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Returns Policy

We hope you love your order once it arrives, but if you change your mind for any reason, you are welcome to return it within 7 days of the delivery date for a refund, exchange or store credit subject to the Returns Criteria outlined below.

 

For your return to be accepted, all items must be:

  • Unworn, unaltered and in original condition
  • Have all tags still attached, with all accessories and packaging included in the parcel
  • Initiated for return via our Return Portal and returned within 7 days of delivery.

FULL PRICED STYLES

  • Full-priced items are eligible for a refund, exchange or store credit.
  • International full-price returns are valid for a refund or store credit only (no exchanges).
  • Full priced items purchased using our $20 AUD sign up discount code are eligible for a refund, exchange or store credit.
  • Full-priced items purchased with a promotional discount code (ie; 20% off storewide) are eligible for an exchange or store credit only.
  • Refunds must be credited to the original form of payment.
  • Store credits are valid for 12 months from the date of issue.

    SALE STYLES

    • Sale items are eligible for an exchange or store credit only, unless marked "Outlet and/or Final Sale"
    • International sale returns (outside of Australia) are valid for a store credit only.
    • Sale items purchased with a promotional code that further discounts the order (ie; Further 20% off Sale) are considered final sale and non-returnable.
    • Store credits are valid for 12 months from the date of issue.
    • Faulty Sale items will be replaced with a new piece in the same style and size.

    OUTLET STYLES

    • Styles marked as 'Outlet/Final Sale' are considered final sale and non-returnable unless faulty. Non returnable means no exchanges, no store credits and no refunds.
    • Styles that are 'Outlet/Final Sale' will be clearly labelled and require you to acknowledge the Final Sale terms & conditions checkbox prior to adding to cart.
    • Faulty Outlet Sale items will be replaced with a new piece in the same style and size.
    • Please contact our team within 48 hours of delivery if you believe you have received a faulty Outlet item.
     

    BLACK FRIDAY RETURNS

    • Items purchased from our Black Friday Sale are considered final sale.
    • Full priced items purchased with the BLACKFRI30 discount code (30% off) are eligible for a store credit or exchange (Australian customers) within 7 days of delivery.
    • Items purchased at full price from our website (ie; no discount code or markdown) are eligible for a refund, store credit or exchange during the sale.

    Please view our full Black Friday Terms & Conditions here prior to checkout to ensure you are happy with the terms of sale.

      VISIT OUR RETURN PORTAL HERE

      • All returns must be initiated via our Return Portal.
      • Returns that have not be registered in the portal will be rejected and returned to sender.
      • Your return must be initiated and returned to us within 7 days of delivery.

       

      RETURN SHIPPING

      • Customers are responsible for all return shipping costs, unless the item is deemed faulty by our returns team.
      • In the event that you have received a faulty item, our returns team will provide you with a complimentary return label in order for your item to be returned to us for quality inspection.
      • If your item is not found to be faulty or you have incorrectly chosen 'Faulty Item' in the returns portal, the cost for the return label will be deducted from your refund/store credit.
      RETURN SHIPPING - WITHIN AUSTRALIA
      • You can request an Australia Post Returns Label in our Returns Portal or send your order back to us via a courier of your choice.
      • An ELIYA THE LABEL returns label costs a flat rate of $10 AUD.
      • If you need to change your size, we recommend choosing 'exchange', as we offer complimentary shipping on your exchange order.
      RETURN SHIPPING - INTERNATIONAL CUSTOMERS
      • Return shipping costs and any reverse duties are the responsibility of the customer.
      • Most international orders can be returned using our DHL Return Label. If eligible, you will be given the option in our Returns Portal (cost varies based on your location). In some instances, you can choose to purchase our return label or ship your order back via a courier of your choice.
      COST OF RETURN LABEL PER DESTINATION:

      Return label costs vary based on your location, the value of the items being returned, the number of items, and whether item insurance is necessary. While most international returns are charged a flat fee, certain conditions may lead to different return fees (e.g., returning a large number of items or high-value items).

