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FAQs

What do you charge for Shipping?

Australia

We offer a flat rate shipping fee of $10.00 AUD to all Australian addresses for all online orders.

International

International shipping is a flat rate of $15.00 to all international addresses for all orders.

We unfortunately cannot send online orders to the following countries; Spain, United Arab Emirates, Russia, Greece, Portugal, Indonesia and Brazil.

When will my order arrive?

Australia

StarTrack Express is used for Australian metropolitan addresses. Please allow 1-3 working days for delivery. For regional or outer metro areas this could be extended to 5 days.

Australia Post is used for P.O. Boxes, non-Metropolitan areas and the Northern Territory. Please allow 2-7 working days for delivery.

International

FedEx is used for international addresses, please allow 2-5 working days for delivery.

Please note, we cannot accept responsibility for delays in delivery due to unforeseen circumstances such as natural disaster, strike, transport complications etc.

It is your responsibility to provide an accurate delivery address and contact details. A current contact number, as well as any additional information such as ideal delivery times or safe leaving locations, should be provided in order to avoid multiple delivery attempts. Multiple delivery attempts or parcel re-direction may incur an additional fee which will be billed to you by the delivery service provider.

Please note delivery times may be extended during extremely busy periods. You will be personally notified if this is the case.

How do I track my online order?

You will receive an email confirming the dispatch of your order. This email will provide a tracking number - by clicking the tracking number link provided you can track the progress of your parcel.

In-store pick up options

You can pick up your order from our City Store, located at 182 Little Collins Street, Melbourne, or our Preston Store, located at 395 Plenty Road, Preston, Victoria. You can select this option in the checkout procedure. Our store opening hours can be found here. You will not be charged for shipping and will be contacted when your order is ready for collection, this may take 1-2 business days. If you have any questions about your in-store pick up please don't hesitate to contact us at onlineorders@elkaccessories.com.au or +61 3 9478 1800.

How do I work out my size?

Please view our size guide on the individual product pages, there you will also find specific notes for each style to help guide you on the best fit. If you would like help with a particular item please do not hesitate to contact us via email at customerservice@elkthelabel.com or by calling on +613 9478 1800.

What are the ELK retail store locations and opening hours?

You can visit our ELK retail stores at the following locations and times:
 
ELK Preston
395 Plenty Road
Preston, Victoria, Australia
Ph: +613 9478 1800

Open Hours:
Monday - Friday 10am - 6pm
Saturday 10am - 5pm
Sunday - Closed
 
ELK Little Collins
182 Little Collins Street
Melbourne, Victoria, Australia
Ph: +613 8609 1247

Open Hours:
Monday - Thursday 10am - 6pm
Friday - 10am - 7pm
Saturday - 10am - 5pm
Sunday - 11am - 4pm

Does ELK have a warehouse outlet?

No, we do not currently have an outlet store. We have a small selection of sale items online and will sometimes feature a special sale promotion. Make sure you like us on Facebook and sign up to the ELK newsletter to receive regular updates and special offers.

I have seen an ELK item at a store but I can’t see it online at ELK?

ELK is stocked by over 1200+ boutiques across Australia and internationally, as well as our Online store, Little Collins Street store and Preston retail store.

If you cannot find the item you are after online, please email Customer Service via customerservice@elkthelabel.com and we will try to find it for you. Please include a photo, description or the code of the item you are looking for along with your state and suburb.

Where can I buy ELK in my area?

ELK is stocked in over 1200 independent retailers within Australia and overseas.

You can search for your local stockist by using our store locator.

Alternatively, please contact Customer Service on phone: +613 9478 1800 or email us at customerservice@elkthelabel.com and include your postcode or the city you live in so we can send you a list of ELK stockists closest to you.

Not all ELK stockists carry the full ELK range, however, most are happy to place a special order for you.

How do I reset my password to access my account?

If you forget your login name or password, please go to the “My Account” section of our website and follow the prompts to reset your password or username. If you need further help please contact us via email at customerservice@elkthelabel.com or by calling on +613 9478 1800.

