Elk & Earth Policies
Shipping & Delivery
We normally will ship out our stock within only 3 days after orders are received (around 4-5 weeks for custom made items) using Transdirect to ensure we can choose the best value courier option for your delivery. For smaller items we may use Australia post.
Privacy & Security
Elkearth.com.au uses PayPal for both its security and ease of use. Please visit PayPal's Security Center to read more about the protection PayPal offers to you as a buyer. Additionally, you will be happy to know that we never share your data with any 3rd parties.
Returns & Replacements
At Elk and Earth our policy is simple. If you are not 100% satisfied with your purchase, we promise to either refund, credit or exchange the cost of your items within 14 days of you receiving the goods; the choice is yours. In this case it will be the responsibility of the customer to pay for all return costs. For us to keep this promise please keep in mind the following terms:
14 DAY MONEY BACK GUARANTEE
In the circumstance where you are not completely happy with the product you have purchased you may return the item (s) and are entitled to a full refund- less shipping, handing charges and insurance costs, from and to Elk and Earth within 14 days. Returned items must be in their original packaging and condition, and not be used or altered in any way. If returned items are not in their full original condition and packaging, including all original wrappings, a restocking fee of 25% will be charged and taken off the refund total. Please note that all return costs, are non refundable. Therefore, the following fees and charges will not be reimbursed:
- Delivery charges from Elk and Earth
- Delivery charges to return the product to Elk and Earth.
It is the customers responsibilities that all returned items due to change of mind are returned in a safe manner. Elk and Earth will not take any responsibility for lost or damaged goods. If any such goods are received damaged, a credit/refund will not be issued. All return items must be in our possession within 14 days of the date you received it, to obtain a full refund. Upon return, your merchandise will be inspected and the refund will be issued within 7 business days. To return a purchase, please contact us by email to arrange the return.
All of our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure of product. You are also entitled to have the goods repaired using identical or similar materials or replaced with a product comparable in quality and value if the goods are of acceptable quality and the failure does not amount to a major failure. Our guarantee is that the product/s will be free from defect of materials and workmanship under normal domestic household use. We reserve the right to change or discontinue our products ranges without notice at any time and without liability. Exclusions: Guarantee does not apply if care and/or usage instructions are not followed. Elk and Earth will not provide a refund where wear and tear, improper care, maintenance and abnormal use of products and commercial use occurs. This guarantee does not cover scratches, tearing, discoloration or stains or damage caused by misuse. How to Claim: Claims for guarantee should be made with proof of purchase and full details of the alleged defect to us. Please contact us at the details below. The cost of transporting the product to or from us is your responsibility. Limitations: The replacement of the product or the refund of the purchase price is the absolute limit of our liability under this guarantee.
DAMAGED & FAULTY RETURNS
All items must be opened and checked by the customer within 24 hours of receipt, otherwise we cannot be liable for damage incurred during transit. If a customer is to receive a damaged or faulty item, they must notify Elk and Earth upon receipt of the goods and follow the correct returns policy as stipulated above. Elk and Earth must issue a return authorisation, prior to customers returning goods. Unauthorised returns will not and cannot be accepted. Any damaged or faulty claims or refunds after 14 days of delivery will not be accepted as a refund. Returned items must be in their original packaging and condition, with all accessories and not be used or altered in any way. They must be unmarked in any way.
CUSTOM MADE RETURNS
Customised items cannot be refunded for change of mind. It is the customers responsibility to ensure all custom made orders are 100% what they want.
CANCELLING YOUR ORDER
If you change your mind and decide that you no longer want to go ahead with your purchase, you can cancel your order. Simply let us know and if your goods have not already been despatched we’ll cancel your order and refund you. Your order must be cancelled prior to dispatch of goods from our warehouse. In the case that the items have left the warehouse, shipping fees will not be included within the refund. In the event of a custom order that has resulted in special items being produced by our manufacturers, refunds are not available if the items are already in production. Elk and Earth will not provide a refund where wear and tear, improper care, maintenance and abnormal use of products and commercial use occurs.
Ordering & Payment
Ordering with elkearth.com.au is 100% secure. You will be automatically directed to the secure site to pay with PayPal. PayPal lets you pay in just a few clicks, without sharing your financial details - for safety and convenience. You do not need to have a PayPal account, or need to set one up, to use Paypal to pay with credit card, debit card, or bank transfer. If you prefer, you can also transfer the money directly to our bank account. In that case, please contact us for our bank account details. Please contact us if you have any questions regarding our procedures and how we can help you purchase a felt ball rug that you will love for years to come!