Introducing Better Refunds & Free Exchanges
Our new Returns & Exchanges system has been designed to improve your shopping experience. It allows you to beat that pesky waiting time and help you get the exchange or your money back much quicker.
How Does it Work?
Register your return or exchange
Use your order number and postcode to log in to our returns portal. Select the garment/s you wish to return or exchange and choose your refund method.
Package, print and send
Package your garment. Print and attach the generated label to your package and bring it to your local Post Office or your nearest Australia Post box. We will issue you a refund or dispatch your exchange once your parcel arrives at our warehouse.
What Are the Benefits?
Once the parcel arrives at the elarroyoenterprises headquaters, we will issue you with a refund or store credit.
When you want to refund or exchange an item, all you need to do is lodge a return, pre-generate the tracking label and either bring your parcel to the post office or your nearest Australia Post box.
When exchanging, we will cover the cost of the shipping label and send out a new garment to you once the label on your parcel gets scanned.
Please note: A flat fee return postage charge of $10 will apply for all returns where the refund to original payment method is selected.
We are happy to offer you a refund or exchange for change of mind on full price and sale merchandise within 30 days from the date of purchase.
To ensure returns/exchanges can
meet the 30 Day Return Guarantee Policy, returns should be lodged in the online returns portal within 26 days. Please contact our customer service team if your return exceeds the 26 day window.
Our online returns portal and supplied postage label must be used to ensure a fast handling of your return.
Our change of mind policy does not apply to the following merchandise:
- Garments marked Final Sale
- Garments from our Zero Waste Collection
- Products from our gifts category
Subject to the Consumer Guarantees outlined below, garments returned for change of mind within the above time frame can be returned for an exchange or refund subject to the following conditions:
- All returned items must be unworn,
unwashed, unused, in original condition, show no sign of wear and tear and have all tags and labels intact.
- All returned garments must be odour free. Any garments affected by perfume, deodorant, laundry detergent, body odour or makeup will be deemed unacceptable and will be returned to you immediately.
- Our online returns portal and postage label must be used to ensure tracking, and fast handling, of your return.
- A flat fee return postage charge of AUD$10 will apply for all domestic returns where refund to original payment method is selected.
- A new return lodgement needs to be made for each order.
- International return postage costs are at the customer's own expense and cannot, and will not, be deducted from the final refunded amount.
- All care will be taken by you, the
customer, to package the item/s you are returning with care to prevent damage in transit.
- Any return requests arriving outside of our 30 day guarantee will only be honoured as per our obligations under AustralianConsumer Law
If the garment is returned to us via a
different postage channel, elarroyoenterprises take no responsibility for tracking, insurance or notification of receipt. Leina & Fleur makes no representations or warranties in relation to the security of returned item/s when our return shipping labels are not used. elarroyoenterprises will not remove from the final refund amount any postage/handling charge when both of the following conditions are met:- the customer chooses their own return postage method and we can see our generated label has not been used.
Items that are considered faulty are those that are received in a damaged condition. Wear and tear to a product is not a sign that the item is faulty. For more information please see our Garment Care FAQs.
Do I have to lodge my return? Can I just send the garment back?
All returns need to be lodged via our online Returns Portal. To ensure returns/exchanges can meet the 30 Day Return Guarantee Policy, returns should be lodged in the online returns portal within 26 days. Please contact our customer service team if your return exceeds the 26 day window.
Our returns system is there to benefit you. By lodging your return you are letting us know to expect your garment. Better still, by using the postage label that we supply on lodgement you will create tracking details from the first scan by Australia Post. We will then be able to track where your parcel is at every step of the way back to our office.
What do I have to supply in my return parcel?
Your invoice. By supplying your invoice you will ensure fast handling and no confusion when processing.
I have lodged a return and been charged a handling fee. What is this?
The flat rate AUD$10 handling fee, removed from your refund amount at time of returns processing, is payment for your return domestic postage. As we have a great flat fee rate through Australia Post we take care of your postage fee on our end by deducting it from your refund total. All you have to do is print the label we provide and pop your parcel in the post.
Do I need to take my return to the Post Office?
The choice is yours! Once you have lodged your return and placed your label on your package, you have the choice of lodging your return parcel at your local Post Office or your nearest Australia Post box. It is as simple as that. Tracking will start once your parcel is collected and scanned.
Can I use my own return postage method, not the label supplied by elarroyoenterprises?
In order to receive a Refund or Exchange for your return, you must use the postage label we supply. If you choose to use your own shipping method it is very important you are aware of the following: Leina & Fleur take no responsibility for tracking, insurance or notification of receipt when our returns label is not used. This responsibility and choice is entirely yours.
Will you charge me the $10 postage/handling fee if I use my own postage?
No, if you choose to send your parcel back using a different method than our label we will remove the $10 flat postage/handling fee from your final refund total. This is on the condition that our postage label supplied to you on lodgement of your return has not been used which we will be able to check prior to processing your return.
Can I put multiple returns in one bag and then only be charged the one $10 fee?