I am having problems with the website

Please contact Customer Service and we will be able to help you. The ELK Head Office is open Monday to Friday 9.00am to 5.00pm.

Phone: +613 9478 1800

Email: customerservice@elkthelabel.com

Is the ELK website secure?

Yes, ELK is a secure website with a SSL certificate. When shopping on ELK's website, at the checkout you will notice the security lock in the left side of your browser. The security lock means your order & personal details are encrypted by an encryption code which is secure over the internet. We will never under any circumstances store your credit card details and do not share your details with any third party.

What methods of payment does the ELK website accept?

Methods of payment accepted on the ELK website are Visa, Mastercard, AMEX, Afterpay, Paypal and ELK gift vouchers.

We do not accept cash, cheque, money order or travellers cheques.

Can I place an order over the phone?

Yes, you can. Please contact us on +613 9478 1800 or email us via customerservice@elkthelabel.com so that we can assist you with this purchase.

Do all ELK online purchases come gift wrapped?

We wrap all online orders as one order - items cannot be individually gift wrapped. You can purchase additional felt pouches from the care and packaging section.

Please add a note in the special instructions area at the checkout and we will do our best to accommodate you. Sale goods are not gift wrapped.

Can I purchase a gift voucher online?

Yes, you can purchase an ELK Gift Voucher from our online store as well as our ELK retail stores.

Gift vouchers are valid for use on the website, ELK Little Collins Street store and the ELK Preston store only. They cannot be used at ELK Warehouse Sales or through independent ELK stockists. ELK gift vouchers are not redeemable for cash and remaining credit cannot be paid in cash.

Click here to create a gift voucher.

Can I use my gift voucher online?

Yes, you can use your gift voucher as a method of payment for your ELK online purchases. When you are ready to pay, type the unique gift voucher code into the gift voucher code area at checkout as the method of payment.

Gift vouchers are valid for use on the ELK website, Little Collins Street store and Preston retail store only. They cannot be used at ELK Warehouse Sales or through independent ELK stockists. ELK gift vouchers are not redeemable for cash and remaining credit cannot be paid in cash.

Can I ship orders to multiple addresses?

No, unfortunately, we cannot split shipments. You will need to create multiple orders if you wish to send to multiple destinations.  

Can I change my online order once I have placed it?

Once you have paid for your order it is processed in our system and we try to send orders on their way as quickly as possible. Completed orders cannot be altered by you online, so please contact us via email at onlineorders@elkthelabel.com or by calling +613 9478 1800 and we will make manual changes for you to the best of our ability. Please note the ELK office is open Monday to Friday from 9:00am to 5:00pm. Changes to your order may affect the delivery times.

Can I exchange items I purchased on sale?

We can offer an exchange or credit voucher for items bought on sale, however, we are unable to offer a refund for items bought on sale unless faulty. For sale items, an exchange will be accepted within seven (7) business days from the date of receipt. We are unable to accept exchanges on earrings due to hygiene reasons and swimwear if the hygiene label is not intact.

If you wish to exchange a sale item or return for a credit voucher please follow the instructions detailed in our Returns page. 

How do I exchange or return my ELK purchase?

If you change your mind we will happily offer an exchange, credit voucher or refund on full priced purchases and an exchange or credit note only for items on sale.

  • Earrings and swimwear are the exceptions to our returns and exchange policy. We are unable to accept returns or exchanges on earrings due to hygiene reasons and swimwear cannot be exchanged or returned if the hygiene label is not intact.

  • Exchanges and returns will be accepted within 30 days from receipt of items for full priced purchases. If you purchase in the month of December, this is extended to 60 days. Proof of purchase must be supplied.

  • Any item purchased at an independent ELK stockist cannot be returned to ELK online or ELK stores. You will need to contact the original store from where the item was purchased.

With each ELK online purchase, you will receive an invoice which acts as your proof of purchase. This invoice has a Returns Form on the reverse for you to complete should you wish to return any items. Proof of purchase must be supplied for all returns, exchanges and repairs.

