Terms of service

Last updated: 6 September 2026

Welcome to Eloriane.

These Terms of Service (“Terms”) govern your use of our website and any purchase made through our online store.

Throughout these Terms, “we”, “us” and “our” refer to ELORIANE. “You” and “your” refer to any person accessing our website or purchasing products from us.

By accessing our website, browsing our store, or placing an order, you agree to these Terms.

These Terms operate alongside our Privacy Policy, Shipping Policy and Returns & Refund Policy.

Nothing in these Terms excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL) or any other rights that cannot lawfully be excluded.

1. Online Store

Our online store is hosted using Shopify, which provides the e-commerce platform that allows us to offer our products to you.

ELORIANE is responsible for products sold through our store and for handling customer service enquiries relating to those purchases.

2. Eligibility

By using our website or placing an order, you confirm that you are legally capable of entering into the transaction.

If you are under 18, you should use this website and make purchases with the involvement or permission of a parent or legal guardian.

3. Products

We make reasonable efforts to display and describe our products accurately, including product:

  • Colours
  • Materials
  • Features
  • Sizing
  • Measurements
  • Images
  • Descriptions

However, colours and appearance may vary slightly depending on your device, screen settings, lighting and photography.

Product images are intended to represent the product as accurately as reasonably possible.

Nothing in this section limits your rights if a product is materially different from its description or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

4. Product Availability

All products are subject to availability.

Adding an item to your cart does not reserve the product.

Occasionally, an item may become unavailable after an order is placed.

If we are unable to supply an item you have purchased, we will contact you and provide an appropriate solution, which may include a full refund for the unavailable item.

We will not substitute a different product without your agreement.

5. Pricing

Unless otherwise stated, prices displayed on our Australian website are in Australian Dollars (AUD).

Prices will include applicable taxes where required by Australian law.

Any additional shipping costs or other applicable charges will be clearly displayed or calculated before you complete your purchase where those costs can reasonably be determined at that time.

We make reasonable efforts to ensure all prices displayed on our website are accurate.

If a pricing or technical error occurs, we will handle the matter in accordance with applicable Australian law.

6. Orders

When you place an order, you are making an offer to purchase the selected products.

You will normally receive an automated order confirmation after placing your order. This confirms that we have received your order.

We may decline or cancel an order before fulfilment where there is a legitimate reason to do so, including:

  • The product becoming unavailable
  • Payment not being successfully authorised
  • Suspected fraudulent or unauthorised activity
  • An obvious website or technical error
  • An incorrect or incomplete delivery address that prevents fulfilment

If we cancel an order after payment has been received, we will refund the amount paid for the cancelled product or order.

Nothing in this section limits your rights under the Australian Consumer Law.

7. Order Information

You are responsible for providing accurate and complete information when placing your order, including your:

  • Name
  • Email address
  • Delivery address
  • Billing information
  • Contact information

Please review your information carefully before completing your purchase.

If you notice an error after placing your order, please contact us as soon as possible.

We cannot guarantee that an address or order can be changed after it has been processed or dispatched.

8. Payments

Payment must be made using one of the payment methods available at checkout.

Payment information may be processed by third-party payment providers.

We do not necessarily receive or store your complete payment card details.

Your use of a third-party payment provider may also be subject to that provider’s terms and privacy practices.

9. Fraud Prevention

We may take reasonable steps to verify transactions and protect our customers and business from suspected fraud or unauthorised payments.

Where reasonably necessary, an order may be temporarily held while payment or order information is verified.

We reserve the right to decline a transaction where we reasonably suspect fraudulent or unlawful activity.

10. Shipping & Delivery

We currently ship to eligible addresses throughout Australia.

Orders are generally processed within approximately 1–3 business days, excluding Victorian and Australian public holidays.

Standard delivery is generally estimated at approximately 3–8 business days after dispatch, depending on the delivery location, carrier and current delivery conditions.

Including processing time, most orders are expected to arrive within approximately 4–11 business days from the date the order is placed.

Delivery timeframes are estimates unless expressly stated otherwise.

Delays may occasionally occur due to circumstances outside our reasonable control, including:

  • Carrier disruptions
  • Severe weather
  • Public holidays
  • High-volume shopping periods
  • Transport disruptions
  • Remote or regional delivery locations

ELORIANE offers free standard shipping on Australian orders of AUD $100 or more.

Orders below AUD $100 will be charged the applicable shipping rate displayed at checkout.

Available shipping options and applicable charges will be displayed at checkout before your purchase is completed.

Nothing in these Terms removes any rights you may have where products are not supplied within an agreed time or, where no time was agreed, within a reasonable time as required by applicable law.

Please refer to our Shipping Policy for further information.

11. Returns, Exchanges & Refunds

Returns, exchanges and refunds are handled in accordance with our Returns & Refund Policy.

We accept eligible change-of-mind returns within 14 days of delivery, subject to the conditions set out in our Returns & Refund Policy.

Your rights under the Australian Consumer Law are separate from our change-of-mind policy and cannot be excluded or restricted by these Terms.

If a product has a major failure under the Australian Consumer Law, you may be entitled to choose between a refund or replacement.

Other remedies may apply depending on the circumstances.

