Delivery And Returns
Elwood Delivery Policy
We offer free standard shipping on all orders over $99.00; orders below this value are charged at a flat rate of $9.95. Express shipping is available at a flat rate of $14.95. 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 be packed and dispatched on the same day. Once dispatched with Australia Post, expected delivery times for each region are as follows:
- 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*
- 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*
*Outer-regional areas may experience slightly longer shipping times
RETURNS AND REFUND POLICY
Elwood Online is confident that you will be happy with your purchase. If for any reason this is not the case, we offer FREE RETURNS within 28 days of the order date. Elwood 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
Elwood reserves the right to refuse the return if these conditions are not adhered to.
HOW CAN I REQUEST A RETURN OR REFUND?
Please contact our online customer support team firstname.lastname@example.org and we will be more than happy to initiate a return for you, just include the following details:
- Order #
- Details of the item you wish to return
Our customer support team will get back to you with your return parcel details & return authorisation number.
Unfortunately, we are not able to offer exchanges for online purchases through our Returns Centre. You are however able to exchange or return a product to our South Wharf DFO Elwood store at 20 Convention Centre Place, South Wharf, Victoria, Australia, 3006. If you are unable to access one of our stores, you will need to contact us at email@example.com so we can assist you in organising a return and refund.
Please note you are unable to return (no refund or exchange) any items instore if you have purchased with Afterpay and will need to contact us at firstname.lastname@example.org we can assist you in organising a return and refund to our online returns centre.
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 return any items instore if you have purchased with Afterpay and will need to contact us at email@example.com so we can assist you in organising a return and refund.
Elwood 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 at firstname.lastname@example.org . 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 5 working days for your refund to be processed. Please keep in mind your financial institute can take an extra few days to return the funds to your account.
CAN I RETURN MY PURCHASE IN A RETAIL STORE?
Yes, you are able to return any unworn items to our retail stores. Please make sure the items are unworn and unused with the original tags still attached - we are unable to accept items with dirty marks or any signs of wear-and-tear. We recommend you call ahead to avoid disappointment, please use the Store Locator to contact your preferred store. Proof of Purchase will be required for all exchanges or refunds; this can be in the form of a confirmation email or bank statement.
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.
WHO GETS REFUNDED IF I RETURN A GIFT?
The refund will be credited to the original card or account used to purchase the gift.