Refund policy

HOW CAN I REQUEST AN EXCHANGE?

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

Email the below email to start the process:

support@altabrands.com.au

FLEXIBLE EXCHANGE POLICY

We are very flexible at ELWD and want you to have the best product's and size from us. If you need to change size please email support@altabrands.com.au to chat about changing a style or size.

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.

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.

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 .

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