What is your returns window?

30 days from delivery for unworn items in original condition with packaging.

How do I start a return or exchange?

Visit our Returns & Exchange page to submit a request. We’ll provide instructions and next steps by email.

Return shipping is [covered/not covered]—update this line to match your policy.

- In‑Stock items: Return or exchange within 30 days of delivery.
- Pre‑Order items: Return or exchange within 30 days of delivery.
Made‑to‑Order (MTO):Exchange or store credit within 30 days of delivery. (Because each pair is crafted on demand, change‑of‑mind refunds aren’t available for MTO. Your ACL rights still apply if there’s a problem.)
Unworn and undamaged, with all tags, dust bags and shoebox included, and proof of purchase. Please try shoes on carpet indoors until you’re sure.
1. Log in to your account and select the order → Request a return, or use the link in your email.
2. Pack securely (don’t tape or write on the shoebox).
3. Attach the label we send or use a tracked service of your choice.
Please wait for return approval before sending your parcel.
Yes—once your return is approved and received, we ship your exchange free (AU & NZ). If the new item costs less, we’ll issue store credit for the difference.
- Change‑of‑mind returns: Original shipping (if any) is not refundable.
- Faulty/incorrect items: We cover reasonable return costs and refund in line with the ACL.
- Gift cards: Not returnable.
- Final Sale items: Not returnable for change of mind. If the item is faulty, you’re entitled to a remedy under the ACL.

You’re covered by the Australian Consumer Law. If the problem is major, you can choose a refund or replacement. For minor issues, we’ll repair, replace or refund within a reasonable time. Please email customerservices@ellementa.com.au with your order number, description and photos.
After we receive and inspect your return, allow up to 10 business days for processing. Banks or payment providers may need extra time to post funds. If you haven’t received your refund 15 business days after approval, contact us.
Yes. The same ACL rights apply to online purchases from Australian businesses as in‑store.
We need proof of purchase to process returns, exchanges or refunds. Your order confirmation email or a bank statement showing the transaction can help us locate your order.
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.

Last updated: 20-10-2025

Can’t find what you need? Our Client Care team is here to help: customerservices@ellementa.com.au.