Delivery Policy
DELIVERY POLICY
Possible delivery delays to Victoria
Please note: Due to the current health crisis, Australia Post are experiencing delays within thier delivery network to Victoria and your order may take longer to arrive than estimated below. Please visit the Australia Post website for more information: Australia Post COVID-19 Impacts
We offer free express shipping on all Australian orders over $99; Australian orders below this value are charged at a flat rate of $9.95. Your products are shipped from our warehouse in Victoria and our standard shipping option delivers in 2-6 business days for most Metro and inner-regional postcodes, excluding WA. In busy trading periods, orders may take longer due to high volumes.
Orders placed before noon AEST on business days will normally be packed and dispatched on the same day. In busy trading periods, orders may take longer due to high volumes. Once dispatched with Australia Post, expected delivery times for each region are as follows:
EXPRESS SHIPPING
1-2 business days – Victoria
1-3 business days NSW, ACT, SA & QLD metro and most regional areas*
2-5 business days WA, NT, Tasmania*
STANDARD SHIPPING
1-3 business days Victoria
2-6 business days NSW, ACT, SA & QLD metro and most regional areas*
3-10 business days WA, NT, Tasmania*
10-15 business days NZ
*Outer-regional areas may experience slightly longer shipping times
NEW ZEALAND SHIPPING
For NZ Shipping we use Australia Post and NZ Post. All New Zealand orders are charged at a flat rate of $10 (AUD). Products are shipping from Melbourne, Australia and will be delivered in 10-15 business days, depending on region. In busy trading periods, orders may take longer due to high volumes.
NEW ZEALAND DUTIES & TAXES
Any customs, taxes or import duties due are charged once the parcel reaches the destination country and must be paid by the recipient of the parcel. We have no control over these charges and cannot advise you in advance of the total duty which will be charged.
We recommend you contact the NZ Customs Office for current import duties before you order so you can estimate the charges before purchasing.
AUSTRALIAN RETURNS AND REFUND POLICY
ELWD is confident that you will be happy with your purchase. If for any reason this is not the case, we offer free returns for Australian orders within 28 days of the order date. We have 3 conditions of return for change of mind, item(s) must be returned:
- Within 28 days of the order date
- Unworn and unused with the original tags still attached
- In the packaging (if applicable) which must be in the original condition
- Postage is non-refundable
ELWD reserves the right to refuse the return if these conditions are not adhered to.
NEW ZEALAND RETURNS AND REFUND POLICY
ELWD is confident that you will be happy with your purchase. If for any reason this is not the case, we offer returns within 28 days of the order date. The customer is responsible for all associated costs of returning the items to us. ELWD will not take responsibility for returned items not received if registered post is not used. We have 4 conditions of return for change of mind, item(s) must be returned:
- Within 28 days of the order date
- Unworn and unused with the original tags still attached
- In the packaging (if applicable) which must be in the original condition
- Postage is non-refundable
ELWD reserves the right to refuse the return if these conditions are not adhered to.
HOW CAN I REQUEST A RETURN OR REFUND?
We provide an easy to use returns system for you to request your return! You only require two pieces of information to request your return:
- Order ID # (can be found in your confirmation email)
- Email address used to place the original order
Click the button below to request your return
AFTERPAY RETURNS
You are more than welcome to return your Afterpay order online for a refund provided it meets with our Returns Conditions above. Your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, refunds can take up to 5 business days once processed.
EXCHANGE
Unfortunately, we are not able to offer exchanges for online purchases through our Returns Centre. You will need to contact us here so we can assist you in organising a return and refund.
Proof of Purchase will be required for all refunds & exchanges. If your item(s) were purchased with PayPal you will be required to show your PayPal proof of purchase.
Please note you are unable to exchange any items instore if you have purchased with Afterpay and will need to contact us here so we can assist you in organising a return and refund.
Proof of Purchase will be required for all refunds & exchanges and must be refunded to the original payment method. If your item(s) were purchased with PayPal you will be required to show your PayPal proof of purchase.
FAULTY ITEMS
ELWD takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products, you will be entitled to the following remedies under the Australian Consumer Law: (1) exchange or refund of items for major failure or faults or (2) exchange or repair if the goods fail to be of acceptable quality and the failure is not a major failure. In assessing a claim for faulty goods, the Australian Consumer Law allows us to take into account how much time has passed since you bought the product, how the product has been used, the length of time for which it is reasonable for the product to be used and the amount of use the product could reasonably be expected to tolerate before the failure becomes noticeable.
If you believe you have received a faulty item or there has been an error with your shipping, please contact us here . Naturally, if your product is faulty or incorrect, we will pay for the return delivery of the item.
HOW LONG WILL IT TAKE TO RECEIVE A REFUND?
Refunds will automatically be processed back onto the credit card or PayPal account used to make the original purchase once we have received your items. Please allow up to 10 business days for your refund to be processed. Please keep in mind your financial institution can take an extra few days to return the funds to your account.
WHAT WILL HAPPEN IF I RETURN AN ITEM PURCHASED WITH A GIFT VOUCHER?
If any product purchased with a Gift Voucher is returned for a refund, the refund amount will be automatically credited to the original Gift Voucher.
WHY DOES THE PRICE INCREASE WHEN I SELECT ‘NEW ZEALAND’ SHIPPING?
As of the 1st of December 2019, New Zealand has enforced a new law requiring overseas businesses to collect and return 15% of the purchase price of goods under the value of $1,000 NZD. In compliance with this law, an additional charge of 15% will be applied to your order. For more information, please click here.
WILL THERE BE ANY BORDER COSTS FOR MY NEW ZEALAND ORDER?
No. Prior to the enforcement of this law, border taxes were applicable when the value was over $60 NZD. As of 1st of December 2019, this has been replaced by the 15% GST.
WILL THE NEW GST LAWS FOR NEW ZEALAND EFFECT DELIVERY COSTS?
No. Delivery costs and shipping will remain consistent with our current shipping rates.
WHAT CURRENCY DOES YOUR WEBSITE USE?
All prices are in AUD. If you are ordering from NZ, your order will be processed in AUD and your bank will convert to NZD. Please be aware that foreign currency exchange fees may apply. GST % is determined by AUD