Frequently Asked Questions
What are the available payment methods?
We accept payments using Visa, Mastercard, Apple Pay, Google Pay, Afterpay, Shop Pay, PayPal.
When will my account be charged for my order?
As soon as we receive your order, our billing agent Shopify Payments, will carry out a standard pre-authorisation check on your chosen card to ensure that there are sufficient funds to process your request. Your card will be charged when your order is processed but may not appear on your statement for up to 48 hours.
How can I purchase a gift voucher?
You can purchase a gift card the same way that you purchase any other product from our store!
How can I use my gift voucher?
An online gift card is emailed to you, and contains:
- The gift card code, used at checkout to redeem the value of the gift card when purchasing a product from elkai.com.au at a later time
- A print button, for obtaining a paper copy of the gift card
- A start shopping button, for quickly navigating back to our store
I’ve lost my gift voucher! What do I do?
Get in touch with our Customer Service Team ASAP at customercare@elkai.com.au – provide the following details including: order number you received when you purchased the gift card and/or email you received and we will do our best to replace it for you!
Will I be charged international transaction fees?
Whether you are charged international transaction fees is dependent on your bank. If you are shopping from outside Australia, the fee will come directly from your bank and is outside of our control.
What is your policy for GST?
GST is included in all our product prices and will not be charged in addition to your order.
Will delivery charge be refunded when a product is returned?
We will usually refund your order amount but not delivery charges. Specific cases may apply where you can request refund of delivery (e.g. when your entire order is wrong/ faulty), however the decision will be made on a case by case basis at our discretion.
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