What is your policy for exchanges on full priced purchases?

  • If you change your mind we will happily offer an exchange, credit voucher or refund on full priced purchases.

  • Exchanges will be accepted within 30 days from receipt of items for full priced purchases. If you purchase in the month of December, this is extended to 60 days. Proof of purchase must be supplied.

  • We are unable to accept exchanges on earrings due to hygiene reasons and swimwear if the hygiene label is not intact.

  • If the item you want in exchange is of a higher value than your original purchase, you will be contacted by our team to organise payment.

  • If you wish to exchange an item you can choose from the following two options:

OPTION #1

To ensure the item you wish to exchange does not sell out, we recommend placing a new online order for this item promptly. You can then return your unwanted item for a full refund of the purchase price.

OPTION # 2

Alternatively, post the item to us requesting an exchange. We will process a return and send out the new item you have selected. Please be aware that this method will be dependent on stock availability upon receipt of your item back to ELK.

  • Please complete your Returns Form and post with the items you wish to exchange. Your Returns Form can be found on the back of your invoice. If you have misplaced your Returns Form or would like assistance with this process, please contact Customer Service via email at customerservice@elkthelabel.com or phone +613 9478 1800 between 9.00am to 5.00pm weekdays.

  • Items must be returned in their original, unused condition with ELK tags attached, in their original packaging and shoes in their original box. Please pack all returns or exchanges safely for the return transport, ensure the Returns Form is included and clearly mark as follows:

    ELK

    Attention: Returns Department

    Invoice number #________

    395 Plenty Road

    Preston, Victoria 3072

    Australia

    • You are responsible for the cost of returning goods to ELK. Please note, ELK cannot be responsible for goods damaged in return transit. ELK recommends using a postage method which provides tracking or insurance for items in transit.

    • We will ship your exchanged item back to you free of charge.

    My item is faulty

    We will offer a refund, repair or replacement when an item is faulty or demonstrating a major problem. Proof of purchase must be supplied.

    Please contact us on +613 9478 1800 or by email: customerservice@elkthelabel.com to obtain a return authority number before sending back your goods. To help expedite the process, please email a photo of the fault so we can identify the issue and item.

    We will incur all reasonable shipping costs if the item is deemed to be faulty and will advise the most appropriate method for returning the goods. We will assess the goods when they are received. We will not cover shipping costs for items which are damaged due to mistreatment or harsh wear.

    Upon receiving and inspecting the item, we will attempt to repair or will send a replacement in the same colour and size. In the event that the particular item has sold out and cannot be replaced, a full refund will be issued on the original purchase price. Alternatively, we will offer the opportunity to exchange the sold-out item for another product – any difference in price to either be credited or charged accordingly.

    I have received the wrong item in my delivery

    Our apologies, if you find an incorrect item in your delivery from your online order, we will pay for the postage costs to return the goods. Please contact Customer Service via onlineorders@elkthelabel.com or call us on +613 9478 1800.

    I have seen ELK items on eBay, are they genuine?

    ELK does not sell products on eBay. We are unable to authorise any products purchased through an eBay seller. Any purchases made from another seller are at your own risk and we cannot guarantee that items are unique ELK items.

    How do I care for my ELK wooden jewellery?

    ELK has designed a polishing wax made from a beeswax blend for polishing your wooden ELK jewellery. Water can damage the surface of your wooden jewellery, causing milky spots or scratches to appear on the surface. Our polishing wax can be used to restore your wooden jewellery’s original appearance.

    To purchase, visit our Little Collins Street store, Preston store or click here to purchase online.

    Use extra-sparingly on red and orange colours, as colours may rub or blend.

    Wax can damage fabric, so avoid contact with clothing. Keep out of reach of children.

    Please note the following instructions for using your polishing wax on ELK wooden jewellery:

    • Use a clean, dry cloth, dab a small amount of wax and buff into the affected area.
    • Leave for 10 minutes then buff off excess wax.

