Return Policy
At Elara & Co. Melbourne, we want you to be happy with your purchase. We understand that sometimes an item may not be quite right. Below you’ll find our return and refund conditions.
Change of Mind Returns
If you change your mind or an item does not fit as expected, you may request a return subject to the following conditions:
- A return request can only be made after your order has been delivered.
- You must contact us within 14 days of receiving your order.
- Return shipping costs for change-of-mind returns are the responsibility of the customer, including any applicable international shipping costs.
- Items must be returned unworn, unwashed, undamaged and in their original condition, with all original tags attached.
- You are welcome to try an item on for fit, but it must not show signs of wear or use.
- For hygiene reasons, certain items may not be eligible for change-of-mind returns where applicable.
How to Request a Return
To request a return:
- Contact our customer service team at info@gilblancomalaga.com within 14 days of receiving your order.
- Please include your order number and reason for return.
- Once your return request has been reviewed, we will provide you with the correct return address and return instructions.
- Do not return your order to the sender address shown on your parcel unless instructed to do so.
- We strongly recommend using a tracked shipping service and keeping your shipping receipt until your return has been processed.
Please note that our fulfilment network operates internationally and your designated return location may be outside Australia. For change-of-mind returns, any applicable international return shipping costs are the customer's responsibility.
Refunds
Once your return has arrived at the designated return location, it will be inspected.
If your return meets the conditions above:
- Your approved refund will be processed back to your original payment method.
- Please allow additional time for your bank or payment provider to process the refund.
- Original shipping charges, where applicable, are generally not refundable for change-of-mind returns.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, incorrect or otherwise does not meet the consumer guarantees under Australian Consumer Law, please contact us as soon as possible with your order details and, where appropriate, photos showing the issue.
Depending on the circumstances and your rights under Australian Consumer Law, you may be entitled to a repair, replacement or refund.
Where an item has a problem covered by the Australian Consumer Law, we will not require you to bear return costs where the law requires those reasonable costs to be covered by us.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.
Incorrect Shipping Addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If you notice an error, please contact us as soon as possible. While we will do our best to make changes before fulfilment begins, we cannot guarantee that an address can be changed once an order has been processed or dispatched.
Delivered but Not Received
If tracking indicates that your parcel has been delivered but you cannot locate it, please contact us so that we can assist you in investigating the delivery.
We may ask you to check the delivery location, household members, neighbours or the relevant delivery provider before further action can be taken.
Contact
For return or refund enquiries, please contact:
Elara & Co. Melbourne
Email: