Refund Policy
We want you to love what you order from Eloise Melbourne. If something isn't right, here is how returns and refunds work.
30-day money-back guarantee
Not right for you? Return it for a full refund. You have 30 days from the date of delivery to request a return. To be eligible, items must be:
- unworn, unwashed and in the same condition you received them,
- undamaged, with all original tags attached,
- returned in their original packaging (where provided), with any accessories included.
How to start a return
Email us at support@eloisemelbourne.com with your order number and the item(s) you would like to return. Once your request is approved, we will send you instructions on how and where to send your parcel.
Items sent back without an approved return request cannot be accepted.
Return shipping costs
- Change of mind (for example, you changed your mind or would prefer a different size): return shipping is paid by the customer. Returns are sent to our returns centre, and the cost depends on the carrier you choose. We recommend a tracked service, as we cannot be responsible for returns lost in transit.
- Our mistake (the item is faulty, damaged or not what you ordered): you will not pay for return shipping. We will arrange the fastest suitable solution for you.
Order cancellations
To get your order to you as quickly as possible, orders are sent to our fulfilment centre for processing straight after they are placed. For this reason, orders cannot be cancelled or changed once they have been confirmed. If you no longer want your item, please wait for it to arrive and follow the standard return process above.
Exchanges
The quickest way to get the item you want is to return the item you have and, once the return is approved, place a new order for the item you would like.
Faulty, damaged or incorrect items
Please check your order when it arrives. If an item is faulty, damaged or not what you ordered, contact us as soon as possible with your order number and photos of the item. We will review it and offer a replacement, repair or refund, at no extra cost to you.
Items we cannot accept for change-of-mind returns
For hygiene reasons, we cannot accept change-of-mind returns on earrings (where the seal has been broken), swimwear or intimates that have been worn or have had the hygiene liner removed. This does not affect your rights if an item is faulty.
Product appearance
We do our best to show every product as accurately as possible. Colours may appear slightly different depending on your screen, measurements may vary by 1–3 cm, and small details can vary slightly between production batches. These minor variations are not considered a fault.
Refunds
Once we have received and inspected your return, we will email you to let you know whether your refund has been approved. Approved refunds are issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card provider. Original shipping charges (if any) are not refundable on change-of-mind returns.
Disputes
If a dispute arises between you and us about a product or service, please contact us first so we can try to resolve it directly. Except where the Australian Consumer Law provides otherwise, any costs of handling a dispute will be shared equally between both parties, unless agreed otherwise in writing.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights.
Questions
For any questions about returns or refunds, email us at support@eloisemelbourne.com. We reply within one business day.