    How do I care for my ELK Leather?

    ELK make all of our leather goods from natural hides and use natural dyes to achieve our distinctive colours. Leather naturally has subtle variations in colour and texture and is intended to wear with age. These variations are not faults but part of the natural quality of the leather. Each piece is carefully checked prior to dispatch.

    To extend the life of your leather, we recommend the following:

    •  We have created an ELK leather conditioner to care for your leather, you can purchase online here.
    • Take care to select a leather design which suits the intended use. Some bags are made from softer leather with slimmer straps for light loads, and will not suit large loads or heavy use.
    • Keep your leather items dry. Be careful with liquid containers in bags as watermarks can be permanent on some leathers.
    • Avoid contact with unstable dyes such as pen ink, as they do not come out. Dark pigments in materials such as denim can transfer onto your bag.
    • Avoid ink and oils as these marks will not come out of any leather.
    • Keep leather away from direct sunlight as UV can cause fading especially on lighter coloured leather.
    • Avoid placing your bag on the ground as this will cause marks and tear on corners and base.

    How do I practice sustainable product care for my ELK clothing purchase?

    Energy and water used in the washing and drying of a garment represent a significant proportion of its environmental footprint. Following these sustainable garment care tips detailed below, alongside the care instructions on the label, can help reduce this impact:

    Only wash your clothes when needed

    Spot cleaning, brushing and airing garments extend the number of wears between washes.

    Fill your washing machine

    It takes as much energy to run a half-full load as it does to run a full load.

    Wash in cold water or lower the washing temperature

    Most laundry detergents are just as effective at lower temperatures.

    Use an environmentally friendly washing detergent

    Look for products that are plant-based and biodegradable.

    Line dry rather than tumble dry

    Line drying is also gentler on your clothes, so they will last longer.

    Iron only when necessary

    Hanging out your washing as soon as the wash cycle has finished reduces creasing. Hanging line dried garments in the bathroom while showering can also help to smooth out creases and folds through the steam created by the shower.

    Repair products to extend their use

    Learning how to replace buttons, sew hems and darn holes are great skills for home mending.

    Alternatively, find a good local garment repair service. At ELK we offer a repair service for clothing, bags and jewellery – please contact us at customerservice@elkthelabel.com for more information.

    Donate your clothes to an organisation that can find them a new home when no longer needed

    Keeping clothes in use reduces environmental impact and donating quality clothes to a charity provides support to people in need.

    What is ELK jewellery made from?

    We take pride in building relationships with independent makers across the globe who use traditional skills to craft our contemporary designs. Below is a brief description of the materials used to make your ELK items.

    Wood jewellery

    Our wooden jewellery is made in the Philippines from Mango Wood or White Wood, which comes from the Mangifera species. Wood at the centre of these trees, called heartwood - can be pinkish, light or dark brown, or golden with occasional dark streaks. It is easy to work with, particularly when finishing and polishing. The mango trees lifespan for yielding the best fruit is limited so on sustainably managed farms they are replaced every 7 - 15 years with the barren tree providing farmers with extra income, making it a sustainable source for hardwood. ELK uses natural vegetable dyes to achieve the colours of our wood jewellery, and each piece is finished with a wax polish to protect its colour and surface.

    Each wooden piece is hand-strung onto waxed cotton or leather look cord by skilled makers, and finished with nickel-free findings.

    Resin Jewellery

    ELK's resin jewellery is made in the Philippines by a supplier we have worked with to develop our signature resin. The resin jewellery making process involves liquid plastic which turns solid when hardener is added; it is then poured into a mold and allowed to set before popping the piece out and polishing it by hand. Each resin piece is hand-strung onto waxed cotton or leather cord by skilled makers, and finished with nickel-free findings.

    Stainless Steel Jewellery

    Some of ELK's jewellery uses stainless steel shapes incorporated into wood or resin pieces. Stainless steel is a steel alloy and is used because it does not stain, corrode, or rust as easily as ordinary steel. Each piece is hand-strung onto waxed cotton or leather cord by skilled makers, and finished with nickel-free findings.

