FREQUENTLY ASKED QUESTIONS

Returns

  1. 1

    How do I return an item and where do I send it to?

    Please visit our Returns & Exchanges page which explains how to return an item.

  2. 2

    What happens if a garment I ordered doesn't fit me? Can I swap it for a different size?

    We want you to love your new purchases. If any item doesn’t fit you please return the item to Elwood and we will exchange it for an alternative size for you, provided we still have the item in stock. Please see our Returns & Exchanges page which explains how to return or exchange an item.

  3. 3

    An item is missing from my order?

    Please contact orders@elwood.com.au so that we can track down your missing item. Sometimes items in your order may be shipped separately if stock in our warehouse has sold out. If this has occurred the item will be sent directly from one of our retail stores. You will be notified by phone or email if an item in your order has been shipped separately to your other items.

  4. 4

    I have received a faulty item?

    We want you to receive a great quality Elwood product. If you think there is a fault with your item please contact orders@elwood.com.au via email and briefly explain the issue with the item and we will endevour to provide you with a replacement or a refund if necessary.

  5. 5

    I have received an incorrect item in my order?

    In the unlikely circumstance that you have received an incorrect item please contact orders@elwood.com.au and we will send the correct item out to you ASAP and facilitate the return of the incorrectly sent item.

  6. 6

    I have lost my returns form?

    Not a problem, just send the garment back to Elwood at the below address together with a brief form explaining whether you would like an exchange or refund and why you are returning the item. Be sure to include your order confirmation or order number so that we can identify your order when it is returned to us.

    Online Returns
    26 St Edmonds Rd
    Prahran
    Vic
    3181

  7. 7

    Can I return a product to a physical Elwood store?

    Yes. You can return any item purchased online to any one of our Elwood retail stores within 21 days of receipt of your order. Returns to stores must be accompanied by your original proof of purchase receipt or order confirmation. If a refund or an exchange transaction is necessary this will be made using a credit card only.

Delivery

  1. 1

    Has my order been shipped out yet?

    As soon as your order has been despatched from our warehouse you will be sent a despatch notification email that confirms that your order has been despatched from our warehouse. Within this email you will also receive your tracking number so that you can keep up to date on the delivery status of your order via the Australia Post Track website located here http://auspost.com.au/track/.

  2. 2

    How do I track my order?

    Simply enter your tracking number in the box provided on the Australia Post Track an Item webpage located here http://auspost.com.au/track/ to view the status of your order.

  3. 3

    How long will my order take to be delivered to me?

    Orders are shipped Monday to Friday. Orders are shipped out of our Melbourne warehouse and generally take between 1-6 business days to be delivered to Australian destinations and 3 - 10 days for New Zealand destinations. The delivery times differ depending on which state the order is being delivered to. Please visit Delivery & Shipping page for more information on approximate delivery times for each state.

  4. 4

    Do you ship to PO Box addresses?

    Yes we do.

  5. 5

    Do you deliver to work addresses?

    Yes we do. You will be required to sign for your order once it is delivered.

  6. 6

    Will there be any shipping costs if I place an online order?

    Shipping costs are Free if you sign up to be a Member and your order is being delivered to an Australian location. If you simply checkout as a Guest shipping costs for each order will be $8 for deliveries within Australia and $15 for deliveries to New Zealand.

  7. 7

    Do you ship outside of Australia?

    We currently ship to Australian and New Zealand locations only. However if you require your order to be delivered to an alternative country other than Australia or New Zealand please contact us at onlinehelp@elwood.com.au and we will endevour to help you with your request.

Other

  1. 1

    Do I need to create an account to shop with you?

    No you don’t. Simply select the “Checkout as Guest” option when checking out and proceed from there.

  2. 2

    Can I use a gift voucher to pay for my order online?

    Not at this time unfortunately. Sorry for this inconvenience. We are looking to implement this in the not too distant future.

  3. 3

    I have seen a product on the website but it is no longer showing, can I still purchase it?

    It is likely that this product has completely sold out if it is not showing anymore. You may be able to still purchase this from one of our retail stores.

  4. 4

    How do I sign up to receive Elwood Emails?

    Please visit the sign up page and fill out the form provided to receive our emails communications.

  5. 5

    I am a Member but am not receiving your emails?

    Please contact onlinehelp@elwood.com.au and we will re-activate your account so that you will receive the Member emails.

  6. 6

    Do you have a size guide?

    Yes, please click here to view the Elwood Size Guide.