SHIPPING, RETURNS & TERMS

WE'RE HERE TO HELP

ORDER ISSUES AND QUESTIONS

I'm missing a product from my order, what do I do

Please get in touch with us by either phoning +61291607765, orders@elouraaustralia.com or the fastest way to get in touch is through live chat. Please have your order number and name so that we can look up your order and assist.

What do I do if I receive a faulty item in my order

If you can take photographs of the issue and any additional supporting evidence to show that the product has arrived in unsatisfactory conditions this will help with your claim. It's best to then email us at orders@elouraaustralia.com owith the issue, order number, your name and pictures so that we can attend to the matter as soon as possible.

The fastest way to reach us however is through Live Chat. Click the button on the website or the link here to speak with our Customer Care team immediately and submit a ticket to have your issue raised.

Will you refund the shipping charges on my parcel

Shipping Domestic (Australia)

Should a parcel be returned to ELOURA due to any of the following reasons we will immediately arrange a redelivery:

  • an incorrect, incomplete or insufficient address provided by the recipient

  • the parcel is rejected

A charge of AUD$9.95 will apply and your order will be sent via regular post.

Should you wish to cancel your order and request a refund we will arrange a full refund minus the initial shipping fee.

Should there be no initial shipping fee we will refund your order total minus AUD$9.95 to cover the cost of your parcel being returned to us.

Shipping International

Should a parcel be returned to ELOURA due to any of the following reasons, and a re-delivery requested by the recipient, a fee of AUD$30 will apply:

  1. Multiple unsuccessful delivery attempts

  2. Failure by the recipient to contact the delivery service in their receiving country to arrange a re-delivery

  3. If a parcel remains unclaimed by the recipient

  4. Failure to pay duties/taxes applicable to the receiving country

 

Should a refund be requested due to any of the above reasons for the return, the initial shipping charge will not be refunded.

Other Related Matters

Should there be an issue relating to the shipment of the wrong product, faulty product or other reasons related to the fault being caused of Eloura Australia's side, then a full refund of and shipping costs will be returned.

What currency do you charge in

We now charge in multiple currencies. Our base currency is Australian Dollars. However, please see below for the currencies that payments can be made in now:

  • AUD - Australian Dollars
  • USD - United States Dollars
  • CNY - Chinese Yuan
  • EUR - Euro
  • GBP - Great Britain Pound
  • HKD - Hong Kong Dollars
  • MYR - Malaysian Ringgit
  • NZD - New Zealand Dollar
  • SGD - Singapore Dollar
  • TWD - Taiwan Dollar

 

Please note that payments are processed through Shop Pay for multiple currency transactions.

Australian Dollars (AUD) is the base currency. Therefore, online store prices are automatically converted to the preferred customer's currency.

During the conversion process, prices are rounded to make them more consistent. Converted prices change based on the currency exchange market, but the rounding rules help keep prices stable.

Prices are converted by multiplying the store price by the currency conversion rate, adding the conversion fee, and then applying the rounding rules for that currency.

For more information, please contact our team.

Will I be charged tax

All orders and applicable shipping costs are in Australian Dollars ($ AUD). All international orders are exempt from G.S.T (Australian Goods and Services Tax)

SHIPPING DOMESTIC & INTERNATIONAL

I've selected free Standard Shipping Australia Domestic. How long will it take for my package to arrive

We ship with Australia Post as well as Sendle for standard delivery. Orders are despatched within the following business day from when the order was placed. with the delivery times below:

      • Delivered within 3-5 working days (Metro Areas)

      • Delivered within 5-10 working days (Rest of Australia)

 

*Remember to select Standard domestic shipping at checkout if you would like this option.

I've selected Express Shipping Australia Domestic. How long will it take for my package to arrive

We ship with different express operators to provide you with the best solution at the time you order. Orders are despatched generally within the following business day from when the order was placed. General delivery times are below:

$15.00 flat rate Australia wide

      • Delivered within 2-3 working days (Metro Areas)

      • Delivered within 4 working days (Rest of Australia)

 

*Remember to select Express domestic shipping at checkout if you would like this option.

I'm Shipping Internationally. How long will it take for my package to arrive

We work with 12 couriers internationally now to ensure we deliver on cargo planes during Covid-19. Orders are despatched within the following business day from when the order was placed. General delivery times are below:

We constantly update our rates weekly according to the current global situation. If in doubt please speak with one of our friendly livechat team who are able to assist.

