FAQ

Delivery and Payment

• I have not yet received my online order. Where is it?

  If you have made your purchase as a registered member, you can track your orders' progress via a link to Australia Post or Toll on the My Orders page. You can also find your shipment details within an email received once your parcel/s have been shipped. We offer free Australian standard shipping on all orders over $79.00; orders below this value are charged at a flat rate of $9.95 or flat rate of $10 for all NZ orders. Express shipping is available at a flat rate of $14.95 for Australian orders. Your products are shipped from our warehouse in Victoria and our standard shipping option delivers in 2-10 business days for most Metro and inner-regional postcodes, excluding WA. In busy trading periods, orders may take longer due to high volumes. Orders placed before noon AEST will be packed and dispatched on the same day. Once dispatched with Australia Post, expected delivery times for each region are as follows:
  
  Express Shipping
  - 1-2 business days - Victoria
  - 1-3 business days NSW, ACT, SA & QLD metro and most regional areas*
  - 2-5 business days WA, NT, Tasmania*
  
  Standard Shipping
  - 1-3 business days Victoria -
  - 2-6 business days NSW, ACT, SA & QLD metro and most regional areas*
  - 3-10 business days WA, NT, Tasmania*
  - 3-10 business days NZ
  
  *Outer-regional areas may experience slightly longer shipping times

  
  
• Can I order online and pick up or collect my items in store?

  Unfortunately, we are unable to provide a pick up or collection service for orders placed online. All items ordered online are shipped direct from our warehouse.

• How do I track my online order shipment?

  You will receive a shipping confirmation email to let you know you order is on it's way to you! This will contain a click through link to your tracking details with Australia Post, as well as your tracking ID. Please kindly note it may take up to 24 hours for your tracking to be valid with Australia Post.

• I have not received my online tracking. What should I do?

  You will receive an order tracking confirmation email once your parcel is on it's way to you. This will be emailed to the email address used on your order. Please check your junk mail folder in case it accidentally ends up there. If you have not received your tracking email or are having issues accessing the link, please contact our support team at onlinesupport@brandcollective.com.au for further assistance. If you have an online account with us, please log in and you can then access and view your order status under the "my account" section.

• Can you send my order to another address other than my registered address?

  Yes, you can send your order to another address other than your registered address, which is useful if you're sending gifts.

• Can I make any changes or cancel my order after it has been placed?

  We process and pack your order as fast as possible. Unfortunately, once an order has been submitted, we are unable to make any cancellations or amendments. Sorry for any inconvenience that this may have caused. Once you receive your parcel, if you wish to make a return for a refund, please contact us at onlinesupport@brandcollective.com.au and we will be able to provide a return slip for you.
  Unfortunately, we are unable to offer exchanges for online orders. If you wish to place another order in the meantime, you may do so at your earliest convenience by placing a new order online. Please see our Returns Policy for more details.

• Can I update my delivery address after my order has been placed?

  We process and pack your order as fast as possible. Unfortunately, we are unable to make any changes or amendments to an order or it's delivery information once it has been placed. You can attempt to update your delivery address with Australia Post using the My Post Account (this is free to sign up) but please note this will only be available if specified on your order tracking.
  
  Once you receive your tracking information, you can then use the tracking number provided to update the address details. Please see below for sign up link: https://auspost.com.au/mypost/auth/#/register

• Why should I provide my contact number at the checkout for my online order?

  Please be assured that any contact details you provide to us remain confidential in our systems. It is recommended to enter your contact number at the checkout to ensure we can provide you with any updates regarding your order as required.

• Are my credit or debit card details saved or secure?

  We are strongly committed to protecting your privacy and providing a safe and secure online experience. We have taken measures to ensure that your credit card and personal details are kept safe. Under an account, and when paying using the 'Credit Card' option, your details are saved with our secure payment gateway to ensure ease of checkout for your future purchases.
  
  If you have any questions regarding this, or wish to remove your payment details, please contact our customer service team. Alternatively, using Pay Pal as a payment option will avoid your details being saved to your account. Please be assured your details are not saved by Brand Collective, but our safe and secure payment provider. To see our full privacy policy, please click here.

• What if I am not home when my online order arrives?

  If you are unable to sign for your parcel upon delivery, Australia Post will determine if there is a safe and secure location to leave your parcel at the delivery address. If they deem that there is not a safe spot to leave the parcel without your permission, they will deliver the parcel to the nearest Post Office and leave a collection card of attempted delivery. You will then need to visit the declared post shop to collect your parcel. Please take your ID and the collection card with you. Please also check your tracking details (provided in your shipping confirmation emailed to you) for further updates.

• My parcel has been declared return to sender! How can I resolve this and find out where my parcel is?

