Return Policy

If you have received incorrect items or the items you received are defective, please send an email to info@eleganza-melbourne.com to discuss this further.

If you are not satisfied with the goods received, you can return them to us within 14 days of receipt, provided they are in their original and saleable condition.

Once returned, you are entitled to a full refund, excluding the cost of return shipping. We cannot refund or exchange items that appear to have been used or opened, or are not in their original condition.

Requesting a return

  • Please request, print, and complete the returns form if you haven't already done so. You can send an email to info@eleganza-melbourne.com and we will facilitate the correct return address.
  • After approval, ensure that your return shipment is securely packaged and meets all the conditions listed below.
  • Clearly mark 'Returns' on the outer packaging of your parcel.
  • Use an insured tracking service to ensure the safe arrival of your parcel to us.
  • Send a follow-up email with your tracking information to info@eleganza-melbourne.com.

Return Terms and Guidelines

  • All returned items must be unused, unopened, and in their original plastic packaging. We are not responsible for the cost of returning the items.
  • Ensure all returned items are securely packaged to prevent damage during transit.
  • Ensure all return packages are sent using a traceable, insured service as we cannot take responsibility for items damaged or lost during return transit.
  • Ensure the return form is approved - failure to do so may result in your return not being processed.

  • Products such as underwear, lingerie, pantyhose and care products do not fall under Eleganza Melbourne's return policy due to hygiene reasons. These products cannot therefore be returned and will not be processed.

Cancellation

  • Cancel Time (within 6 hours after purchase placed) once an order has been shipped, we regret to inform you that we are unable to accommodate cancellation requests.

Easy returns in three simple steps:

Step 1: Email us on info@eleganza-melbourne.com. Please provide your order number, address and reason for return. We will send the return form to you.

Step 2: Send your order
Send the items along with the completed return form to the address on the return form. Ensure that you provide the package with a Track and Trace code. As the sender, you are responsible, and we do not want any misunderstandings to arise.

Step 3: Receive the purchase amount in your bank account
Once we've received the package, we'll ensure that the purchase amount is back in your bank account within five working days.

We process our returns in Asia, this means you will have to return your package outside Australia. This can involve high costs of up to 35 Australian Dollar, which we do not refund.

CONTACT US

Do you have any questions about your return or any other inquiries? We're here to help!