Refund policy

Returns & Refund Policy

Last updated: 6 September 2026

We want you to love your purchase. If something isn’t quite right, please review our Returns & Refund Policy below.

This policy is in addition to, and does not limit, your rights under the Australian Consumer Law (ACL).

Change of Mind Returns

We accept eligible change-of-mind returns within 14 days of delivery.

To be eligible for a change-of-mind return, your item must:

Be unworn, unused and unwashed
Be in its original condition
Have all original tags attached
Be free from makeup, fake tan, deodorant, perfume, pet hair or other marks
Be returned in its original packaging where reasonably possible

We reserve the right to refuse a change-of-mind return if the item does not meet these conditions.

Please contact us through our Contact page or using the customer service details at the bottom of this policy before sending your return.

Do not send a return without contacting us first, as we need to provide you with the appropriate return instructions.

Change of Mind Return Shipping

Customers are responsible for return shipping costs for change-of-mind returns.

Original shipping charges are non-refundable for change-of-mind returns.

We strongly recommend using a tracked shipping service, as we cannot be responsible for return parcels lost or damaged in transit before they are received by us.

Faulty, Damaged or Incorrect Items

Please contact us as soon as reasonably possible if you believe your item is faulty, damaged, defective, significantly different from its description, or if you have received the incorrect item.

Please provide:

Your order number
A description of the issue
Clear photos or videos showing the issue, where reasonably possible

We may need to assess the item before determining the appropriate remedy.

Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.

Where a product has a major failure, you may be entitled to choose between a refund or replacement in accordance with the Australian Consumer Law.

Where a problem is minor, we may provide an appropriate remedy in accordance with the Australian Consumer Law.

If an item is confirmed to have a fault covered by the Australian Consumer Law, we will also reimburse reasonable return shipping costs where required by law.

Items That Cannot Be Returned for Change of Mind

For hygiene and safety reasons, we do not accept change-of-mind returns for:

Underwear or intimate garments
Earrings or pierced jewellery
Swimwear where the hygiene seal has been removed or damaged
Items that have been worn, washed, altered or damaged after delivery
Items with makeup, fake tan, deodorant, perfume, pet hair or other marks
Gift cards

These exclusions apply only to change-of-mind returns and do not exclude any rights you may have under the Australian Consumer Law if an item is faulty or otherwise fails to meet a consumer guarantee.

Sale & Promotional Items

Sale, clearance and promotional items are not eligible for change-of-mind returns unless otherwise stated.

However, your rights under the Australian Consumer Law continue to apply to sale and promotional items where applicable.

Sizing & Fit

Choosing an incorrect size or deciding that you do not like the fit of an item is generally considered a change of mind.

We recommend checking the product description and size guide carefully before placing your order.

Eligible sizing-related returns must meet all requirements listed under our Change of Mind Returns section.

Exchanges

If you would like a different size, colour or style, please contact us.

Exchanges are subject to stock availability.

Where a direct exchange is unavailable, you may be required to return the eligible item and place a new order.

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If your refund is approved, ELORIANE will process the refund to your original payment method within approximately 2–5 business days.

After the refund has been processed by ELORIANE, please allow up to 10 business days for the funds to appear in your account, depending on your bank, card issuer or payment provider.

Shipping charges are not refundable for change-of-mind returns.

This does not affect any refund, reimbursement or other remedy you may be entitled to under the Australian Consumer Law.

Orders Returned to Sender

If an order is returned to us because an incorrect or incomplete delivery address was provided, the parcel was refused, or it was not collected from the carrier, additional shipping charges may apply if you request the order to be resent.

Any refund will be handled in accordance with this policy and your rights under the Australian Consumer Law.

Order Cancellations

If you need to cancel or change your order, please contact us as soon as possible.

We cannot guarantee that an order can be cancelled or changed once processing or fulfilment has commenced.

If the order has already been dispatched, our normal return conditions will apply.

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, if a product fails to meet these guarantees, you may be entitled to a repair, replacement, refund and, in certain circumstances, compensation for reasonably foreseeable loss or damage.

Nothing contained in this Returns & Refund Policy is intended to exclude, restrict or modify any consumer rights or remedies that cannot legally be excluded under Australian law.

If you have any questions about a return, refund, faulty item or your order, please contact us:

ELORIANE
Somerville, Victoria 3912, Australia
Email: Eloriane.support@gmail.com
Phone: +61 405 851 870

Customer Support: Monday–Friday, 9:00am–5:00pm AEST/AEDT

We aim to respond to customer enquiries within 1–2 business days.

Please include your order number and details of your enquiry so we can assist you as quickly as possible.