12. Faulty, Damaged or Incorrect Products

If you receive a product that you believe is faulty, damaged, defective, significantly different from its description or not the product you ordered, please contact us as soon as reasonably possible.

We may request photos, videos or other reasonable information to help assess the issue.

Any remedy will be provided in accordance with the Australian Consumer Law where applicable.

13. Promotions & Discount Codes

From time to time, we may offer discount codes, promotional offers or special pricing.

Unless otherwise stated:

  • Only one discount code may be used per order
  • Discount codes cannot be exchanged for cash
  • Discount codes must be used before their expiry date
  • Promotional offers may apply only to selected products
  • Minimum spend requirements may apply
  • Discount codes must be entered at checkout before payment is completed

Any additional conditions applying to a particular promotion will be clearly communicated with that promotion.

We may cancel or refuse the use of a promotional code where it has been obtained or used fraudulently, unlawfully or contrary to the stated promotional conditions.

14. Website Accuracy

We aim to keep information on our website current and accurate.

However, occasional typographical, technical or administrative errors may occur.

Where an error affects an order or purchase, we will take reasonable steps to correct the error and handle the matter fairly and in accordance with applicable Australian law.

15. Prohibited Uses

You must not use our website:

  • For unlawful or fraudulent purposes
  • To violate any applicable law or regulation
  • To infringe our intellectual property rights or the rights of another person
  • To transmit malicious software, viruses or harmful code
  • To interfere with the security or operation of our website
  • To attempt unauthorised access to our website, systems or accounts
  • To collect or misuse another person’s personal information
  • To engage in abusive, threatening or harassing conduct
  • To use automated systems to disrupt or place an unreasonable load on our website

We may restrict access to the website where reasonably necessary to protect our website, customers or business from unlawful, fraudulent or harmful activity.

16. Intellectual Property

Unless otherwise stated, content appearing on our website, including:

  • ELORIANE branding
  • Logos
  • Product photography
  • Graphics
  • Text
  • Product descriptions
  • Website design
  • Videos
  • Marketing materials

is owned by or licensed to ELORIANE and is protected by applicable intellectual property laws.

You may use the website for personal, non-commercial purposes.

You must not reproduce, distribute, modify, commercially exploit or use our protected content without permission, except where permitted by law.

17. Third-Party Links

Our website may contain links to websites or services operated by third parties.

We are not responsible for the content, security, availability or privacy practices of independent third-party websites.

Accessing a third-party website is at your discretion and may be subject to that third party’s own terms.

This section does not limit any responsibility that cannot legally be excluded.

18. Social Media & User Content

If you submit, tag, send or otherwise provide us with photographs, reviews, comments or other content, you confirm that you have the right to provide that content.

We will not use customer-created content for marketing in a way that requires permission without obtaining the appropriate permission.

Reviews must reflect genuine experiences and must not contain unlawful, abusive, defamatory or fraudulent content.

19. Privacy

Your privacy is important to us.

Personal information collected through our website will be handled in accordance with our Privacy Policy and applicable Australian privacy laws where they apply.

Please review our Privacy Policy for more information about how we collect, use, store and disclose personal information.

20. Website Availability

We aim to keep our website available and functioning properly.

However, we cannot guarantee that the website will always be uninterrupted or error-free.

We may temporarily suspend access for maintenance, security, technical issues or circumstances outside our reasonable control.

21. Liability

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law or any other applicable law that cannot lawfully be excluded, restricted or modified.

To the maximum extent permitted by law, we are not responsible for losses resulting solely from:

  • Unauthorised or unlawful use of our website
  • A customer’s failure to follow product care instructions
  • Damage caused by misuse of a product
  • Events outside our reasonable control

This section does not limit liability where doing so would be unlawful.

22. Your Responsibility

You agree to use products for their intended purpose and to follow any care, washing, safety or usage instructions provided with the product.

Normal wear and tear, accidental damage or damage caused by misuse may not constitute a product fault.

This does not affect your rights under the Australian Consumer Law.

23. Changes to These Terms

We may update these Terms from time to time to reflect changes to our business, website, services or legal obligations.

Any updated Terms will be published on this page with an updated “Last updated” date.

Changes will apply prospectively and will not remove rights you already have in relation to an existing purchase.

24. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be interpreted or removed only to the extent necessary.

The remaining provisions will continue to apply.

25. No Waiver of Consumer Rights

Nothing contained in these Terms should be interpreted as excluding or limiting rights or remedies that cannot legally be excluded under Australian law.

If there is any inconsistency between these Terms and a mandatory right under the Australian Consumer Law, the mandatory consumer right will prevail.

26. Governing Law

These Terms are governed by the laws of Australia and, where applicable, the laws of Victoria.

Nothing in this section prevents a consumer from exercising any mandatory rights available under the laws applicable to them.

27. Disputes

If you have an issue with an order or our service, please contact us first so we have an opportunity to review and resolve the matter.

Nothing in these Terms prevents you from contacting the ACCC, your relevant state or territory consumer protection agency, or exercising any other legal rights available to you.

28. Contact

If you have any questions regarding these Terms, an order, our products or our services, 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 where your enquiry relates to an existing order.