Rates and delivery timeframes as of 30th April 2020 - All flat rates below

            • Asia 1 - $33 AUD Singapore, Tawaian, Malaysia, China - 5 - 10 Working Days
        • Asia 2 - $45 AUD Japan and South Korea - 3 - 10 Working Days
        • NEW ZEALAND - $20 AUD flat rate for all orders. 5 - 10 Working Days
        • France - $49 AUD - 5 - 10 working Days
        • Maldives $38 AUD - 4 - 8 Working Days
        • North America - $46 AUD Canada, USA - 3 - 7 Working Days

 

Customs Fees

International delivery costs do not include any taxes or duties applied by the destination country. These additional charges (if applicable) are the sole responsibility of the delivery recipient. It is advised to contact your local customs office for any information on what these charges may be.

Please note that in accordance with Australia Post, we are required to declare the exact value and status of each parcel. We are also prohibited by law from identifying an order as a gift for export purposes.

If you decline to pay the applicable taxes and duties and your order is returned, initial shipping costs will not be refunded. If you have any questions about this, please speak to out agents on Live Chat or phone us at +61291607765

Delivery of International Orders

A signature is required for international deliveries and it is the sole responsibility of the receiver to provide an address where someone will be available to receive and sign for the parcel. Please note that international couriers will NOT leave a parcel unattended. Should a parcel be returned to ELOURA due to any of the following reasons, and a re-delivery requested by the recipient, a fee of AUD$30 will apply:

  1. Multiple unsuccessful delivery attempts

  2. Failure by the recipient to contact the delivery service in their receiving country to arrange a re-delivery

  3. If a parcel remains unclaimed by the recipient

  4. Failure to pay duties/taxes applicable to the receiving country

Should a refund be requested due to any of the above reasons for the return, the initial shipping charge will not be refunded.

Tracking details are forwarded to the email address provided at time of ordering (be sure to check your junk/spam folder). It is the responsibility of the recipient to monitor the tracking of the parcel. Please contact our team at +61 2 916 07765 should you require further details regarding your order or its delivery, or via orders@elouraaustralia.com, or via Live Chat on our website.

RETURNS AND EXCHANGES

What is your return policy

We want you to be completely satisfied with your order but if for some reason you are not, you have up to 14 days from the date of purchase to return your product, subject to the below:

Only items purchased on the ELOURA website can be returned to elouraaustralia.com for a refund or exchange. Unfortunately, we are unable to accept items purchased from a retail partner. Please contact that retailer directly, if you are dissatisfied with any ELOURA item you have purchased from them.

If you haven’t used the product, we’ll exchange it or issue a refund using the same method of payment as your initial purchase. The returned item must be unopened and in its original, saleable condition. The shipping and additional postage charges are the responsibility of the returning agent.

If you’ve used less than 10% of the product, we’ll offer a product exchange. If you’ve used more than 10% of the product there will be no refund or exchange for this item.

We do not exchange or refund gift vouchers or promotional items.

Please send all returns after calling us and providing you with the appropriate address.

If you have received an incorrect order please contact us on +61 29160 7765 or at orders@elouraaustralia.com or through Live Chat, as soon as you can with your order number and details of the incorrect or damaged product.

When can I expect my refund

After a final review has been agreed to on a refund, this will be issued within 24-48 hours from our team at Eloura Australia.

We cannot state how long it will take to be received back into your account as each payment platform a customer may use has different policies and timeframes to receive a refund once that has been sent from our team. However, if there are substantial delays, please contact our team to help assist from our side.

TERMS

Third party websites

You may link to our home page provided your links do not damage our reputation or take advantage of it, and you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link from any website that is not owned by you.

Our website must not be framed on any other site. Our site must not be utilised by third party web crawlers (or similar) in order to scrape content from our site for any purpose. We reserve the right to withdraw linking permission without notice.

Viruses and Hacking

You must not misuse our website by knowingly introducing viruses, trojans or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our website, the server on which our website is stored or any server, computer or database connected to our website.

Whilst we do our best to ensure that our website is virus-free, you acknowledge that the Internet and e-commerce facilities may attract unknown contingencies out of our control. Accordingly, we will not be liable for any loss or damage caused by a virus, system failures or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our website or to your downloading of any material posted on it, or on any website linked to it. We always recommend all Internet users ensure they have up to date virus checking software installed.

STILL HAVE ANY QUESTIONS?