If you’re unsure of your size, you can compare your measurements to our sizing chart or speak to our stylists via email or our Live Chat facility in the bottom right hand corner of your page. Please note that our size guide is a recommendation only and provides you with body measurements to compare against. It does not provide measurements of the garments. If you are slightly bigger than any of the recommended size measurements, we always recommend sizing up, not down, as some of our fabrications are non-stretch.
We are an online-based fashion brand, however we are stocked in over 60+ retailers worldwide. You can view our full list of stockists here. As each store is independently run, we are unable to know which particular stores have stock in your desired style/size. We recommend calling or visit your local stockist to see which pieces from our collections they have in store. All contact details can be found via our Stockist page online.
By default, our prices are in Australian Dollars (AUD) as we are an Australian brand, however our website will detect your location and will give you the option to shop in your local currency if preferred. You can change the currency at the bottom of our website footer if you prefer to shop in a particular currency. Please note that shipping prices quoted in our policies are in AUD however will convert to your local currency at checkout (eg: $30 AUD shipping will be converted to $22USD if you shop in USD).
If you return an item for a store credit, please note that all store credits are issued in AUD currency only, regardless of whether you originally purchased in USD/CAD/EURO/GBP etc. Your store credit will be issued in the equivalent AUD value of your purchase amount less shipping. When you use your store credit, you can choose to checkout in AUD or if you prefer to checkout in your local currency once again, your store credit will convert to the equivalent value of the currency you have chosen to checkout in.
The prices within the online store do not include relevant overseas duties and other customs charges you may incur. These costs are imposed by your local customs office and are outside of our control. Please familiarise yourself with your country's customs charges and levies prior to placing an order. ELIYA The Label is not responsible if customers are not notified by their country's postal authority that items are awaiting payment of customs duties and taxes.
In the event where a parcel is not claimed or refused by the receiver, DHL will attempt re-delivery. If DHL are unable to arrange a re-delivery, the parcel will be destroyed and abandoned by authorities in the receiver's country. Consequently, there will be no refunds for parcels that are not claimed or refused. In the event that your package is refused and returned to ELIYA The Label, any return costs incurred will be the responsibility of the customer and deducted from your store credit refund.
We may repeat styles that are in exceptionally high demand, however only ever in a limited quantity to maintain exclusivity. You can subscribe to be notified of a size restock, and you will receive a SMS or email if your size becomes available. We do not repeat sale items. We may receive some items back via returns which will then be made available online, so subscribe to be notified! We recommend ordering your desired outfit right away to avoid missing out.
You can purchase an ELIYA THE LABEL gift card here. Our e-gift cards are valid for 3 years from the date of issue, in accordance with Australian consumer law. Please note that store credits which have been issued as a result of returned merchandise are not considered gift cards. Store credits are valid for 12 months from the date of issue.
Unfortunately we are unable to cancel or make any changes to your order once it has been placed. Our incredible warehouse team pride themselves on being extremely efficient in despatching your order and we strive to get your order out soon after it's placed. Our team will always go above and beyond to ensure your package reaches you as quickly as possible, which is why we are unable to make any changes to an order once its placed. We know you don't want to wait long to receive your package and you shouldn't have to!
To enter a discount or credit note code, copy and paste the code into ‘COUPON/VOUCHER CODE’ box during checkout and hit 'APPLY'. Provided that your order complies with the terms of the offer, the discount will then be taken off your order total. The conditions of the code will show once the code has been applied.
A discount code can also be used in conjunction with a credit note. Simply add both codes at checkout. If you have any difficulty doing so, this can be done manually by one of our friendly customer care staff. Please email our customer care team to arrange this: firstname.lastname@example.org
A pre-order allows customers to place an order for an in-demand style before it is available for delivery. Generally we offer pre-order on extremely popular styles that have sold out and are coming back in stock soon. You will be notified of the expected delivery date when you click the size you wish to order. Full payment is required to secure your pre-order and once your order is placed, it strictly cannot be cancelled or modified. Please ensure you have carefully considered your order and are fully aware of the expected delivery date prior to ordering to avoid disappointment.
Only one of our discount codes can be used per transaction. However, if you have a credit note from a previous order, this can be used in conjunction with a promotional code. Simply enter your Voucher ID and your discount code at checkout and click APPLY. If you experience any difficulty, please contact our customer care team on email for assistance.
Unfortunately we cannot enter codes manually after an order has been placed. We also cannot refund you the difference as no changes can be made to an order once it's been processed. You’ll have to save it for your next order!
