FAQ

Quick answers to the questions we hear most. Can't find yours? A real person from our team is happy to help.

Shipping & delivery

How fast will my order arrive?

Fast. Orders are packed and dispatched from our Australian warehouse within 1–2 business days and delivered in 2–5 business days. The moment your parcel leaves us, you'll get a tracking link by email, so you always know exactly where it is.

Is shipping really free?

Yes. Every order ships free and fully tracked to any address in Australia. No minimum spend, no hidden fees and no customs charges. The price you see is the price you pay, in AUD with GST included.

How can I track my order?

You'll receive a tracking link by email as soon as your order leaves our warehouse. You can also follow it any time on our Track Your Order page.

Can I change or cancel my order?

We dispatch quickly from our Australian warehouse, so orders can't be changed or cancelled once confirmed. If something isn't right when it arrives, our 30-day money-back guarantee has you covered.

Returns & our 30-day money-back guarantee

What if it doesn't fit or I change my mind?

You're covered by our 30-day money-back guarantee. Simply email us within 30 days of delivery and we'll guide you through an easy return. As soon as it's back with us, your refund goes straight to your original payment method. Read our Refund Policy.

Who pays for return shipping?

If an item is faulty, damaged or incorrect, you pay nothing. For change-of-mind returns, the return postage is paid by the customer. See our Refund Policy for details.

When will I get my refund?

As soon as your return arrives and is checked, we refund your original payment method. Most banks show it within 5–10 business days.

What if my order arrives damaged or incorrect?

Send us a quick photo and we'll make it right straight away with a replacement or a full refund, at no cost to you.

Sizing & products

How do I find my size?

Every product shows its measurements in AU sizes, and our Size Guide explains how to measure yourself in a minute. Still unsure? Email us your measurements and we'll personally recommend the best size for you. Between sizes? We suggest sizing up for a relaxed, comfortable fit.

Will the item look exactly like the photos?

We show every product as accurately as possible, but colours can look slightly different on different screens and measurements may vary by 1–3 cm.

How do the bundle savings work?

The more you mix, the more you save: 2 items save 15%, 3 items save 20% and 4 or more save 25%. The discount is applied automatically in your cart, no code needed. Mix any styles, colours and sizes.

Payment

Can I pay later with Afterpay?

Yes. Choose Afterpay at checkout to pay in 4 interest-free instalments. We also accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Shop Pay. Every payment is encrypted and processed securely.

Is my payment secure?

Yes. Our checkout is encrypted and payments are processed securely by Shopify and our payment partners. We never see or store your full card details.

Customer care

Who will help me if I have a question?

A real person from our customer care team, Monday to Friday, 9am to 5pm AEST. Email support@eloisemelbourne.com or use our contact form and we'll reply within one business day.