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Shipping & Returns

Shipping charges

$10 (incl. GST) flat rate shipping fee within Australia and NZ for orders under $100. Free shipping for orders $100 and over.

 

International shipping

$20 (incl. GST) flat rate fee to ship internationally for orders under $100. Free shipping for orders $100 and over.

* Please note we currently only ship to the following countries; Australia, New Zealand, USA, Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the UK.

Shipping to other countries coming very soon!

 

Australia & NZ standard shipping

AUD $10

Approximately 1-3 business days

International shipping

AUD $20

Approximately 5-7 business days

*FREE SHIPPING for all orders $100 and over (both Australia wide and internationally)

 

Shipping Insurance

All goods are insured during transit.

 

Delivery information

We make every effort to process, package and dispatch all online orders within 24 hours.

Orders placed on Saturdays, Sundays and public holidays are processed the following business day.

Delivery times may vary from state to state, country to country. But for delivery within Australia and NZ packages will generally arrive within 3 business days, internationally within 7 business days.

In the case that the order is accepted and ELES Cosmetics is unable to deliver to the requested area, our customer service will contact you to re-arrange an alternative delivery.

We cannot guarantee specific delivery times. We will do our best to deliver it on time and if the delivery requires a VIP courier it will be at the customer's expense.

In the event that ELES Cosmetics is unable to deliver, we will inform the customer as soon as possible and attempt to re-deliver on the following business day.


Cancellations

If you decide to cancel your order with a minimum of 48 hours prior to the requested delivery date, we will process a credit note for the same amount as your purchase. The credit can be used at a later occasion (without any expiry date). NO cancellations will be permitted within 48 hours of requested delivery. If the order has been arranged and we are in the process of delivering it, we cannot issue you a credit note and the parcel will be delivered according to your instructions.


Need to return an item?

Simply write our customer service department for your return authorisation. Please provide us with your phone number.
CLAIMS AND SHORTAGES MUST BE REPORTED WITHIN 3 DAYS OF RECEIPT OF SHIPMENT. ALL PACKING MATERIAL MUST BE SAVED.
No refunds, credit or replacements are offered if you have changed your mind about the product, make an incorrect choice, or failed to verify and accurately provide information when placing an Order.

If your item arrives damaged or you find a defect arises after delivery and a valid claim is received by Customer Service within 3 days of delivery, ELES Cosmetics will exchange the Product where possible, or refund you the purchase price of the Product. Should you contact us outside the 3 day period ELES Cosmetics, customer service management will consider each claim on a case by case basis on its merit.
Where we agree to replace the Product or refund you the purchase price of the Product, you must first return the defective Product to us. You will be obliged to pay for the return of the Product if the item is sent after 30 days from dispatch. We will make arrangements with you for the return of the Product.

The delivery time for replacing the Product will be the same as stated for the original Product. Replacement Products are provided with the same Warranty as the returned Product.


Return Authorisation Number

A Return Authorisation Number (RAN) is required for both replacement Products and refunds.

Where Customer Service has provisionally determined that a claim is valid, Customer Service will issue you with a RAN. Products cannot be returned without a RAN. The Product should be returned to ELES Cosmetics within 10 calendar days of the issuance of the RAN. All Products must be packed in the original, unmarked packaging including any accessories and documentation that shipped with the Product.


Organising the Return of Products

The Product must be returned whenever we agree to replace the Product or provide you with a refund.
Customer Service will email you a docket containing a RAN which you must send along with the Product.

When a Replacement Product is arranged:

  • A replacement for the same Product that you ordered will be shipped to you at our expense after we have received your returned Product.
  • The delivery time for the replacement Product will be the same as stated for the original Product.

When a Refund is arranged:

  • Refunds include all shipping and associated costs for the Product being returned.
  • No refund will be given to you until ELES Cosmetics has received the Product from you.
  • Refunds will be issued by cheque or a credit to "Your Account" with ELES Cosmetics. Where a credit is organised for "Your Account" you have the option of cashing-out "Your Account" at any time.

 

 

 

 

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