  If you notice that Australia Post have been unable to deliver your parcel as declared "return to sender" on your tracking information (this can occur from time to time if the address is invalid, the person is unknown at the address or if the delivery driver has been unable to access the premises), please contact our online support team at onlinesupport@brandcollective.com.au for a resolution process.

• Can I leave special delivery instructions for my online order?

  Unfortunately, we are unable to process any special delivery requests for online orders. Please ensure the delivery address provided is valid and accessible for all deliveries. You can sign up to My Post with Australia Post to track and update your order. This will allow you to request a redirect or safe drop on your parcel (subject to the status and availability of this service). My Post is a free service provided by Australia Post.

• Do you deliver to PO Boxes and Parcel Lockers?

  Yes, we do deliver to PO Boxes and Parcel Locker with Australia Post. Please ensure to also enter the valid street address of the PO BOX or Parcel Locker at the checkout.

• Do you ship internationally?

  We currently offer shipping Australia-wide & NZ. We are unable to offer other international shipping locations. If you have any further questions regarding this, please contact our online support team at onlinesupport@brandcollective.com.au for a resolution process.

• What will I need to do to collect my online order from the Australia Post shop?

  If you are not home to sign for your parcel on delivery, Australia Post will re direct your parcel to the nearest Post Shop and leave a collection card. Please take the collection card and your ID with you to collect this parcel as soon as possible. If you required further confirmation of your parcels location, please check your tracking link located in your shipment confirmation email.

Exchange/Return

• How can I make an exchange of my online order?

  We currently don't provide exchanges of styles/sizes, you can however contact our online support team to request a return for a refund within 28 days of placing your order, and then place a new order for the item you wished to receive. Please contact our team at onlinesupport@brandcollective.com.au and include the below information to request a return:
  
  - Order Number
  - Items you wish to return
  - Reason for return

• How do I return my online order?

  Elwood will gladly accept returns for all faulty items. We will accept all change of mind items within 28 days of purchase provided those items are accompanied with proof of purchase (which may include the invoice, credit card or other payment statement), unworn and in original packaging. Whether your item was faulty or you've just changed your mind, Elwood provides three returns options:
  
  1. For exchanges of size or colour - We will offer you a refund. Unfortunately, we do not offer exchanges online, however you can submit a return and re-order a replacement product.
  2. For returns due to a complete change of mind - we will offer you a refund.
  3. If your product is or becomes faulty - The goods will be assessed by the Customer Service team and if deemed faulty we will offer you a refund of the purchase price, a store credit or replacement if the product is still available.
  
  Please contact our online customer support team onlinesupport@brandcollective.com.au and we will be more than happy to initiate a return for you, just include the following details:
  
  -Order #
  -Details of the item you wish to return
  -Reason for return
  
  Our customer support team will get back to you with your return parcel details & return authorisation slip.

• What is the returns policy for my online order?

  Elwood is confident that you will be happy with your purchase. If for any reason this is not the case, we offer FREE RETURNS for Australia orders within 28 days of the order date. For NZ orders the customer is responsible for all associated costs of returning the items to us within 28 days of the order date. Elwood will not take responsibility for returned items not received if registered post is not used. We have 3 conditions of return for change of mind, item(s) must be returned:

  - Within 28 days of the order date
  - Items must be unworn and in original packaging
  - Proof of purchase (which may include the invoice, credit card or other payment statement)
  
  Elwood reserves the right to refuse the return if these conditions are not adhered to.

Returns/Refund

• What do I do if I believe I have received a faulty item?

  We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a defect or fault with one of our products we would like to help you resolve the problem. If you have purchased your product from a Retailer or one of our stockists, you need to return to the retailer with your receipt in accordance with their terms and conditions to have them assess the products. If you have purchased online at www.elwood.com.au, please view our Refunds and Returns page and get in contact with our online support team at onlinesupport@brandcollective.com.au so that we can assess your product for you.

• How long will it take for my refund to be processed?

  Once your goods have been received back at our warehouse, please allow up to 10 working days for your refund to be processed back to your original account or payment method.

• How will my refund work if I have paid with After Pay?

  Please kindly note once a refund has been processed to your After Pay account, AfterPay will then contact you to confirm the refund amount depending on the amount of payments you have made. For example, if you have only paid 2 instalments of your total order value, After Pay will only refund the partial amount paid with them, and then cancel the remaining outstanding amount. This may mean that you would receive a partial refund of your total order value as only that amount was captured from your linked credit card up to the refund date. For further information please see

• I believe I have purchased a faulty item with a retailer or stockist, how can I resolve this?

  We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a defect or fault with one of our products purchased at one of our stockists, you will be able to return to the store to have them assess the product and determine an outcome for you. Please retain your receipt as proof of purchase.

Account Details

• How can I work for Elwood?

