Shipping & Orders
When will my order be shipped?
All orders placed before 8am (AEST) Monday–Friday will be shipped that same day. Any orders placed after this time will be dispatched the following business day. During peak times, there may be slight delays — please allow a further 2 days for processing.
When can I expect my order to arrive?
Australia:
Standard delivery is 5–7 business days from dispatch. Express delivery is 2–3 business days from dispatch.
International:
We offer on-demand delivery with DHL Express. Delivery times vary depending on your location, however most orders arrive within 5–7 business days from dispatch. You will receive tracking information via email once your order has been dispatched.
RENDR:
If you have selected RENDR as your delivery method, your order will be delivered to your local RENDR pick-up point. You will receive an email notification once your order is ready for collection.
When will my pre-order arrive?
If you purchase a pre-order item, your order will ship once the item becomes available. If your order includes both pre-order and in-stock items, the full order will be dispatched together once the pre-order item is ready. If you would like in-stock items sooner, we recommend placing separate orders.
Will I have to sign for my package?
National (AUS):
You will receive a text message and can opt for your delivery preference.
International:
We offer on-demand delivery with DHL Express. You will receive an email/text message once your parcel arrives in your country and can opt to have the signature released, or sent to your local post office.
What happens once I place my order?
Once your order is placed, you will receive a confirmation email from us. You will then receive a notification once your order has been dispatched with your tracking number. See shipping details above for delivery time frames.
I wrote the wrong shipping details, how can I change these?
We are unable to edit or cancel an order once it has been placed. Please carefully review your order before confirming. Once dispatched, the shipping address cannot be changed nor cancelled.
I accidentally ordered the wrong size, can I change this?
We are unable to edit or cancel an order once it has been placed. Please carefully review your order before confirming. Once dispatched, the order cannot be changed nor cancelled.
I need to cancel my order, what do I do?
We are unable to edit or cancel an order once it has been placed. Please carefully review your order before confirming. Once dispatched, the order cannot be changed nor cancelled.
Promotions & Stock
I haven't received my 10% OFF off discount for my first purchase?
If you haven't received your welcome code, you will need to sign up via our website. Enter your email in the newsletter section at the bottom of the page. After signing up, if you have not received your code, please email info@elceswim.com and our customer service team will assist.
The item I want is out of stock, what do I do?
If an item or size is currently out of stock online, please sign up via our website to ensure you are first notified. Go to the desired product page, choose your size preference and enter your email in the 'email when available' field.
Returns & Refunds
Can I get a refund for my order?
Yes! We offer refunds or store credits on all FULL priced items purchased via our online store, minus the shipping and duty/taxes fees.
The returned item should be in original condition, unworn, unwashed, with hygiene stickers attached and original ELCE tags.
If your items do not meet expectations, or any markings are found, our returns team will be in touch.
All return claims must be lodged within 7 days of receiving, and you have 30 days to return your items to our warehouse.
Please note: we strictly do not offer any returns, exchanges or store credits on sale items. These items are FINAL SALE.
How do I make a return?
To lodge your return, please head to our website and click on "Returns". You should receive an email with the returns address. Follow the prompts and our team will be in touch once your return has been approved.
How do I use my store credit?
Once your return has been received, we will be in touch to issue you with your store credit code. To use your store credit, apply the code in the 'Gift card or discount code' field at checkout and press apply. The amount will automatically be deducted from your purchase.
Can I get a refund on sale or promotional items?
No, all sale items are final sale. These cannot be returned for an exchange, store credit or refund.
How long will it take for my return to be processed?
Please allow up to 10 business days from the date your return is delivered to our warehouse for it to be processed. We process approved returns each Tuesday. If your return arrives after our weekly cut-off, including those delivered on a Monday, it will be processed the following Tuesday.
I have received a faulty item, what do I do?
If you believe you have received a faulty item, please complete the form on our returns page and attach a photo of the fault. If the item is indeed faulty, we will process a full refund.
I was sent the wrong item, where to from here?
We are so sorry! Should you have received the wrong item, please email info@elceswim.com and they will be in touch right away. We will take prompt action to ensure this is rectified.
Do I have to pay for return shipping?
All customers are liable and responsible for their return fees. We suggest using a service that offers tracking and insurance as we will not be held responsible for any lost packages.
Do you offer in-store returns?
We are happy to accept online returns to our store, however we are unable to process refunds. All refunds can only be issued when lodging a return online and returning goods via our dispatch warehouse.
Full priced items: Eligible for an exchange or credit note in store.
Exchanges: If the exchange item is of lesser value than the original purchase, we can only refund the difference as a credit note.
Credit note: When issuing a credit note in store, this can only be used in-store, not online.
Sale or promotional items: Items with a discount greater than 10% are unable to be returned — these are final sale.
All returns must be in original condition, with tags attached including hygiene seal. We will not accept tampered or worn returns. All sale item purchases are final.
Can I use my online credit in store?
No, you cannot use your online credit note in store — these are only redeemable online.
Payments
What are my payment options?
ELCE accepts all major credit cards including Visa, MasterCard and Amex. We also offer PayPal payments — a PayPal button will display during checkout.
Afterpay is also available for all Australian customers. Afterpay is an interest-free, deferred payment that allows you to shop now, receive now and pay later via four fortnightly instalments.
Please note: Afterpay is a separate entity to ELCE. Should you have any questions in relation to payments, please contact them directly.
Route Package Protection
What is Route Package Protection?
Route's Green Package Protection helps cover your order in the event that it gets lost, stolen, or damaged while in transit — while also protecting the planet. Every time you add Green Package Protection to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air.
You can also use the Route App to visually track all of your online orders in one place and easily file a claim with their team.
How do I file a claim with Route?
If your Route-protected order ends up lost, damaged, or stolen, Route's expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1–2 business days from filing.
Can't find what you're looking for?
Send us an email and someone from our team will get back to you as soon as possible. Be sure to include your order number if you have one.