Refund policy

Our 14-day returns promise

You can return an item within 14 days of delivery. This is our own policy, not a statutory cooling-off right: Australian law does not give a general right to change your mind about an online purchase. We offer it because you cannot feel the fabric through a screen. Email support@elowenne.com within those 14 days and we will take it from there.

How to start a return

Email support@elowenne.com with your order number and the item you want to send back. Within one business day you get a confirmation with the return address in Zhejiang, China and a return reference. Always start the return first: an unannounced parcel cannot be matched to your order.

Condition

Send the item back unworn and unwashed, with the original packaging and tags attached. You may try a dress on and look at it as you would in a shop. If it has been used more than needed to judge it, we may deduct the loss in value.

Return shipping costs

You pay the return shipping. We charge no handling fee and no restocking fee. If the item arrived damaged, wrong or incomplete, we pay the return in full; send a photo in your first email in that case. Ship with a method that has tracking and keep your proof of postage until the refund is through. You handle the customs declaration on the sender side; the return centre cannot accept a shipment where the recipient has to clear customs.

Refunds

We refund within 14 days of you telling us you are returning, to the same payment method you used. We may wait until we have the item back or until you send us proof of postage, whichever comes first. If you return a whole order within the window, we also refund the original shipping, based on the cheapest standard rate.

Cancelling

As long as your order has not shipped you can cancel free of charge. Email support@elowenne.com with your order number; if the parcel is already on its way it goes through the normal return process above.

Your statutory rights

The Australian Consumer Law guarantees apply on top of this policy. If an item is faulty, not as described or not fit for purpose, you are entitled to a repair, replacement or refund under those guarantees. That right does not expire after 14 days and this policy does not limit it.