care as an isolated case-by-case scenario.
9. To enquire about a product, please email customer care on customercare{@}elaandearth.com.au
Thank you for choosing Ela & Earth! We are committed to your satisfaction and stand by the quality of our manufacturing. If you have any questions or need assistance, please don't hesitate to contact us.
