FULL PRICE RETURNS:
You may return full priced items (including purchases made with our welcome/sign-up promo code) for an exchange or store credit within 14 days of the delivery date. Store credits are valid for 12 months from the date of issue and it's up to the customer to ensure the balance is used before the expiry date. For an extension to your store credit, you must contact us 1 month prior to request an extension. We will not honour a store credit that has already expired.
When purchases are made with Afterpay our regular returns policy will apply. Once we have received & approved your return you will be issued with an exchange or eBoutique voucher (not a refund) regardless of whether or not your repayments have commenced or completed. Your Afterpay payment schedule will continue as normal, however you will be able to use the full value of your eBoutique Voucher right away.
If you have used a discount code or purchased an item on sale, you may return it for a store credit or an exchange unless it has been marked as 'Outlet/Final Sale', in which case the purchase is considered final and non-returnable. Please choose carefully as no exchanges or store credits are permitted on 'Outlet/Final Sale' items unless faulty.
COST OF RETURNS:
Customers are to cover the cost of return postage (unless the items are deemed faulty by our team). You can request an Australia Post Returns Label in our Online Returns Portal ($10 AUD) or you can ship your order back via a courier of your choice. We will cover the cost of redelivery for an exchange via Standard Post, however if you require express post, this can be arranged for an additional fee.
FULL PRICE RETURNS:
You may return full priced items (including purchases made with our sign-up welcome promo code) for a store credit within 14 days of the delivery date.
We do not offer exchanges for international customers outside of Australia as we are unable to hold stock aside for your exchange. Therefore, you will be issued a store credit for your return which you can use to repurchase the size you desire for exchange.
Store credits are valid for 12 months from the date of issue and it's up to the customer to ensure the balance is used before the expiry date. For an extension to your store credit, you must contact us 1 month prior to request an extension. We will not honour a store credit that has already expired.
If you have used a discount code or purchased an item on sale, you may return it for a store credit unless it has been marked as 'Outlet/Final Sale', in which case the purchase is considered final and non-returnable. Please choose carefully as returns for store credit are permitted on 'Outlet/Final Sale' items unless faulty.
Afterpay Day Sale - View the full Terms & Conditions here
COST OF RETURNS:
Customers are to cover the cost of return postage (unless the items are deemed faulty by our team). You can request a DHL Return Label in our Online Returns Portal or you can ship your order back via a courier of your choice. The cost of the return label will vary based on your location. You will be given both options when initiating your return in our Returns Portal to decide which return method you prefer.
Our team take care when packing orders and carefully inspect all garments prior to dispatch to ensure they are sent in perfect condition. If you suspect a fault you are required to immediately contact our team (within 48 hours of delivery) by initiating a return request via our Online Returns Portal. We ask that you attach images of your fault in the Returns Portal along with a brief summary of the fault for our team to review. All faulty items must be returned and inspected by our Quality Control team before a return outcome can be provided to you.
In accordance with the Australian Competition and Consumer Commission (ACCC), if the garment you have received has a minor fault, we are required to repair or replace the garment and forward it back to you. If we are unable to repair or replace your faulty item, you will be refunded for the total of your purchase amount. A refund will only be issued on items that have a major, irreparable/irreplaceable manufacturing fault upon delivery.
Please note that purchasing an 'incorrect size' or being unhappy with the fit is not considered a manufacturing fault and a refund will not be approved on this basis. Our regular return policy will apply for returns of this nature.
NEED TO RETURN AN ITEM?
If you need to make a return, you can do so within 14 days of delivery by visiting our Online Returns Portal below. All returns must be made through our Return Portal. Please ensure you have read and meet all of the returns policy requirements before initiating a return. Returns that do not meet our returns policy requirements may be denied.
EXEMPTIONS TO RETURNS
OUTLET/FINAL SALE - Items marked down by 50% off or more are considered 'FINAL SALE' and have been reduced to clear. These items are strictly non-returnable so please choose carefully as no returns, credits or exchanges will be provided.
DRESS HIRE BUSINESSES: Please note our regular returns policy does not apply for dress hire businesses. Any such businesses placing orders agree that they waive their right to return/credit/refund/exchange/repair or remedy in any circumstance.
WEAR & TEAR: Once tags are removed, you have accepted the condition of your item and it is no longer returnable. It is the customers responsibility to care for their bespoke ELIYA garments and any items which have been misused, damaged, mistreated or roughly handled by the customer are not eligible for refund. You may be eligible for a complimentary repair by Eliya The Label (subject to our discretion) for faults that arise once tags are removed and the item has been worn. Please contact our team to check whether you are eligible.
DRY CLEANING: Eliya The Label garments are best hand-washed or cleaned by a very quick and gentle dry-clean. We will not be held liable for any damage which has been caused to your garment by a third-party dry-cleaning company. We strongly advise that you contact us for detailed care instructions prior to the cleaning of your garment if you are unsure.
Company Disclaimer: ELIYA The Label reserves the right to deny an exchange, store credit or refund if the garment does not meet our returns policy requirements once assessed. If a returned item is denied, the goods will be returned to the customer.