  Thank you for your interest in Elwood! As a Brand Collective business, Elwood are always looking for qualified and driven individuals. To find out more about career opportunities, please visit the Careers section of the Brand Collective website where you will be able to view all Brand Collective job postings.

• What are the benefits of creating an online account?

  As a member you'll pretty much have the run of the place. You can:

  o Check out faster when making a purchase.
  o Check the status of your orders.
  o See any of your past orders.
  o Change your account details, including password.
  o Store any extra shipping addresses.
  o Subscribe to email updates to stay up to date with our new arrivals, sales and exclusive promotions!

• How can I view my order status and history?

  If you have used an account to place your order, to view you order status and history you will need to log in and access the "My Account" tab. This will then allow you to view your order, order status and print a tax invoice.

• How can I unsubscribe from the mailing list?

  To unsubscribe, please click the "unsubscribe" link at the bottom of any marketing promo email/poster that is e-mailed to your account or update your mailing preferences under your "my account" options. If you are still finding it difficult to unsubscribe, please do not hesitate to contact the online support team for further assistance at onlinesupport@brandcollective.com.au

• How do I know if I successfully placed my order?

  When you have placed an order, an order confirmation screen containing your order number will appear after payment processing. Additionally, you will receive a confirmation email within 15 - 30 minutes. Please be careful when entering your email address to ensure this is automatically sent to the correct person! If you don't receive an email, please get in touch with our customer service team. Be sure to check your spam/junk folder first just in case.

Payment

• What form of payment options do I have for my online order?

  We accept payment via VISA, AMEX, MasterCard, Pay Pal and Afterpay.

• What is AfterPay?

  Receive your order now and pay for it with 4 equal payments over 6-8 weeks. Your order will be processed immediately, there's no interest or added fees, and no payment required at checkout. Payment will be automatically taken from your credit or debit card in your equal instalments each fortnight. To find out more details and sign up to After Pay, please visit https://www.elwood.com.au/afterpay/

• The promotional code is not applying (or is invalid) at the checkout. What should I do?

  A promo code is a series of numbers and letters that gives you to a specific discount or percentage off your purchase when entered at the shopping cart. An example of a promo code could be, "enter promo code '123ABC' in the shopping cart to receive x% off". This promo would come with certain terms and conditions and will often be time sensitive. Promo codes are not to be confused with gift vouchers, which need to be entered at the cart page before checkout. Unfortunately, Promo codes can only be applied in the shopping cart screen at time of purchase. No promotional code can be honoured after an order has been placed. If you are having trouble using a promotional code, please check the terms and conditions to ensure that all items are applicable. If you are still having trouble, please contact our online support team at onlinesupport@brandcollective.com.au

• How do I use an online store credit applied under my account?

  If you have been notified of an online store credit added to your account, to access your online store credit, please log in by using your e-mail address and password. Once you have added items to your cart, please check out, and your online credit will appear above your order total for you to add as payment (either partially or full amount).

• Can I purchase a gift card online?

  Unfortunately, we do not have gift cards available to purchase online. You can however enter a separate delivery address to your billing address if you wished to send an order as a gift. We do not include a tax invoice in the parcel. In this case, please retain you order number and order confirmation email as your invoice receipt. Please note any purchase that is sent as a gift but is returned to us will refunded only to the original payment method.

• I can't find the answer to my question. How can I get in contact with your customer service team?

  You can contact us by sending an enquiry through our Contact Us page. Unfortunately due to the recent Coronavirus outbreak for the safety of our customer service team, our phone lines will be temporarily unavailable. To contact us, please use the contact us form here. Our customer service team are available Monday - Friday, 8.30 am - 5 pm AEST:

  - Order Number
  - Your contact number
  - Reason for Enquiry

  Our office hours are Monday - Friday, 8.30am to 5pm AEST (excluding Public Holidays).

NZ orders

• Why Does The Price Increase When I Select ‘New Zealand’ Shipping?

  As of the 1st of December 2019, New Zealand has enforced a new law requiring overseas businesses to collect and return 15% of the purchase price of goods under the value of $1,000 NZD. In compliance with this law, an additional charge of 15% will be applied to your order.
  For more information, please click here.

• Will There Be Any Border Costs For My New Zealand Order?

  No. Prior to the enforcement of this law, border taxes were applicable when the value was over $60 NZD. As of 1st of December 2019, this has been replaced by the 15% GST.

• Will The New GST Laws For New Zealand Effect Delivery Costs?

  No. Delivery costs and shipping will remain consistent with our current shipping rates.

• What Currency Does Your Website Use?

  All prices are in AUD. If you are ordering from NZ, your order will be processed in AUD and your bank will convert to NZD. Please be aware that foreign currency exchange fees may apply. GST % is determined by AUD.