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What can we help you with today?
How do I get in contact with Elwood?
You can contact us by sending an enquiry through our Contact Us page or call us directly on 1800 633 185 and speak to our friendly Customer Service Team.
Where can I buy Elwood?
Take a look at our Store Locator page. Otherwise you can call us on 1800 633 185 and one of our Customer Service Team Members can direct you to your local stockist.
Do you have a size guide/conversion chart?
We sure do! On each product page you can click through to our size conversion chart.
How should I clean my footwear?
In general we recommend the following guidelines (If you have specific questions please email us).
- Cleaning - On a regular basis, brush away any surface dirt with a soft brush. After extended, rugged use, wash with mild soap and warm water. Be sure to rinse all soap off as it is hydrophilic.
- Drying - Open footwear fully, remove the insole and laces and dry at room temperature. Never expose to heat!
- Conditioning - Recommended treatment depends on construction and materials of the footwear (most treatments do alter colour and appearance).
How can I work for Elwood?
Thank you for your interest in Elwood. As a Brand Collective business, Elwood is always looking for qualified individuals. To find out more about career opportunities, please visit the Careers section of the Brand Collective website where you will be able to view all Brand Collective job postings.
Is the colour I see on the website the actual colour of the shoe?
How to care for your Elwood?
We know you want your favourite shoes to last for a long period of time so here’s some tips for taking care of them. Our Shoe care range, available at Elwood retail outlets will keep your shoes in the best condition.
- We suggest using our Rain and Stain repellent to protect your leather, Suede and Nubuck from dirt and moisture.
- Use our Cleaner and Conditioner to prolong the life of smooth, oiled leather.
- To clean the footbeds spray with our Sandal and Shoe Refresher.
- If your suede or nubuck shoes need restoring, our Suede and Nubuck Block and Brush Kit will do the trick.
- Our Tough Spot Remover can be used if you accidently get ink on your shoes.
- Our Oiled Leather Sponge or Cream Polish will bring the shine on your shoes up to its very best.
Storing your shoes:
Shoes are literally made to be worn, storing your shoes for an extended amount of time can result in a condition known as hydrolysis. Factors beyond our control, such as humidity, temperature & moisture can cause polyurethane soles to break down. This is not a condition that is exclusive to Elwood it affects a wide range of shoe brands. If you do choose to store them please do so in a cool, dry place. Don’t keep your shoes tucked away, pop them on and enjoy unbeatable comfort.
Where is my order?
How much does shipping cost and how long does it take for my order to arrive?
We offer FREE standard delivery on all orders over $99, orders below this value are charged at a flat rate of $9.95. We offer FREE returns and will accept returns for change of mind or size within 28 days from date of purchase. Standard shipping will take 3 to 10 working days from receipt of your order using Australia Post or Toll and is free.
Can I order online and collect from a retailer that sells Elwood?
No, when shopping online at elwood.com.au, all items are shipped direct from our warehouse.
Why is there a delay between the dispatch email and delivery?
We send a dispatch email when the parcel leaves us. Depending on the shipping service you've chosen, your parcel will then spend a certain amount of time in transit before being delivered to you.
Can I send an order to another address?
Yes, you can send your order to another address other than your registered address, which is useful if you're sending gifts.
Can I change or cancel my order?
What is the returns, exchange and refunds policy?
We currently don't provide exchanges of styles/sizes, you can however submit a return and re-order a replacement product. You can request a return within 28 days of your order by contacting our customer service team on 1800 633 185 and quoting name/email address or your order number (provided in your email receipt).
Can I return my purchase in a retail store?
No, if goods are purchased from elwood.com.au, you need to follow our online returns process.
Elwood goods purchased from retail stores need to be returned to the store from which those goods were purchased.
How can I return faulty products?
Elwood takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a defect or fault with one of our products we would like to help you resolve the problem.
If you have purchased your Elwood product from a Retailer, you need to return to Retailer from which you purchased your shoes from. If you have purchased online at www.elwood.com.au, please view our Refunds and Returns page.
What are my options when I return an item bought from elwood.com.au?
Elwood will gladly accept returns for all faulty items. We will accept all change of mind items within 28 days of purchase provided those items are accompanied with proof of purchase (which may include the invoice, credit card or other payment statement), unworn and in original packaging. Whether your item was faulty or you've just changed your mind, Elwood provides three returns options:
- 1. For exchanges of size or colour - We will offer you a refund or we can provide an exchange.
- 2. For returns due to a complete change of mind - We will offer you a refund.
- 3. If your product is or becomes faulty - The goods will be assessed by the Customer Service team and if deemed faulty we will offer you a refund of the purchase price, a store credit or replacement if the product is still available.
How long will it take to get a refund?
Once your goods have been received by Elwood, please allow up to 10 working days for your refund to be processed back to your account.
What will happen if I return an item purchased with my Gift Card?
If any product purchased with a Gift Card is returned for an exchange or refund, any money refunded will be automatically credited to the original Gift Card.
Who gets refunded if I return a gift?
The refund will be credited to the original card or account used to purchase the gift.
What are my payment options?
We accept payment via VISA, MasterCard and American Express Credit Cards. We also accept Elwood eGift Cards and payments made via your PayPal or V.me by Visa account.
How secure is my credit card and personal information?
We are strongly committed to protecting your privacy and providing a safe and secure online experience. We have taken measures to ensure that your credit card and personal details are kept safe at all times.
Do prices include GST?
Yes - all prices are displayed in Australian Dollars, including GST.
How do I purchase a gift card?
Where can a Elwood Gift Card be used?
The Elwood electronic gift card cannot be used for purchases in-store, but may only be redeemed online at elwood.com.au
How do I use my Gift Card?
You enter the Gift Card Voucher Code, sent to you via email, in the payment section in the checkout. If you have a Elwood account you may also redeem the gift card to create store credit.
Do I have to spend the exact amount on my gift card?
No. If your purchase amount is less than the value of the gift card you can use the balance for a purchase at a later date. If your purchase is more than the value on the Gift card you can use any other acceptable payment to make up the full amount.
Can I return product purchased with a gift card?
Yes. The normal Elwood return policy applies to any product purchased with a gift card. Keep in mind that the refund will be credited to the account used to purchase the gift card.
How can I check my gift card balance?
You can check the balance of your gift card under Store Credit in My Account or simply click here. To check your balance online you will need an account and your gift card voucher code.
How long is my Gift Card valid?
The gift card is valid for 12 (twelve) months from date of issue. The expiry date of your card can be checked in your account, here.
Can I choose the value of the Gift Card?
Yes. Gift Cards are available in any amount from $30 to $500.
Can't find an answer in our FAQ? No problem!
Feel free to send us a message using the below form or call our friendly customer service team on 1800 633 185
Monday – Friday, 8.30am – 5pm AEST