Shipping & Returns
At E•L•S, we create intentionally from how we design to how we deliver. We’re committed to offering a seamless experience that reflects our values of quality, sustainability and service.
Shipping
We ship from Sydney, Australia using trusted carriers to ensure your order arrives safely and promptly.
All domestic shipping is complimentary. For international orders, standard shipping rates from Australia to your shipping address will be applied at checkout.
We currently do not offer free returns. Returns are set at a flat rate of AUD $10 for all orders within Australia. For international orders, return shipping costs are the responsibility of the customer. Return fees are deducted from your refund total unless the item is deemed faulty.
International Duties & Taxes
International orders are shipped from Sydney, Australia. Unless expressly stated at checkout, duties, import taxes, VAT, customs charges, brokerage fees and clearance fees are not included in the product price or shipping fee.
These charges may be payable upon arrival in the destination country and are the responsibility of the customer. Duties, taxes, VAT, customs charges, brokerage fees and clearance fees are determined by the destination country and are outside the control of E.L.S.
Duties, taxes, VAT, customs charges, brokerage fees and clearance fees are non-refundable.
Returns & Exchanges
We want you to love your E•L•S pieces, however, if something isn't quite right, we're here to help.
Returns are accepted within 14 days of receiving your order.
To be eligible for a return, items must be:
- Unworn, unwashed and in original condition.
- Free from makeup, stains, fragrance or any signs of wear, use or damage.
- Returned with all original tags, labels and packaging intact, this includes all packaging, such as the tote cotton bag and a copy of the purchase invoice. All items that are sent with signature tote bags must be returned inside the package, as this is considered part of the product. Please use the original packaging included in your shipment to return any item.
- For hygiene reasons, bodysuits, underwear and swimsuits must be returned with hygiene stickers fully intact.
To initiate a return, please register your return though our Returns Portal and follow the steps provided. Once approved, you’ll receive your return label and instructions. We will notify you by email once your return has been received and approved.
International Returns
We welcome international returns.
Please note:
- Return shipping costs are the responsibility of the customer, unless the item is confirmed by E.L.S to be faulty.
- International returns must be clearly marked as “RETURNED GOODS” on all customs forms and shipping documentation. Failure to correctly mark the parcel may result in additional customs duties, taxes, clearance fees or charges, which will be the responsibility of the customer.
- Duties, taxes, VAT, customs charges, brokerage fees and clearance fees are non-refundable.
- For orders where duties, taxes or import charges were collected at checkout, any refund will exclude those duties, taxes or import charges, as these amounts are collected on behalf of the customer’s local customs or tax authority and are not charged by E.L.S.
- For international returns, customers are responsible for any return shipping costs and any customs charges associated with returning the parcel, unless the item is confirmed as faulty.
To request a return internationally, register your return through our Return Portal and please follow the steps below:
- Once the return has been registered you will receive an email with your return label and return instructions within 2-3 business days.
- Repack your items in the delivery bag
- Download and attach the return label to the outside of the parcel, for international orders, book a pick-up with DHL and hand over your package together with the documents that we will provide you. In some cases, you may need to go to your nearest drop off point.
- Once your return has been processed, you will be notified via email
Make sure to always save the receipt and return tracking number until your refund has been processed.
Note that only items from the same order can be sent back in the same parcel.
Should you have any questions regarding your return, email us at orders@elevatedluxurystudio.com with your order number, reason for return and we’ll guide you through the process.
Please note:
- Products that are marked final sale cannot be returned.
- We reserve the right not to accept any return if the garment shows any signs of wear (washed, stains, soiled, having a strong smell of any fragrance), other than to try on, alteration, damage or missing tags, labels and cotton bags. Such merchandise will not be accepted.
- Please note that the tags, labels and signature tote cotton bag constitute an integral part of each product and should anything be missing, the item will not be accepted as a return.
- Brief bottoms, underwear or swimsuits must be tried on over underwear, without removing the protective hygiene sticker. Due to health and hygiene reasons, hygiene products are covered by the right of return only when the hygiene sticker is fully intact. The item must have hygiene stickers remaining, if this is not the case the garment will not be accepted as a return.
- Return shipping costs and risks are the responsibility of the customer unless the item is faulty. E.L.S cannot be held responsible in the event of loss, theft or damage of the parcel.
- We are currently unable to offer free returns. We advise booking a return through our portal, which is likely to be more cost effective than arranging a return yourself.
- We charge a return fee for all international orders that will be deducted from your refund. See the cost for your country here. For all International returns, unless an item is damaged or faulty, the customer is required to arrange and pay for the return of the product.
- Parcels for which the Customer’s identification (first name, surname, address and a tracking number) is not clearly marked shall be refused.
- All items will be reviewed individually upon return. If we receive a returned item in an unsuitable condition we reserve the right to decline a refund and in case of non-compliance with this Return policy, your account is at risk of being suspended.
- E.L.S reserves the right not to accept any return that is sent after the allowed return window of 14 days and/or otherwise outside of the Return policy.
- Returns that do not meet our policy will be sent back to you.
- We are not responsible for items that are returned to us by mistake.
Returns that do not meet the returns conditions will be sent back.
Exchanges
Due to our limited production model, we do not offer exchanges, as we cannot guarantee the availability of item(s). If you require a different size or style, please return your original item and place a new order for the desired size of style.
If you purchased using a discount code, please email us at orders@elevatedluxurystudio.com with both your original and new order numbers.
Refunds
Once we receive, inspect and approve your return, refunds will be issued to the original payment method within 10 business days (up to 28 days during peak periods).
Original shipping fees are non-refundable. For DDP (Delivery Duty Paid) orders, import duties and taxes are non-refundable.
Faulty Items
Each piece is quality-checked before dispatch. If you receive a faulty item:.
- Please contact us at orders@elevatedluxurystudio.com within 48 hours of receiving your order
- Include clear photos and your order number for the fastest resolution.
We will work swiftly to resolve the matter.
Sustainability in Returns
We encourage intentional and thoughtful purchasing. To help minimise excess shipping and waste, please review our product descriptions and size guides carefully before ordering. If you're unsure, email info@elevatedluxurystudio.com, we're here to assist.
Fair Use Policy
We offer a flexible return policy to make your online shopping experience even easier. We do monitor the number of returns made by customers in order to check whether the purchase of products is pursued for consumer purposes and is not, on the contrary, pursued for commercial, entrepreneurial or professional purposes and/or is otherwise related to fraudulent intent. Excessive or repeated returns will be flagged and at our discretion, may result in suspending or closing your E•L•S account and/or refuse future orders.
Color Accuracy
We have made every effort to display the colors of our products that appear on our website and social media as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a colour will be completely accurate. Please refer to product photography and styling notes for reference.
Still have questions?
Email us at info@elevatedluxurystudio.com or visit our FAQs page for more support.
We reserve the right to update or modify this Policy at any time. Customers will be notified of any significant changes and the revised policy will be effective from the date specified.
Help us do better
1.
Is someone home?
By ensuring you're available to receive your order, you can help our couriers reduce their carbon emissions.
2.
Reuse and recycle
Our parcels are more than just packaging. They're perfect for home storage and gift wrapping. If you can't repurpose them, please recycle them
3.
Care and repair
Every product in our offering is designed to last. By attending to your pieces with care and repairing where possible, you can extend their life span.
