Tracking Your Order & Delivery

TRACKING MY ORDER

Where is my order?

  • Once your order has shipped, you will receive email updates from us with shipping and tracking information to the email address you used to place your order.

Cannot find what you are looking for or have any questions?

DELIVERY

I am an Australian or New Zealander customer:

  • Please allow 3 – 7 business days for deliveries.
  • Deliveries cannot be made to post office boxes or parcel collect addresses.

I am an International customer:

  • Please allow up to 14 days for international deliveries.
  • Deliveries cannot be made to post office boxes or parcel collect addresses.
  • All international orders may incur taxes and duties applied by customs in the country where the order is delivered. Any duty and taxes incurred in the country of destination are the responsibility of the customer.

What should I do if my order hasn’t been delivered yet?

  • If your estimated delivery date has passed and you haven’t received your order click on the trackable link in the email updates to check where your order is or contact us at hello@elly-k.com.au with your name and order number here so we can help you further.
  • IMPORTANT NOTE: Our delivery will require a signature upon delivery. If there is no one at the delivery address a calling card will be left and the order will be returned to the depot until a new convenient day and time are arranged for delivery.

Can I cancel or edit my order?

  • As soon as you place your order, we’re on it – we know you need it fast! This means we will not be able to make any changes as it’s already being processed. Return unwanted items for a refund when they arrive and place another order. Refunds are subject to the conditions of our Return Policy.

Can I exchange a product?

  • Unfortunately, we don’t exchange products. Return unwanted items for a refund, and then place a new order. Refunds are subject to the conditions of our Return Policy.

What if my product arrives damaged or defective, or isn’t what I ordered?

If you have received a damaged, defective, or the wrong product, please contact us at hello@elly-k.com.au with your order number. To help us get this fixed for you ASAP when you first contact us please include the following information:

  • Your name
  • Order number
  • Product name and code
  • Ideally a Picture of the fault and Description of the fault

Please keep in mind that wigs damaged as a result of wear and tear are not considered to be faulty and wigs damaged as a result of bad, incorrect or no care are not considered to be faulty.

Out of Stock / Backordered Items

  • If the item you have ordered happens to be out of stock, you will be notified by email. You then have the choice to wait for your item to ship or cancel it for a full refund of the value of the item.

Cannot find what you are looking for or have any questions?