Shipping & Returns

 

Shipping Domestic (Australia)

STANDARD SHIPPING AUSTRALIA WIDE

* $5 Australia wide

* $9.95 flat rate for all orders under $80

      • Delivered within 5 working days (Metro Areas)

      • Delivered within 7-10 working days (Rest of Australia)

      • Select Standard Shipping at checkout

EXPRESS SHIPPING VIA DHL (Only available during select times)

$15.00 flat rate Australia wide

      • Delivered within 3 working days (Metro Areas)

      • Delivered within 4 working days (Rest of Australia)

      • Select Express Shipping at checkout

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

ELOURA is proud to offer international delivery to our overseas customers via DHL EXPRESS in the below regions. **Orders are dispatched within 1-2 business days once an order confirmation is received.

      • NEW ZEALAND: $30 AUD flat rate for all orders. Please allow 5 – 7 working days for delivery. **

      • ASIA & PACIFIC: $39 AUD flat rate for all orders. Please allow 6 – 10 working days for delivery. **

      • NORTH AMERICA: $39 AUD flat rate for all orders. Please allow 6 – 10 working days for delivery. **

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 DHL, 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.

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 messenger on our website.

Currency

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)

Returns

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 to the below address:

PO BOX 3134 Kiama Downs NSW AUSTRALIA

If you have received an incorrect order please contact us on +61 29160 7765 or at orders@elouraaustralia.com or via messenger (grey icon on the site and proferred method), as soon as you can with your order number and details of the incorrect or damaged product.