Shipping & Returns

Shipping

We aim to dispatch all orders within 1 business day of receiving the order. If there is a delay in dispatching your order, we will promptly contact you via email to inform you of the delay.

All items will be dispatched quickly and efficiently from our Melbourne warehouse.

International Shipping

Sorry, currently we do not ship outside of Australia.

Returns

Ordering is Easy & Risk Free!

Elilee Australia is committed to customer satisfaction – if you receive any item that you are unhappy with for any reason, simply return it to us within the time frame listed below, in the condition that you received it, and we will happily offer you an exchange or refund.

Returns Process

Only items purchased directly from this website can be returned via the below process. Returns must be received within 30 days of the original purchase. Any item(s) purchased from another website or a physical retail store must be sent back to the original place of purchase for all returns/refunds/warranty issues.

If for any reason you would like to return your product for a refund or exchange, please follow the simple steps below:

  1. Please contact us at info@elilee.com.au to arrange an RA number for your return.
  2. Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a satchel as we are not able to accept them if damaged.
  3. Affix the pre-addressed label to your package, making sure you cover or remove original shipping label. Elilee Australia is not responsible for any costs incurred when sending your product(s) back for exchange/refund. Our return shipping address is:

    Elilee Australia Pty Ltd
    16 Kelvin Road
    Bayswater North VIC 3153

  4. Attend your local Post Office and send to the labelled address. For security and peace of mind, we strongly suggest insured registered post as Elilee Australia is not liable for lost return parcels.
  5. Once your return is received in our warehouse, we will inspect and process the goods within 24 hours to ensure you receive your exchange/refund as quickly as possible. So you are kept informed, we will send you an email updating you on the progress of your exchange or refund.
  6. Elilee Australia will then gladly cover the cost of shipping your new product if you have requested an exchange.
  7. If you have requested a refund, you will receive an email with confirmation that your refund has been processed.

Elilee Australia cannot accept COD deliveries and any returns sent COD will have the postage costs deducted from your refund.

Warranty/Faulty Returns

If you have a faulty item that you would like refunded, repaired or replaced, please contact our customer service team before sending the item back. If emailing regarding a fault, please attach pictures of the fault so the item can be assessed before a return is approved. Any warranty items sent back without approval may be sent back to you at your cost.

Please make sure you enclose your original invoice, along with a clear description of the fault. Please contact us at info@elilee.com.au if you need a new copy of your invoice.

We aim to have your refund processed within 24 hours of receiving; however some faults must be approved by management before a refund or replacement can be issued. This process usually takes around 3 business days and once completed you should receive your refund or replacement within 2-5 business days.

Return Terms and Conditions

All items returned for refund or exchange must be returned in the original condition with tags attached (unless faulty). Any packaged goods must be returned with the packaging in its original condition or may not be accepted (unless faulty).

Boxed/Packaged Goods: Please note that if you are wanting to exchange or return boxed goods, they must be returned in the original unmarked packaging and in good condition. If the items are being posted back, please ensure you pack them inside a satchel and do not attach anything to the outside of the original packaging. Should the packaging be marked or in unsatisfactory condition there may be a chance that we will not exchange or refund the goods.

Elilee Australia cannot guarantee returns will be processed within 24 hours. During these periods some exchange requests may not be processed if your requested item is out of stock and a refund will be processed instead. We recommend placing a new order online and returning your original items for refund to avoid exchange items selling out. You will receive an email to notify you whether a refund or exchange was made on your return. We apologise for any inconvenience caused.

For any further info on returns, please contact our customer service department at info@elilee.com.au

Frequently Asked Questions

What Is Your Returns Policy?

Elilee Australia is committed to customer satisfaction- we aim to make all aspects of ordering as hassle free as possible, especially returns. If you receive any merchandise that you are unhappy with for any reason, simply return it to us within the time frame listed below, in the condition that you received it and we will happily exchange or refund.

Exchanges – 30 days from date of purchase.

Refunds – 30 days from date of purchase.

I have lost my Invoice and/or the Exchanges & Returns form. What do I do?

If this is the case don’t worry as our Customer Service Team can email you another copy! Please contact us by email info@elilee.com.au

Do you pay for my return shipping?

If the returned item was damaged, defective or if we shipped you the incorrect item we will gladly pay for the return shipping cost upon assessment, as well as the shipping for the new item.

In the case of reimbursement of shipping, a receipt is required to be sent with the return.

If the returned item was what you ordered but turned out to be not exactly what you were hoping for (i.e. you weren’t happy with your choice of size, colour, style) then we ask that you pay for the cost of returning that item to us. We think that’s only fair.

Can I return/exchange an item purchased from a retail store?

No, only items purchased directly from this website can be returned for a refund or exchange.

Can I return/exchange an item purchased from another website?

No, only items purchased directly from this website can be returned for a refund or exchange.

Can I return a faulty item purchased from a retail store?

All faulty items must be returned to the original place of purchase to submit a warranty claim. 

 
 

Elilee Australia
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