Frequently Asked Questions

• 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 available.
• You can change the website currency at the bottom of our website footer if you prefer to shop in a particular currency.
• 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.

• Duties and taxes are included in our prices for customers in the following regions:

- Australia

- United Kingdom

- Ireland

- Canada

- United States

- United Arab Emirates

- Saudi Arabia

Unfortunately, duties and taxes are not included in our prices for any other region. Please consider the potential import taxes applicable in your region, as these will payable to DHL directly during the delivery process.

• 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 and to minimise our impact on the environment. We recommend ordering your desired outfit right away to avoid missing out.
• You can subscribe to be notified of a size restock on a sold out product and you will receive a SMS or email immediately if your size becomes available.
• Please note we do not restock sale items however may receive a size back via customer return, which will then be made available online so we recommend subscribing to be notified.

• 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.
• 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 many of our fabrications are non-stretch.

• We are an online-based fashion brand, however we are stocked in over 50+ 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

• You can purchase an ELIYA THE LABEL gift card here.
• We offer both physical and digital gift cards.
• Our 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 dedicated warehouse team go above and beyond to ensure your package is dispatched as quickly as possible, often meaning that your order is picked and packed moments after it comes through.
• Please ensure you double check you order details and are completely satisfied with your purchase before you submit it.

• 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 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.
• Our regular return policy applies for styles purchased on pre-order.

• 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, please email our customer care team to arrange this: info@eliyathelabel.com.au

• Only one of our discount codes can be used per transaction.
• If you have a store credit issued 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 a discount code manually after an order has been placed.
• We also are unable to refund you the difference as no changes can be made to an order once it's been processed.
• Please ensure you apply your discount code correctly at checkout to avoid disappointment.
• If the offer isn't a flash sale, we suggest saving the discount code for your next order!

• Yes, we ship WORLDWIDE.
• We use DHL Express internationally.
• We offer same day dispatch* on all orders placed before 2pm AEST Monday-Friday.
• Our head office and despatch facility is based in Melbourne, Australia
• We offer same-day delivery within Melbourne metro.
• View our shipping and delivery times here

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.

• Shipping costs vary depending on your location.
• View our Shipping Page here for more information.

• We offer same day dispatch* on all orders placed before 2pm AEST, unless its a pre-order style.
• Shipping times vary based on your location and the shipping option you have selected at checkout.
• We do not ship out orders on weekends or public holidays.
• Please allow extra time for shipping during busy sale periods.
• You can view our shipping times via our Shipping Page here.

AUSTRALIAN CUSTOMERS

• We use Australia Post on all orders within Australia. You will have the choice between Standard or Express Delivery at checkout.
• We use Startrack Courier for same-day delivery within Melbourne metro.

INTERNATIONAL CUSTOMERS

• For customers outside of Australia, we use DHL Express worldwide. This is a premium delivery service that is not only the quickest worldwide, but is also fully traceable for your convenience.

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 offer flexible returns so you can shop with confidence. You may return full priced items within 7 days of delivery for a refund, exchange or store credit.
• Sale items can be returned for an exchange or store credit, unless marked Final Sale/Outlet.
• 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.

• All return shipping costs comes at the customers expense, unless the item is deemed faulty by our returns 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.
• Please note that exchanges are only available for Australian customers.

• If you are an Australian customer, we will send 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. If you would like to exchange your order, you are required place a new order for the size/style you require once your store credit or refund has been processed.

• 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 are unable to extend your store credit if the expiry date has already past and your credit is no longer active.
• 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.
• When you return an order that was paid via store credit, you do not receive a new store credit with an additional 12 months. Funds are reinstated back onto your original store credit and as a result, the original store credit ID and expiry date will apply.

Yes, however this is dependant on whether your order is eligible for a return. If your order is eligible and you paid via a store credit, the following terms and conditions apply to your return:

1. If you return an order which was paid via an existing store credit, the balance paid will be reinstated onto the original store credit, and therefore your original expiry date will apply. You will not receive a new credit with an additional 12 months applied.

2. If you are returning an order which was paid partially via exisiting store credit and made up the balance, the balance which was paid via store credit will be reinstated onto the original store credit and the additional amount paid on your order can either be refunded to you or issued as a new store credit (per your return eligibility).

3. If you are returning an order which was paid for via a store credit which has expired during the time in which your order was delivered to you and/or returned to us, you will be issued with a temporary store credit that will allow you to exchange for something else within a 30-day grace period. We strictly do not offer extensions or further flexibility and customers are responsible in ensuring they use their balance within this 30 day period.

• We take pride in carefully packing each and every order, ensuring items are delivered to you in perfect condition. If you believe you have recieved a faulty full price or sale item, please initiate a faulty-item return immediately via our Return Portal here
• If you have received a faulty Outlet item, please email our team on info@eliyathelabel.com.au to organise a replacement. We do not refund faulty Outlet items, and will instead replace the item for you.

• Under no circumstances are we able to offer a refund on a past order or for an existing store credit you have with us.
• You remain bound to the returns policy and terms and conditions in place at the time in which your order was placed.
• We are unable to honour an expired or unused store credit.

Please use our Contact Form or the Live Chat feature in the bottom right of your screen. Our friendly customer service team will be more than happy to assist you with your enquiry within our business hours Monday to Friday (8am-4:30pm AEST).

• If you are obsessed with ELIYA THE LABEL and would love to work with us, we'd love to hear from you!
• Our head office is based in Melbourne, Australia. 
• Please email your Cover Letter and Resume to careers@eliyathelabel.com.au