Frequently Asked Questions
Yes, but please ensure any necessary changes are made within an hour of placing the order or we may not be able to amend your requests.
Unfortunately, we are unable to change the address on your order for security reasons. If you wish however, you may choose to cancel your order within an hour of placing and re-order using a different/updated address.
If the item you receive is incorrect, please contact Customer Care at customercare@elkai.com.au immediately, including photo of order and incorrect item so we can organise return and refund or replacement immediately.
We encourage all customers to check their orders on delivery for any faults. Should you find any, please contact Customer Care at customercare@elkai.com.au immediately, including photo of order and faulty item so we can organise return and refund or replacement immediately.
Please be aware that we are unable to take responsibility for any faults that may be a result of transit and will take every precaution (extra packaging etc.) to ensure this does not happen.
Similarly, we are unable to accept responsibility for faults in any items after 30 days where the fault could have been caused by improper care or personal error. This will be assessed on a case by case basis and resolved to the best of our ability.
On occasion, we may send items in separate packages depending on stock. If this is the case, we will email you the information. If you have not received an email suggesting this is what is happening, please contact us so we can chase up any issues ASAP.
