Terms of Service

Welcome to Eloise Melbourne (the "Site"). These Terms of Service ("Terms") apply to your use of our website and to any purchase you make from us. By using the Site or placing an order, you agree to these Terms and to our Privacy Policy, Shipping Policy and Refund Policy.

1. About us

The Site is operated by Eloise Fashion Group Ltd, trading as Eloise Melbourne ("we", "us", "our"). You can contact us at support@eloisemelbourne.com.

2. Using the Site

By using the Site you confirm that you are at least 18 years old, or that you are using it under the supervision of a parent or guardian. You agree not to use the Site for any unlawful or fraudulent purpose.

3. Products and descriptions

We aim to describe and show our products as accurately as possible. However:

• colours may look slightly different depending on your screen,
• measurements may vary by 1–3 cm,
• small details can vary slightly between production batches.

Product availability can change without notice. We may limit the quantity of any item per order or per customer.

4. Prices and promotions

All prices are in Australian dollars (AUD) and include GST. Prices may change at any time, but changes will not affect orders already confirmed. Promotions, bundle offers and discount codes may have their own conditions and may be available for a limited time only.

5. Orders and cancellations

When you place an order, you are making an offer to buy. Your order is accepted when we send you an order confirmation.

Orders are sent to our fulfilment centre for processing immediately to ensure fast delivery. For this reason, orders cannot be cancelled or changed once confirmed. If you no longer want an item, please wait for it to arrive and follow our Refund Policy.

We may refuse or cancel an order in case of suspected fraud, an obvious pricing or description error, unexpected unavailability, or a breach of these Terms. If we cancel an order, we will refund you in full.

6. Payment

Payments are processed securely by Shopify and our payment partners. We do not store your full card details.

7. Shipping and delivery

Delivery estimates and conditions are set out in our Shipping Policy. Delivery times are estimates and may be affected by events outside our control. It is your responsibility to provide a correct and complete shipping address.

8. Returns and refunds

Returns and refunds are handled according to our Refund Policy: 30 days from delivery, items unworn with tags attached, return shipping for change-of-mind returns paid by the customer, and no cost to you if an item is faulty, damaged or incorrect.

9. Reviews and user content

If you submit a review or other content, you confirm that it is your own, honest and lawful. We may remove content that we consider inappropriate or in breach of these Terms.

10. Intellectual property

All content on the Site, including text, images, graphics, logos and design, belongs to Eloise Melbourne or is used under licence. You may not copy or use it without our written permission.

11. Limitation of liability

To the extent permitted by law, the Site is provided "as is" and we are not liable for any indirect or consequential loss arising from your use of the Site. Nothing in these Terms excludes, restricts or modifies any right or remedy, or any guarantee, that you have under the Australian Consumer Law.

12. Disputes

If you have a complaint, please contact us first so we can try to resolve it. 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.

13. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as strikes, natural disasters, carrier or customs delays, network outages or government action.

14. Changes to these Terms

We may update these Terms from time to time. The latest version will always be available on this page.

15. Governing law

These Terms are governed by the laws in force in Victoria, Australia.

16. Contact

Questions about these Terms? Email us at support@eloisemelbourne.com.