Shipping and Returns Policy
SHIPPING AND DELIVERY
At Elegant Femme we endeavour to get your order to you as soon as possible. Once your payment is successfully processed the order will be processed and dispatched within approximately 1-2 working days. However, in the event that there are any problems with your order we will contact you via phone and or email (subject to the details provided during checkout).
Our shipping costs are competitive and subject to the discounts and sales being offered at the time of order, they can go up or down. Customers can be assured that we do not make any money on shipping. The cost of shipping charged on the website is lower than what we pay Australia Post and our courier partners - which means we consume part of the shipping costs for our customers (during sales and offer periods we consume the entire cost of shipping - e.g. FREE STANDARD SHIPPING).
We deliver all Australian orders by Parcel Post (by Australia Post) or Sendle (backed by Couriers Plus) and therefore recommend that you provide an attended address. Please note that Australia Post also deliver to PO Boxes and Lockers if this suits you. However, courier companies do not ship to PO boxes or locker addresses. If using a work address, please be sure to include the business name.
Australian Delivery times:
Melbourne Metro – 3-5 business days, Sydney & Brisbane Metro – 3-5 business days, Adelaide Metro – 3-5 business days, Perth & Darwin Metro – 5-7 business days and Tasmania – 3-5 business days. For all regional orders - the delivery time will take slightly longer depending on the state and region. *During busy sale periods, please allow extra time (up to 10 working days) for your order to arrive.
Tracking Your Order
Once your order has been processed and dispatched, you will receive an email from us with your tracking number. If you wish to track the delivery of your order you can log into the Australia Post website as below and enter your tracking number to find out exactly where you order is.
Tracking AU Orders - Australia Post
If you have any problems tracking your order please contact our customer care on the below:
Phone: (03) 9052 5205 / (03) 9052 5207
ONLINE RETURNS POLICY
This policy is strictly for ONLINE returns. For our INSTORE policy, please refer to this section detailed below.
We Do Not Accept Returns for Change of mind. We encourage our customers to read the item descriptions and view the images provided before placing an order. If in doubt please feel free to reach out to us so we can provide you further details regarding the product for a seamless shopping experience.
If the item is faulty when received or is significantly different to the images and descriptions provided, we will send you a prepaid return satchel or return slip. In all other cases, the customer has to bear the cost of returning the goods.
We aim to provide you with the best online shopping experience, and it's really important that you love your purchase from Elegant Femme. If you are not completely satisfied with your online order, Elegant Femme will gladly refund your item/s.
You're not able to return items for exchange via the online store. If you would like to change an item for a different size or colour, you'll need to place a new order as all returned items will automatically be refunded. However, you are more than welcome to exchange your items in store, see below for details regarding 'Exchange At A Store'.
All apparel must be unwashed, unworn and in original condition (this includes all original tags and packaging). All footwear should be tried on a carpeted surface only before wear. The shoe box and other packaging must accompany the product on return. This does not mean you cannot try it on for size!
**Please note due to hygiene reasons, earrings, and underwear are unable to be returned for change of mind.
Once the item/s have been received and reviewed, we will then gladly credit your original method of payment. Refunds can only be credited back to the credit card, PayPal or AfterPay account that was used to make the original purchase. The refund will be processed within 1-2 business days after the items have been received and inspected by Elegant Femme. Please allow 5-7 working days from the day your returned item is received and processed for your account to be credited.
Once your order has been received by Elegant Femme and the refund has been processed, you will receive an email from Online customer care.
Return items that have been worn, damaged or altered from their original state will not be exchanged or refunded, and will be returned to the customer.
We regret that we are unable to refund original shipping and handling costs, unless the item was faulty or not as ordered. We do not refund postage on change of mind returns.
RETURN BY POST
If you would like to return an item, please email firstname.lastname@example.org as soon as possible, indicating the reason for the return. You will then be issued with an authorisation number that must be included with the returned item. This is simply to allow us to keep track of your details so we can best service your needs.
Please return the item/items to us in their original condition within 14 days of receiving your order, along with your tax invoice or authorisation number.
Refunds are processed within 5-7 days of Elegant Femme online receiving the goods.
We would recommend using a traceable method such as registered or express post. It is your responsibility to ensure goods arrive safely to our return address.
Post your return/exchange to:
Attention: Online Returns & Exchange
5 Mathoura Avenue
EXCHANGE AT A STORE
Elegant Femme will happily exchange or provide an in store credit for Online purchases at any of our stores within 14 days of purchase. The online receipt is required when making an exchange or receiving an in store credit. Please note that Elegant Femme stores are unable to issue refunds for online purchases. If you would like a refund for your order, please return it to the online store.
If your item is faulty contact us on email@example.com and we will send you an Australia Post prepaid satchel for you to return the faulty item. Once the item has been received we will be happy to issue you with an exchange or full refund.
ELEGANT FEMME INSTORE RETURNS AND EXCHANGE POLICY
This policy applies to all purchases made in an ELEGANT FEMME store.
ELEGANT FEMME do not normally give refunds if you simply change your mind, or make a wrong decision.
You can choose between a refund, exchange or credit where goods:
Are faulty (as determined through assessment).
Have been wrongly described, or are different from a sample shown to you, or do not do what they are supposed to.
You must retain your receipt as proof of purchase.