Refund policy

 

èllementa Footwear — Returns, Exchanges & Refunds Policy (AU)

 

Last updated: 2026-01-01

We want you to love your purchase and feel confident shopping with us. This policy explains when refunds, exchanges or store credit are available and how to make a return. Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

 

1) Your rights under the ACL

When you buy from èllementa Footwear, you have consumer guarantees. If a product has a major failure, you can choose a refund or replacement. If the problem is minor, we’ll repair, replace or provide another remedy within a reasonable time. These rights apply to online purchases and sale items.

2) Change-of-mind returns (our store policy)

While the ACL doesn’t require change-of-mind refunds, we offer the following store policy to improve your experience. Your rights under the ACL still apply if there’s a problem with the product.

Return window (change-of-mind): within 30 days of delivery

  • In-Stock items: refund or exchange
  • Pre-Order items: refund or exchange
  • Made-to-Order (MTO) items: exchange or store credit only (no change-of-mind refunds). ACL rights still apply if there’s a problem.

Conditions for change-of-mind returns (all product types)

To be eligible, items must be returned as-new / unworn:

  • Indoor try-on only (no signs of outdoor wear; no sole/heel wear, scuffing, dirt, or marking)
  • Undamaged and in original condition
  • With original shoebox, dust bags, tags/labels and any included accessories
  • With proof of purchase
  • Return request submitted within the return window, and item received by us within 30 days of delivery

Not returnable for change-of-mind: gift cards and items marked Final Sale (ACL rights still apply if faulty).

3) How to start a return

  1. Request approval online: Use our return portal (Account → Orders → “Request a return”), or follow the Return Request link in your confirmation email.
  2. Pack carefully: Use original packaging where possible. Please don’t tape or write directly on the shoebox.
  3. Ship with tracking: We recommend a tracked service.

Please don’t send items back without approval—unapproved parcels may be refused.

4) Return shipping costs

Refund returns: Return postage is at the customer’s expense. If we provide a return label for convenience, the label cost will be deducted from your refund.

Size exchanges: For full-price items within Australia, we cover the first approved size exchange. We’ll provide a prepaid return label and ship your replacement pair free once your return is received and approved.

Sale items: Return postage for sale item returns or exchanges is at the customer’s expense.

International returns: Return postage is the customer’s responsibility. For approved international exchanges, we may cover the shipping cost to send the replacement pair, but the return postage back to us is at the customer’s expense.

If we’ve sent an incorrect or faulty item, we’ll cover reasonable return postage in line with your rights under the ACL.

5) Exchanges

Need a different size? Submit a return request through our portal. Once approved, we’ll guide you through the exchange process.

Replacement items are subject to availability.

For full-price items within Australia, the first approved size exchange is covered by us. For sale items and international returns, return postage is at the customer’s expense.

6) Refund method & timelines

Approved refunds are issued to your original payment method.

Please allow up to 10 business days after inspection for processing (banks/payment providers may take additional time). If it’s been more than 15 business days since approval, contact us at customerservices@ellementa.com.au.

7) Items returned not in original condition

If an item does not meet our change-of-mind conditions (e.g., signs of wear, damage, missing packaging/tags, hygiene/condition standards not met), we may:

  • Decline the return, and send the item back to you, or
  • Offer store credit / partial refund at our discretion, where appropriate.

8) Warranty and wear & tear

This policy doesn’t cover normal wear and tear, accidental damage, misuse, or damage arising from not following the included care instructions.

9) Need help?

Questions about returns, exchanges or refunds? Reach our Client Care team at customerservices@ellementa.com.au.


© èllementa Footwear