Frequently Asked Questions


Here at ELCE we ship with a 3PL in Australia and use DHL express to send all International orders.

All orders placed before 11:30am (AEST) Monday-Friday will be shipped that same day. Any orders placed after this time will be dispatched the following business day. During peak times, there may be slight delays, please allow a further 2 days for processing during these times.

When can I expect my order to arrive with me?

If you order is being shipped within Australia we use Australia Post to deliver all orders. Please find expected delivery times below: 

Standard shipping: Please allow 2-5 business days for delivery. 
Express post:Please allow 1-2 business days for express delivery 

International:Please allow 2-5 business days. We offer On Demand Delivery with DHL express. 

For all orders; please note, once your order has been dispatched you will receive an email notification with your tracking details. Here, you can closely follow your delivery.

Will I have to sign for my package once delivered?

National (AUS):

You will receive a text message and can opt for your delivery preference.


We offer on demand delivery with DHL express. You will receive an email/text message once your parcel arrives in your country and can opt to have the signature released, or sent to your local post office.


We only ship to USA, Canada, Mexico, Singapore and the UK.
For all shipping costs, please head to our Shipping page, here.

What happens once I place my order?

Once your order is placed, you will receive a confirmation email from us.

You will then receive a notification once your order has been dispatched with your tracking number. See shipping details above for delivery time frames.

I wrote in the wrong shipping details, how can I change these?

We are unable to edit or cancel an order once it has been placed. Please carefully review your order before confirming. Once dispatched, the shipping address cannot be changed nor cancelled.

I accidentally ordered the wrong size can I please change this?

We are unable to edit or cancel an order once it has been placed. Please carefully review your order before confirming. Once dispatched, the shipping address cannot be changed nor cancelled.

I need to cancel my order, what do I do?

We are unable to edit or cancel an order once it has been placed. Please carefully review your order before confirming. Once dispatched, the shipping address cannot be changed nor cancelled.

I haven’t received my $15 off discount for my first purchase?

If you haven’t received your welcome code, you will need to sign up via our website.

To do so, enter your email in the bottom right hand side in the newsletter section.

After signing up, if you have not received your code, please email and our lovely customer service team will assist.


Promotion '$15 off your first purchase' is valid for all orders over $150

The item I want is out of stock, what do I do?

If an item or size is currently out of stock online, please sign up via our website to ensure you are first notified.

To do so, please go onto the desired products page, choose your sizing preference and enter your email in the field ‘email when available.

Can I get a refund for my order?

Yes! We offer refunds or store credits on all FULL priced items purchased via our online store, minus the shipping and duty/ taxes fees. 

The returned item should be in original condition, unworn, unwashed, with hygiene stickers attached with the original ELCE tags. 

If your items do not meet expectations, or any markings are found, our returns team will be in touch. 

All return claims must be lodged within 7 days of receiving, and you have 30 days to return your items to our warehouse. 

Please note, we strictly do not offer any returns, exchanges or store credits on sale items. These items are FINAL SALE.

How do I make a return on my items?

To lodge your return, please follow the below link or head to our website and click on “Returns”

You should receive an email with the returns address. Follow the prompts and our team will be in touch with you once your return has been approved. 

How do I use my store credit?

Once your return has been received, we will be in touch to issue you with your store credit code. To then use your store credit, please apply the code in the field ‘Gift card or discount code’ and press apply. The amount will then automatically be deducted from your purchase.


No, all sale items are final sale. These cannot be returned for an exchange, store credit or refund.

How long will it take for my return to be processed?

As we work with a 3PL for our returns, please allow up to 4-7 business days for your return to be processed. We process all returns on a Wednesday, and if your return is received after this day, it will then be processed on the following Wednesday. We thank you so much for your patience and understanding.

I have received a faulty item, what do I do?

If you believe you have received a faulty item and/or are disappointed with the product, please complete the form on our returns page and attach a photo of the fault.

If the item is indeed faulty, we will of course process a full refund.

I was sent the wrong item, where to from here?

We are so sorry! Should you have received the wrong item, please email and they will be in touch right away.

Please note, as we ship with a 3PL there may be a slight delay in response time. 
We will take prompt action to ensure this is sufficiently rectified.

Do I have to pay for return shipping?

All customers are liable and responsible for their return fees. We suggest using a service that offers tracking and insurance as we will not be held responsible for any lost packages.

My payment options?

ELCE excepts all major credit cars including Visa, MasterCard and Amex. 
We also offer PayPal payments. 
A Paypal button will display during checkout in which you can manage your account from the PayPal dashboard. 

Afterpay is also available for all Australian customers. Afterpay is an interest free, deferred payment that allows you to shop now, receive now and pay later (via four fortnightly instalments) *Please note, Afterpay are a separate entity to ELCE. Should you have any questions in relation to payments please contact them directly.


We are happy to accept online returns to our store, however we are unable to process refunds. All refunds can only be issued when lodging a return online and returning the goods via our dispatch warehouse for processing. 

FULL PRICED ITEMS -Eligible for an exchange or credit note in store 

EXCHANGES -If the exchange item is of lesser value than the original purchase, we can only refund this money through the form of a credit note

CREDIT NOTE -when issuing a credit note, this can only be used in-store, not online. 

SALE OR PROMOTIONAL ITEMS -Sale items or promotional items with a discount greater than 10% are unable to be returned, as these are final sale. 

All returns must be in their original condition, with tags attached including hygiene seal. We will not accept tampered or worn returns.

All sale item purchases are final and will not be accepted for return.


No, you cannot use your online credit note in store, these are only redeemable online.

What is route package protection? 

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an

agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery.

How do I file a claim with route? 

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here