SHIPPING, RETURNS & TERMs
WE'RE HERE TO HELP
Domestic delivery in australia
Eloura ships most of the time with Australia Post. However, during the current uncertain times that impact deliveries to our customers at short notice, we also have accounts with DHL, Sendle and Fastway to ensure that we provide uninterrupted service as best we can.
Orders are despatched within the following business day from when the order was placed.
Orders $60 and over - Free
Orders under $60 AUD - $9.95
Estimated Delivery Times
Metro Regions - 2-5 working days
Regional and rest of Australia - 3 -10 working days
*Free Shipping is sent via standard shipping means
Express is shipped via Express Post or DHL in Australia depending on what the best solution is at the time of order and location. Eloura also works with other carriers in case of any changes that may impact deliveries. This prevents your delivery being delayed and making sure that you receive the service that's expected. Orders are despatched generally within the following business day from when the order was placed.
$15.00 flat rate Australia wide
Estimated Delivery Times
Metro Regions - 2-3 working days
Regional - up to 4 working days
*Remember to select Express domestic shipping at checkout if you would like this option.
INTERNATIONAL ORDERS and Delivery TIme
Eloura works with 12 couriers internationally. This was implemented back in march 2020 to allow our customers the best solutions for delivering goods. Facing challenges to the global pandemic, this allows our system to integrate and work out the best and most optimal carrier to facilitate our overseas orders so that they reach their destination in the estimated lead times below.
Orders are despatched within the following business day from when the order was placed. General delivery times are below:
Estimated Delivery Time
3 - 10 Working Days for all areas.
95% of our orders this year have arrived overseas within this timeframe with the 12 couriers we use. On the rare occasion that an order is delayed longer than this, you will be notified and be provided with a discount for future use. In addition, you will be sent tracking details that will continue to monitor and update your order. Our team will always get in touch and notify you should there be any issues.
Please feel free to reach and speak with our team about your order at any time via email@example.com, + 61 2 9160 7765 or by speaking with one of our live agents.
Zone 1 - Hong Kong and New Zealand
Orders $150 AUD and over - Free
Orders under $150 AUD - $22 AUD
Zone 1B - Taiwan
Orders $189 AUD and over - Free
Orders under $189 AUD - $34 AUD
Zone 2 - Canada, United States, Japan, Malaysia, Singapore, South Korea, United Kingdom
Orders $225 AUD and over - Free
Orders under $225 AUD - $46 AUD
Zone 3 - France
Orders $400 AUD and over - Free
Orders under $400 AUD - $70 AUD
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 or speak with our team and we can advise whether or not the country you are ordering from charges duty and taxes upon import.
Please note that in accordance with all our couriers, 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 our team.
A signature used to be required for international deliveries. However, with different policies in place per country with the handling of the global pandemic there are measures in place for social distancing. Therefore some orders may be delivered and dropped off at the specified address without signature and will advise this.
Should there be any issues in relation to your delivery being dropped off without signature, please contact the relevant courier shipping your order for more information. In most circumstances it is the sole responsibility of the receiver to provide an address where someone will be available to receive and sign for the parcel, but with new procedures in place we understand this may sometimes not be possible. Please contact our team so that we can help you through any queries relating to this or problems with your delivery.
PARCEL RETURNS & RE-DELIVERY
Should a parcel be returned to ELOURA due to any of the following reasons, and a re-delivery is requested by the recipient, a fee of AUD$30 will apply:
• Multiple unsuccessful delivery attempts.
• Failure by the recipient to contact the delivery service in their receiving country to arrange a re-delivery.
• If a parcel remains unclaimed by the recipient.
• 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 sent once the order is despatched. Notification will be via what option is chosen when your order is placed. This is either via SMS, the SHOP APP or 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 should you require further details regarding your order or its delivery.
REFUNDS AND EXCHANGES
REFUNDS & EXCHANGE 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 AUSTRALIA 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 AUSTRALIA 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.
Order is incorrect.
We do not exchange or refund gift vouchers or promotional items.
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.
Please get in touch with our team as soon as possible to discuss the matter so can act swiftly.
Currency and tax
We now charge in multiple currencies based on your geo location. Should you be in a region outside of a country that does not trade in one of the below currencies, then it will default to Australian Dollars.
AUD - Australian Dollars
USD - United States Dollars
EUR - Euro
GBP - Great Britain Pound
HKD - Hong Kong Dollars
MYR - Malaysian Ringgit
NZD - New Zealand Dollar
SGD - Singapore Dollar
TWD - Taiwan Dollar
CAD - Canadian Dollar
If your country is not available for shipping, please speak with our team and see if we can find a solution. We are always opening up to more places internationally.
Payment facilities and tax
Payments are processed either through Shop Pay (Shopify Pay), Paypal, Paypal Express, Apple Pay, Google Pay, Visa, Mastercard, Amex, Debit and Credit Cards.
After Pay & Klarna is also available to residents of Australia and New Zealand and accepts Visa and Master Card credit and debit cards issued from either country. Should you have more information regarding After Pay please visit their terms of service page and click here for more info or click here for Klarna's terms of service.
Australia - All orders and applicable shipping costs are inclusive of the 10% nationwide Australian G.S.T. (Australian Goods and Services Tax)
international - All orders are exempt from G.S.T (Australian Goods and Services Tax). However, some country's charge an import duty and tax upon reaching customs. Please check with the relevant authorities and see if and what the rates and charges will be. Customer is required to pay any of the mentioned fees. You may also speak with our team and we can try to provide you with an estimation and info on whether your country may charge fees or not. Generally this can only be an estimation.
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.
Malachite 27, ABN (80114881717) is the owning company of the brand Eloura Australia, trademark and IP. Please contact us for more information.