Your label is linked to your return request and invoice and only garments listed on that return label and invoice number will be expected and processed. If multiple orders, from multiple invoice numbers are placed in the same return satchel errors can, and possibly will, occur and the entire returns process is slowed down which affects not only your return processing time but everyone else's as well.
What if I have received a faulty garment?
Please refer to our FAQs that clarify what is deemed as a fault here.
When will you process my return?
We ask you to allow 7 days (from arrival to Leina & Fleur HQ) for your refund to be processed.
Can I return an item purchased with a gift voucher?
Yes, your refund will be credited to the original Gift Voucher. The Voucher will be valid for 3 years from the date of purchase.
I ordered the wrong size can I exchange?
Yes, we are happy to offer you a refund or exchange for change of mind on full price and sale merchandise within 30 days from the date of purchase. Please refer to T&Cs for details. Our change of mind policy does not apply to the following merchandise:
- Garments marked Final Sale.
- Garments from our Zero Waste Collection.
- Products from our gifts category.
What if the item I’m exchanging for is a different price?
When exchanging for an item of lesser value, the difference will be refunded to your original payment method. When exchanging for a more expensive item, the balance must be paid with a credit card (afterpay or paypal will not be accepted).
Can I exchange my item for a different style?
elarroyoenterprises exchanges apply to like for like items only. Differing styles, colour or print exchange requests cannot be facilitated.
How do Refunds work?
When lodging a return via our online Returns Portal, select Refund as your refund method. To meet our 30 Day Return Guarantee Policy and for the Returns Portal to accept your return, please lodge your return within 26 days of purchase. To be eligible for a Refund you MUST use the postage label that we supply on lodgement and only include the items relevant to that refund request. Once your parcel arrives at our Gold Coast studio, your refund will be procesed and credited to your original payment method.
Please note that Leina & Fleur cannot issue refunds if you do not use our Returns Portal, package the correct garment in each shipment or use the postage label provided. In these cases your refund will be issued once your garments are delivered to Leina & Fleur HQ and we can cross-check your return with our eCommerce platforms.
How do Exchanges work?
When lodging an exchange via our online Returns Portal, select the garment you would like to exchange for then pop your original garment in the post with our returns label. We get notification from Australia Post on the day your parcel is due to be delivered to us and that's when our dispatch team will ship your new garment(s) to you.
Do I have to pay the $10 handling fee for an exchange?
No, all handling fees are waived for exchanges.
I know someone is sending the item I am wanting back to your office, can you please hold it for me when it arrives?
Whilst we would love to be able to facilitate this, in fairness to all customers we cannot.
For our international orders, we offer a 60-day return and exchange policy to ensure your complete satisfaction with your purchase. Please note that while we're committed to making the process as smooth as possible, we are currently unable to cover the cost of shipping for returns or exchanges.
If you decide to return or exchange a garment, please be aware that postage fees must be covered by the customer. Once we receive your returned item, we'll process your request promptly and issue a refund or send a replacement item as requested.
We understand that returning or exchanging an item can be an inconvenience, and we're dedicated to making the process as hassle-free as possible. If you have any questions or concerns, please don't hesitate to contact our customer service team for assistance.
Why should I choose store credit instead of a refund?
There are a few reasons why choosing store credit rather than refunding can work for you. Choosing store credit will allow you to use the amount paid on another elarroyoenterprises garment. Credit is valid for 6 months so you do not have to use your credit straight away. We will also send out reminder emails so that you do not forget you have credit with us.And as an added bonus for choosing credit we will pay your postage of your returned garment back to our office. Did I also mention you can use multiple credit codes in the one purchase?
How will I receive my store credit?
Once you have lodged your return request and selected credit, print the label provided, attach it to your parcel and bring it to your local Post Office or your nearest Australia Post box. When your parcel arrives back to our office we will check your returned garment to ensure all of our Returns Terms and Conditions are met and refund your purchase to store credit. You will receive a Store Credit Gift Card via email which will be valid for 6 months from that date.
I am afraid of forgetting about my store credit. Can it be extended?
Store credit is valid for 6 months from the return processing date and cannot be extended beyond this time. To ensure you do not forget about your elarroyoenterprises store credit we will send you reminder emails 3 months and 1 month prior to your store credit validity expiry date. We want to ensure you find your perfect elarroyoenterprises piece so these reminders will make certain you have plenty of time to do so.
Can I refund my chosen store credit to cash?
Once Store Credit is chosen it is valid for 6 months from the date of return processing. This time period cannot be extended and your store credit cannot be redeemed for cash. If it is a possibility you may prefer the cash in hand please choose refund at the time of your returns process.*
*final sale items are non returnable
Can I merge two or more store credit amounts?
The merging of store credit is not possible. Each store credit code needs to be used individually however you can use multiple store credit codes in the one order.
elarroyoenterprises Rewards do not currently integrate with our returns and exchanges portal, which means that your Rewards points will have to be refunded manually once your return or exchange arrives to our warehouse.