    Ceramic

    Some of ELK's jewellery is made from ceramic. Jewellery-grade ceramic is called titanium carbide. Titanium carbide is scratch-proof and when it is polished and becomes shiny and silky smooth.

    Although this material is strong and scratch-resistant, it can chip, so it is best to store each piece in a felt pouch apart from other pieces. Each piece is hand-strung onto waxed cotton, leather cord, stainless steel chain, or grosgrain ribbon by skilled makers, and finished with nickel-free findings.

    Sterling Silver Jewellery

    ELK's sterling silver jewellery is either hand-made or cast and hand finished. Sterling silver is an alloy of silver containing 92.5% by mass of silver and 7.5% by mass of other metals, usually copper.

    Fine silver is 99.9% pure and is too soft for producing functional objects; so silver is alloyed with copper for strength while preserving the beauty of the precious metal.

    All ELK sterling silver jewellery is made in Thailand by casting the shape in a mold which can be reused, and is then hand finished. Each piece has a rhodium plated finish which will stop the silver from tarnishing. Rhodium plating involves a finishing treatment of a thin, decorative bright chrome layer over an underlying nickel plate. This finish will give your silver jewellery a longer, brighter life. It is not permanent but if cared for will last for a long time.

    The seedlings range of silver jewellery sold both in our Little Collins store, Preston store and online store is handmade in Melbourne using traditional jewellery techniques and each piece has a satin finish. These pieces are not rhodium plated but will retain their lustre when kept out of sunlight, away from chemicals and cleaned regularly with a silver cleaning cloth and polish. 

    You can read more in our MAKERS section.

    I am allergic to some metals, can I wear ELK jewellery?

    ELK uses either sterling silver or non-allergenic nickel free findings on all jewellery.

    Where does ELK leather come from and how is it processed?

    All ELK leather products are manufactured in India. The leathers we use are mainly sourced from Indian tanneries and are the by-product of the meat industry. Other supply countries include China, Egypt and Italy.

    We use a mix of vegetable tanned leather, semi-vegetable tanned, and chrome tanned leather depending on the application and required finish.

    Vegetable tanned leather is tanned using natural plant tannins and is processed without the use of chromium sulphate salts. All ELK leathers are processed without the use of chromium VI.

    We choose to use a natural material such as leather rather than synthetic (PU or PVC) materials, as each component of our bags at the end of their life is either biodegradable (leather hides and 100% cotton linings) or recyclable (metal components). We work with leather sourced from tanneries that are audited and rated against the Leather Working Group (LWG) standards.

    You can read more in our LEATHER section.

    Are ELK cotton products organic?

    The cotton used in our garments and leather products are currently a mix of conventional cotton and more sustainably grown and processed cotton. Our preference is to work with pure fabrics from renewable fibres that are responsibly grown and processed. We are focused on increasing our use of these fabrics over the coming years and are actively working with our makers to source materials with credible organic certification, such as Global Organic Textiles Standard (GOTS). Our research to find better, more ethical and environmentally responsible options is ongoing.

    As part of our summer 18/19 collection launched in July 2018, we introduced a range of certified Fairtrade garments made from 100% GOTS organic cotton, manufactured by our newest maker in India.

    Where does ELK source its cashmere from?

    Our cashmere is sourced from Inner Mongolia, as well as Ningxia and Xinjiang in China. We are committed to sourcing ethically and ensuring that all animals in our supply chain are treated with respect. We have developed an Animal Welfare Policy, which outlines our requirements regarding the humane treatment of animals and are working closely with our suppliers to ensure that they meet our strict ethical requirements.

    You can read more in our ANIMAL WELFARE section.

    Is ELK wool non-mulesed?

    We do not support the practice of mulesing and are committed to sourcing non-mulesed wool for our products. We have developed an Animal Welfare Policy, which outlines our requirements regarding the humane treatment of animals, including that all wool must be from non-mulesed sheep.

