Returns Policy

AUSTRALIA ONLY

Australia only, Create a Return Here

In August 2026, we updated our returns policy so please read carefully.

For hygiene reasons, no returns on earrings. 

RETURN CONDITIONS AND TIMEFRAMES
1. FULL PRICE	WITHIN 30 DAYS OF PURCHASE		EXCHANGE,  STORE CREDIT OR REFUND
2. SALE	WITHIN 30 DAYS OF PURCHASE		EXCHANGE OR STORE CREDIT
3. FINAL SALE	NO RETURNS

1.    FULL PRICE: This includes full priced items discounted temporarily during promotions. For example, “20% off full price knitwear”. The returns timeframe is extended to 60 days for purchases between 1st November and 25th December.

2.    SALE: An item that is permanently reduced. This item will have a “SALE” callout.

3.    FINAL SALE: This item will have a “FINAL SALE” callout. This includes any items marked “samples” or “faulty” in our retail stores, or ELK items purchased from EBAY. For hygiene reasons, no returns on earrings.

What's the eligibility criteria for an exchange, store credit or refund? +
•    Received within the above applicable timeframes
•    Proof of purchase is provided via receipt or order number
•    Returned in its original, unused condition with ELK tags/packaging 
•    Purchased from www.elkthelabel.com or an ELK retail store. 

How do I return an item? +

STEP 1: CREATE A RETURN
•    Have your email address and order number ready, found on the order confirmation email or in your ELK account.
•    Follow the instructions on our return’s portal. 
STEP 2: CHOOSE YOUR RETURN OPTION
•    Standard exchange – your new item will be despatch once we receive and process your returning item. Free postage, both ways.
•    Instant exchange – by setting up a Refundid account, your new item will be immediately despatched to you. Free postage, both ways.
•    Store credit – this will be valid for 12 months and will be issued once we receive and process your returning item. A return shipping charge of $15 will be deducted.
•    Refund – Your refund will be issued once we receive and process your returning item. A return shipping charge of $15 will be deducted.
STEP 3: ATTACH LABEL AND POST YOUR PARCEL BACK TO US
•    Our Returns team is in Melbourne, Victoria.

How do I return an item to an ELK retail store? +
Simply visit an ELK store and provide our retail team with proof of purchase.
•    If you originally purchased your item online, please show our team the Online Order Confirmation with the Order Number that was emailed to you shortly after placing your online order.
•    If you originally purchased at an ELK store, please show your paper receipt given to you at the time of purchase or that was emailed through to you. If you have lost your receipt but have an email profile with us, then we can check your purchase history for you.
•    NOTE: Items purchased from our Clearance Store can only be processed through the Clearance store directly.

What if my item appears faulty or damaged? +
In the unfortunate case you have received an item you believe to be faulty or damaged, please contact our Customer Service team. 
CLICK HERE to email our customer service team.
•    Items will be assessed, and we will repair, replace, or refund on a case-by-case basis. 
•    We recommend emailing a photo to Customer Service, clearly highlighting the fault.
We follow the ACCC (Australian Competition and Consumer Commission) guidelines and reserve the right to repair or replace the item we deem to be faulty.

Payment methods. +

Refunds
You will be refunded in the same way you chose to pay.
•    If your original purchase was split over a gift voucher and another payment method, we will refund onto the gift voucher first, and any balance onto other payment method. Please note, this is a function of Shopify, the software we use for our website and our retail stores, so unfortunately, we are unable to modify this process. We thank you for your understanding.
If you purchase online, you will receive an email confirmation when your refund has been completed.
AfterPay Refunds
For online purchases, your refund will be returned automatically.
For a purchase made at an ELK store, our retail team can assist you with a refund at any ELK store. The following steps are required to issue your refund:
•    Open the AfterPay App on your phone and select the order you are returning in store.
•    Click the details of the order, select "Returning an Order” and follow the prompts.
Please allow up to 10 days for processing your AfterPay refund. Please note, refunds from AfterPay will often appear as a reduction on your balance owing rather than a lump sum refund back to your original account. To learn more about Afterpay refunds please see further information by clicking the following link to view on the Afterpay website.

INTERNATIONAL ONLY

IN MAY 2026, WE UPDATED OUR RETURNS POLICY SO PLEASE READ CAREFULLY. 

For hygiene reasons, no returns on earrings. 

RETURN CONDITIONS AND TIMEFRAMES
1. FULL PRICE	INTERNATIONAL WITHIN 45 DAYS OF PURCHASE		REFUND ONLY
2. SALE	INTERNATIONAL WITHIN 45 DAYS OF PURCHASE		REFUND ONLY
3. FINAL SALE	NO RETURNS/EXCHANGES

1. FULL PRICE: This includes full priced items discounted temporarily during promotions. For example, “20% off full price knitwear”. Or, the Welcome 10% first order discount. The returns timeframe is extended to 60 days for purchases between 1st November and 25th December. 
2. SALE: Any item where price is permanently reduced. On our website, this item’s image will have a “SALE” callout. 
3. FINAL SALE: These items will be clearly marked as final sale and their price is generously reduced to clear. On our website, this item’s image will have a “FINAL SALE” callout. 

NOTE:  
ELK items purchased from EBAY are final sale, no returns.
ELK items purchased from an ELK stockist are subject to the individual store’s policy.

To be eligible for an exchange or refund, the item must meet the following criteria: 

• Received within the above applicable timeframes. 
• Proof of purchase is provided via receipt or order number. 
• Returned in its original, unused condition with ELK tags attached.  
• Shoes returned in their original box. 
• Purchased from www.elkthelabel.com or an ELK retail store. 
  

INTERNATIONAL - HOW TO PREPARE YOUR PARCEL FOR RETURN

STEP 1
Prepare your parcel for return

Please ensure you use a protective bag and a registered/traceable form of postage as ELK will not be responsible for goods that are damaged or lost in transit from you to us

Return shipping cost to our warehouse in Melbourne, Australia is to be paid by the customer.

STEP 2
Label your parcel

Address to the ELK Returns Department, including your Order Number;

Returns Department
RE: [Please insert your Order Number]
ELK THE LABEL
124 Henty Street
Reservoir VIC 3073, Australia