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EXCHANGES & RETURNS

CAN 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 an exception 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.

  • We are unable to accept returns or exchanges on personalised items.
  • 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. For sale items, an exchange will be accepted within 7 days from receipt of items. 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.

For further instructions, please read the information under the relevant headings below.

EXCHANGING YOUR FULL PRICED PURCHASE

  • 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.

  • We are unable to accept returns or exchanges on personalised items.
  • 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.

    RETURNING YOUR FULL PRICED PURCHASE

    • If you change your mind we will happily offer an exchange, credit voucher or refund on full priced purchases.
    • 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.
    • We are unable to accept returns on earrings due to hygiene reasons and swimwear if the hygiene label is not intact.
    • We are unable to accept returns or exchanges on personalised items.
    • Please complete your Returns Form and post with the items you wish to return. Your return form can be found on the back of your invoice. If you have misplaced your 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 Proof of Purchase 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.
    • Any refund will be credited back to your original method of payment or if a credit voucher is nominated, it will be emailed to you.
    • Any full priced item purchased online at www.elkthelabel.com can be exchanged or returned through our ELK retail stores. Please ensure you have proof of purchase.
    • 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.

    SALE ITEMS

    We offer an exchange or credit voucher for items bought on sale only. 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) days from receipt of purchase.
    • We are unable to accept exchanges on earrings due to hygiene reasons and swimwear if the hygiene label is not intact.
    • We are unable to accept returns or exchanges on personalised items.
    • Please complete your Returns Form and post with the items you wish to exchange. Your return form can be found on the back of your invoice. If you have misplaced your 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 exchanges safely for the return transport, ensure the Proof of Purchase 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.

      FAULTY ITEMS

      We will offer a refund 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 promptly 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 of 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 the item, we will send you 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.

      CAN I RETURN A GIFT?

      If you have received an ELK item as a gift, we can offer an exchange under the following conditions:

      • The item was purchased from www.elkthelabel.com or from one of our ELK  retail stores.

      • 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.

      • 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. For sale items, an exchange will be accepted within 7 days from receipt of purchase.

      • Proof of purchase must be supplied.

      • We cannot offer a refund to the recipient of the gift.

      • If you 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.