    Our wool is sourced globally, and to our knowledge, it does not come from sheep that have been mulesed, and we are working with closely with our suppliers to verify this and ensure that they meet our strict ethical requirements. To further support our commitments, we are also looking to source wool from Responsible Wool Standard (RWS) certified suppliers.

    Where are ELK products made?

    ELK is proudly designed in Melbourne, and the range covering fashion, jewellery, textiles, footwear, and accessories uses fine quality raw materials sourced from all over the world.

    ELK is committed to working with small manufacturers whose traditional skills and techniques guarantee authentic, high-quality production. We enjoy a close working relationship with our selected suppliers, and visit them on a regular basis to source new materials and keep up with new manufacturing techniques.

    We select makers who are aligned with our sustainable and ethical values.

    You can read more in our MAKERS section.

    How often do you visit your suppliers?

    We visit most of our offshore suppliers at least once a year, with our key suppliers in China and India visited two to three times a year. This allows us to source new materials and keep up with new manufacturing techniques, as well as work with them to identify and implement better social and environmental practices where we identify opportunities.

    What are you doing to ensure that the people who make ELK clothes are being paid a living wage and provided with safe working conditions?

    We are committed to ensuring that all ELK products are produced using responsible materials and processes, in a safe working environment, with all workers paid a fair wage and treated with dignity and respect. We actively seek out suppliers that share these values and operate with honesty and integrity. Our focus is on supply chain transparency and positive practices, and we are working with our suppliers to map our supply chain all the way back to farm and implement better social and environmental practices where we identify opportunities.

    New suppliers are assessed for appropriate labour practices, workers’ rights, workplace safety, environmental practices and business ethics prior to any production commencing. We continue to visit most of our offshore suppliers at least once a year, with our key suppliers in China and India visited two to three times a year. All significant suppliers must agree to and sign our Supplier Code of Conduct and undergo periodic independent social compliance audits to ensure our strict standards are being met.

    We are commencing a project to benchmark a living wage in our supplier regions, and work with our suppliers to close any wage gaps that exist. We consider a living wage to be a wage that is earned in a standard working week of not more than 48 hours, that meets the basic costs of living for a family and allows a small amount for discretionary spending and saving.

    You can read more in our MAKERS section.

    How do you ensure that ELK products are safe for people and the environment?

    ELK has developed a Restricted Substances List, detailing the chemicals that must not be used intentionally in the manufacture of ELK materials and products, and that must not be present in the finished item at concentrations above the specified limit. It is based on the Zero Discharge of Hazardous Chemicals (ZDHC) Manufacturing Restricted Substances List (MRSL) and relevant Australian and international safety standards. The list includes banned azo dyes, skin sensitizing dyes, perfluorinated compounds (PFCs), formaldehyde, organotin compounds, phthalates, chlorinated organic carriers, organic solvents, flame retardants, and heavy metals (chromium VI, lead, mercury, nickel and cadmium).

    We recognise that this is just one step towards ensuring no hazardous chemicals are used in our supply chain and we will be working closely with our suppliers to ensure that our products meet these strict standards. Learn more about our environmental values and Makers practices here.

    Is ELK Fairtrade?

    Our business is not certified Fairtrade, but we do support the principles of fair trade as outlined by the World Fair Trade Organization (WFTO), which call for transparency and accountability, payment of a fair price, ensuring no child labour and forced labour are used and upholding good working conditions. These principles are incorporated into our Supplier Code of Conduct and related policies.

    As part of our summer 18/19 collection launched in 2018, we introduced a range of certified Fairtrade organic garments manufactured by our newest maker in India.

    Does ELK manufacture in India?

    Yes, the regions that we manufacture in are Delhi, Agra, Chennai and Kolkata. All ELK leather products are manufactured in India, and as part of our summer 18/19 collection launched in July 2018, we introduced a range of certified Fairtrade and 100% GOTS certified organic garments which are also manufactured in India.