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RETURNS

If you are not satisfied with your purchase, you may return items within 30 days of original purchase. Returns will be processed within 7-10 days of receipt. You will be notified via email once your refund has been approved in our system. To qualify for a refund, items must be returned in original, unused condition, and tags attached. 

Return Procedure (Account Holders):

  1. Sign into your account, click on the [Order History] button and select the order number you would like to return.
  2. Select the items you would like to return and complete the online return authorization form. PLEASE NOTE: You are not required to print the form if you do not have access to a printer. Instead, write the return authorisation number on a piece of paper and place inside of the package.
  3. Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a satchel as we are not able to accept them if damaged.*For security and peace of mind, we strongly suggest using tracked post, as we are not liable for lost return parcels. Please allow up to 7 business days for us to receive your merchandise. 
  4. Attend your local Post Office and send to the returns address:

    Australia Online Store Returns
    Element Online Returns
    105 Corio Quay Road
    North Shore VIC 3214


    New Zealand Online Store Returns
    Element Online Returns
    63A Apollo Drive
    Albany, Auckland 0632
     
  5. Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your refund as quickly as possible. To keep you informed, we will email you confirmation of your refund, and how it is being processed to your original form of payment. In most cases, refunds should hit your account within 1-5 business days.
  6. Unfortunately, at the moment we don't offer a free returns service unless any of the items were faulty, damaged or incorrect. For all change of mind purchases, please follow the above-mentioned process. If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team to arrange a return postage label.
  7. Unfortunately, we cannot process a return for online orders in person at an Element store. Please follow the above Online Return process.

* REFUNDS AND RETURNS ARE NOT AVAILABLE ON FREE PROMOTIONAL ITEMS.

Return Procedure (Guest Checkout): 

  1. Send a copy of your invoice or order confirmation back with the unwanted goods.
  2. Highlight or circle the items you would like to return.
  3. Pack all items with your invoice in a carton/satchel or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a carton/satchel as we are not able to accept them if damaged.
  4. Attend your local Post Office and send to the returns address:

    Australia Online Store Returns
    Element Online Returns
    105 Corio Quay Road
    North Shore VIC 3214


    New Zealand Online Store Returns
    Element Online Returns
    63A Apollo Drive
    Albany, Auckland 0632

 *For security and peace of mind, we strongly suggest using tracked post as we are not liable for lost  return parcels. Please allow up to 7 business days for us to receive your merchandise.

5.Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your refund as quickly as possible. To keep you informed, we will email you confirmation of your refund, and how it is being processed to your original form of payment. In most cases, refunds should hit your account within 1-5 business days.

6. Unfortunately, at the moment we don't offer a free returns service. For all change of mind returns, we recommend attending your local post office and selecting tracked post. If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team to arrange a return postage label.

* REFUNDS AND RETURNS ARE NOT AVAILABLE ON FREE PROMOTIONAL ITEMS.

 

EXCHANGES

We're currently unable to process exchanges through our online store. To avoid disappointment, we recommend placing a new order for the item you would like to purchase, and returning your existing merchandise for a full refund to our online warehouse using the process above.

 

RETURN TERMS & CONDITIONS

All items returned for refund must be returned in the original condition with tags attached (unless faulty). Any packaged goods must be returned with the packaging in its original condition or may not be accepted (unless faulty). When trying on footwear we advise using a clean surface as shoes with marked or dirty soles may not be accepted for return. Please ensure all returned clothing items are free from marks, stains and rips as they may not be accepted for return if received damaged (unless faulty). Note: Online purchases cannot be returned to a store or dropped off in person to any office or warehouse. Online purchases may only be returned by sending them to the Returns Address as per this process. If you have any questions, please contact the customer service team for assistance.

Unfortunately, at the moment we don't offer a free returns service. For all change of mind returns, we recommend attending your local post office and selecting insured registered post as we are not liable for lost return parcels. If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team to arrange a return postage label. 

RETURNS, WARRANTIES & CONDITIONS

In addition to your legal rights, we allow a refund or exchange for all goods (excluding promotional goods) returned within 30 days of purchase if the goods (including all tags, labels and packaging), are unused, unworn and undamaged provided you have proof of purchase and have complied with the conditions of sale. If goods are purchased between 1 December and 25 December, we will allow a refund or exchange of those goods if returned by 26 January the following year if the goods (including all tags, labels and packaging), are unused, unworn and undamaged provided you have proof of purchase and have complied with the conditions of sale.

Some of our goods come with a guarantee or warranty from the manufacturer against defects. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. We will assess a warranty claim in accordance with your legal rights, upon receipt of a proof of purchase and inspection of the returned good.

To make a return or warranty claim, return the good to your place of purchase or contact our customer service team on [#phone],[#email]

It is a condition of sale that goods are not resold for commercial purposes and that goods are returned to the country from which they were purchased.

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