Yes, we ship WORLDWIDE! We are an international brand and ship all over the world via DHL Express. Although our head office and despatch facility is based in Melbourne, Australia, we ship daily to all destinations worldwide.
Our goal is to get your package to you as quickly as possible as we understand nobody likes to wait long for a package to arrive! Shipping times vary based on your location and the shipping option you have chosen at checkout. You can view our shipping times via our Shipping Page here. We endeavour to get all orders out within 1 business day, and we will despatch any order placed before 2pm AEST on the same business day, unless its a pre-order style. We do not ship out orders on weekends or public holidays. Please allow extra time for shipping during busy sale periods and COVID affected areas.
For Australian customers, we use Australia Post for all orders and you will have the choice of Standard Delivery or Express Delivery at checkout. You will receive FREE Express Delivery when you spend over $499AUD.
For International customers outside of Australia, we offer DHL Express delivery worldwide. This is a premium delivery service that is not only the quickest worldwide, but is also fully traceable for your convenience.
Once your order has been dispatched, you will receive a confirmation email containing a link that you can use to track the progress of your delivery. Please note that once a package leaves our warehouse, it is in the hands of the third party courier and it is therefore best to direct any enquiry regarding delays or missing packages directly to the courier. We are limited to what the online tracking information provides us and cannot provide you as much information as the courier would be able to directly.
Australian Customers: Track your order via the Australia Post website here.
International Customers: You can track your delivery via the DHL Express website here.
Our shipping timelines are a general guide only and are not a guaranteed delivery timeframe. Unfortunately we do not provide a refund if your package is delayed in transit and doesn't arrive in time. This delay is out of our control once the package leaves our warehouse. For any postage reimbursements you are encouraged to contact DHL or Australia Post directly. We strongly urge customers to place their order in advance to allow for extra transit days in the event there are delays within the DHL or Aus Post delivery network.
We know sometimes things don't turn out how you envisioned or a design is simply not your style once you try it on at home. We aim to make sure our customers always love our products, but if you do need to return an order, we have a returns policy in place for peace of mind. You can read our Returns Policy here for more information.
All returns must be processed through our Online Returns Portal here. Simply enter your order number and the email used when placing your order to get started. Follow the prompts in the Returns Portal and let us know what you would like to return. You will be given the choice to return your package via a courier of your choice or you can request a Return Shipping Label which can be printed online at home for your convenience.
All return shipping costs comes at the customers expense, unless the item is deemed faulty by our team.
You can choose to return your items via a carrier of your choice OR request a Aus Post/DHL Return Label within our Returns Portal. You will be emailed a link to pay for your return label once your return is approved. If you choose to return your package via a courier of your choice, you will be provided our return address once the return request is approved. ELIYA THE LABEL is not liable for the loss of an item which is being returned via your own carrier, therefore we recommend that you securely package and return the item using registered mail with tracking.
We are unable to hold stock for exchanges and we will fulfil your exchange request once the return has reached us and has been processed. If the style you have requested for exchange is unavailable you will be issued with an online store credit which will be valid for 12 months. We unfortunately cannot provide a refund based on insufficient stock to fulfil your exchange request. Please note that exchanges are only available for Australian customers.
If you are an Australian customer, we will send back your requested exchange item once free of charge. Any additional exchanges you require will need to be shipped back to you at your own expense.
For International customers, we do not offer exchanges, therefore once your item is returned to us you will be issued a store credit and you will be required to repurchase the size you desire for the exchange.
Yes. However, we are unable to extend your store credit if the expiry date has already past and your credit is no longer active. If you require an extension to your store credit, please contact customer care at least one month prior to the expiry to request an extension whilst your credit is still active in our system. We do not extend store credits more than once and it will be your responsibility to use your available credit before the expiry date. Any unused balance will not be refunded or credited when the voucher expires.
We take pride in personally packing each and every order, ensuring items are delivered to you in perfect condition. If you believe your item is faulty upon delivery, please notify Customer Care immediately by lodging a Return Request online here or via the Contact Us page.
Faulty items are not automatically eligible for a refund and need to be assessed by our in-house Quality Control team. Once the item has been returned and assessed, our team will determine whether your item will be replaced, repaired, credited or refunded.
We are always looking for highly motivated and enthusiastic individuals to join our growing team. If you are obsessed with fashion, styling and have previous experience in the fashion industry, we would love to hear from you!
Our head office is based in Melbourne, Australia. Please email your Cover Letter and CV to email@example.com