Return & Exchange

  • We want you to love your purchase! If something isn’t quite right, we’re here to help. Changed your mind? No worries!

    For IN STOCK ITEMS you have 30 days from the date of purchase to request a return for exchange or refund.

    For PRE-ORDER ITEMS you have 30 days from the date of receiving your parcel to request a return for exchange or refund.

    • the products have not been used, worn, washed, modified or damaged;
    • the tags and labels are still attached to the products with the disposable seal;
    • the products are returned in their original packaging;
    • the online return form must be correctly completed and submitted to our website within thirty (30) days.
    • the products must be returned within thirty (30) days.
    • Final sale items, gift cards, and customised items are excluded.
    • *Please remember to keep your receipt or proof of purchase—we’ll need it to process your return.

    For more details about our 30-day policy: Return & Refund .

  • Ready to make a return? It’s simple:

    1. If you already have an account with us. Log into your account by clicking the profile icon in the navigation, and then start your request.
    2. If you do not have an account with us. Submit a return request by clicking the link: Request a Return. Enter your email, it will sent you a six-digital code via email. Enter the code to log in to your account.
    • Click the order that you want to submit the return for.
    • If your order has more than one item, then select the item that you wish to return.
    • Select a return reason and add a note for us.
    • Once your return request is approved, you will receive an email with shipping label and instructions.

    Important: Please do not send anything back without first receiving return approval—it will not be accepted without it.

  • Need a different size or colour? No problem! If we have the item you’re looking for in stock, we’ll gladly process the exchange.

    • To speed up the process, simply return your order first by following "Request a Return" steps above.
    • Visit our online store and place a new order for new item you would like for your exchange.
    • Once your returned order is received and processed by our team, we will send out your exchange item *free of charge*.
    • Please note that we can only exchange for items of an equal or lesser value.
    • If your exchange item costs less, we’ll refund the difference as store credit, which you can use for future purchases.

    Important: Please try the products you received on a clean and soft carpet surface until you have decided to keep them.

  • Unfortunately, we can't process any return, exchange, or refund requests without it.

    *Please hold onto your original receipt as proof of purchase.

  • To ensure a smooth return process, please review our return policy and follow the steps to request a return. When you are ready:

    1. Ensure your return item is packed in its original packaging. Securely wrap the item to avoid any damage during transit.
    2. Avoid sticking labels or tape on the product box/packaging.
    3. Please include the original receipt with the return package.
    4. Use the original plastic bag to cover the prepared package, then attach the return label on the bag. Make sure the bag is sealed properly for transit.

  • Once your return is approved, you'll receive an email from us with a shipping label and instructions. You can easily track your return using the provided tracking number.

  • Returns generally take 1-2 weeks to get to our warehouse. We'll examine the item to ensure it's in new condition, unworn, with original tags and packaging.

    Once the item has been inspected, we will proceed according to your preference indicated in your return request.

  • Oops! Did something go wrong? We understand how frustrating that can be. Please inspect your order upon arrival, and if the item is damaged, defective, or incorrect, contact us right away: customerservices@ellementa.com.au we’ll work quickly to resolve the issue for you.

  • Waiting for a refund? Once we’ve received and inspected your return, we’ll notify you if the refund is approved. Approved refunds will be issued via your original payment method within 10 business days.

    Please note that your bank or credit card company may take additional time to process the refund, so allow a few more days for the amount to show in your account.

    If it’s been more than 15 business days since your return was approved and you haven’t received your refund, please contact us at customerservices@ellementa.com.au and we’ll look into it for you.