      Our standard international return rates are as follows:

      • United States: $50 USD
      • United Kingdom & Ireland: £40
      • Canada: 65 CAD
      • Europe: €50
      • Middle East: $50 USD
      • Asia: $50 AUD
      • Rest of the World: $70 AUD

      HIGH-VALUE RETURNS
      If you are not given the option to purchase a DHL Return Label through our Returns Portal, it may be because your return exceeds our order value threshold and/or involves too many items. In such cases, Eliya The Label will contact you to provide a Return Label based on the specific number of items being returned. This is to ensure the correct customs paperwork and relevant insurance are applied, guaranteeing safe return.

      COURIER RETURNS
      If you were given the option to return your order via a courier of your choice, you are responsible for ensuring that it is securely returned to us using registered mail with tracking and within an acceptable timeframe. Be sure to include your mobile contact details on the return shipping paperwork, mark the shipment as "Return Merchandise/No Commercial Value," and ensure that all shipping fees, duties, and taxes are fully paid by you. Eliya The Label will not be held responsible for any packages that go missing or unsuccessfully returned to us when a customer has sent a return back via their own courier.

      MULTIPLE ORDERS
      If you are returning multiple orders, each order must be initiated separately, and individual return labels must be generated. Combining returns from different orders is not accepted and will result in inaccurate customs paperwork, leading to the rejection of your package by customs and your package being returned to you.

      Eliya The Label reserves the right to charge for any additional shipping label fees, duties, taxes, or customs processing fees related to your return.

       

      FAULTY RETURN POLICY

      • If you have received a faulty item, you must initiate a faulty return request immediately via our Returns Portal here
      • We will provide you with a complimentary return label for a faulty item you have received.
      • Faulty items that were purchased full-priced items can be returned for an exchange, store credit or refund.
      • Faulty Sale or Outlet items will be replaced with a brand new piece in the same style and size.
      • We reserve the right to charge you for the return shipping fee if you have incorrectly submitted a faulty item request for a non-faulty item.
      ONCE TAGS ARE REMOVED
      • We take immense pride in ensuring that we deliver items to you in a perfect and flawless condition. Therefore once tags are removed, you are responsible for caring and storing your ELIYA THE LABEL garments correctly. If you would like to purchase one of our protective garment bags, please contact our team.
      • Care must be taken with all ELIYA THE LABEL garments to sustain their original quality. Jewellery, sharp objects and rough surfaces could damage the delicate fabrics used in our garments and cause pilling.
      • For faults that have developed soon after an item has been worn for the first time, you may be eligible for a complimentary repair by Eliya The Label (subject to our discretion). Please contact our team to check whether you are eligible. 
      • Any items which have been misused, damaged, mistreated or roughly handled by the customer are not eligible for refund or repair once tags have been removed.
      CLEANING FAULTS
      • Each garment has a care label attached which provides the correct cleaning instructions. When followed correctly, a garments original quality should be sustained.
      • When in doubt, our garments are best hand-washed or spot cleaned due to their intricate nature.
      • Eliya The Label will not be held liable for any damage which has been caused to your garment by a third-party dry-cleaning company. We recommend using a highly reputable dry cleaner that specialises in bridal and evening-wear only.
      DRESS HIRE FAULTS
      • Please note our regular returns policy does not apply for dress hire businesses.
      • Any such businesses placing orders agree that they waive their right to return / credit / refund / exchange / repair or remedy in any circumstance.

       

      DUTIES AND TAXES

      • We do not refund or credit any duties and taxes you may have paid upon delivery of your order, irrespective of whether or not you intend on keeping or returning your purchase.
      • Duties and taxes are collected by DHL as a requirement in certain countries based on individual import/export laws. They are not collected by ELIYA THE LABEL and are therefore non-refundable by our team.
      UK CUSTOMERS
      • If you are based in the UK and your item is eligible for a return, you must firstly registered your return via our Return Portal. Once your return is approved and on its way back to us, you can apply to have your customs duties and VAT refunded through our partner service Duty Refunds here
      REST OF THE WORLD
      • We recommend contacting a DHL facility closest to you to request whether you are able to apply a "Duty Drawback/Refund" on returned items.