Customer Care

How can we help you?

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Orders

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Payment

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Delivery

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Easy Returns

Orders

How long does it take to receive my order?

I am an Australian customer:

  • Please allow 3-7 business days for domestic deliveries.
  • Deliveries cannot be made to post office boxes.

I am an International customer:

  • Please allow up to 14 days for international deliveries.
  • Deliveries cannot be made to post office boxes.

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.

Can I amend or cancel my order after I've placed it?

We ship within 48 hrs. You cannot make any change or cancel your order once you've placed it. Just return the unwanted item once you have received it. You can then either exchange it for FREE or you can cancel it and request a refund for your Return (Products must be eligble for returns or exchange). Cancellation requests will be treated as a Return. For more information on our Easy Returns, Refunds and Exchange policy, please click here.

Can I return an item for an exchange instead of a refund?

You can exchange an item for FREE! (Products must be eligble for returns or exchange).

  • One item per client per order can be exchanged.
  • No restocking fees with your eligible exchange.
  • Shipping charges will apply to the new order.
  • Any balance remaining after your exchange will be refunded into your account method you have payed with.

For more information on our Easy Returns, Refunds and Exchange policy, please click here.

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. If your order contains multiple items, we may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything. 

If an item is missing, please contact us at orders@elly-k.com.au with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can. We will provide you with an estimated arrival date if one is available for your backordered item. You will then have the choice to wait for your item or cancel it for a full refund.

For international customers, we will not do partial shipping of the order outside of Australia. 

I'm missing an item from my order, what do I do?

If your order contains multiple items, we may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.

If an item is missing, please contact us within 48 hours at orders@elly-k.com.au with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

I’ve received an incorrect, faulty or damaged item from my order, what do I do?

As soon as you discover an incorrect, faulty or damaged item, please contact us at orders@elly-k.com.au within 24hrs with:

  • Your order number
  • The incorrect, missing, faulty or damaged item’s name and number
  • A description of the fault

We will strive to get back to you within 24 hours and we will provide you with a new item or a full refund. We may ask you to return the incorrect or damaged item back to us at our cost.

What is a faulty wig?

Your wig will be considered faulty if there a manufacturing fault occurs within 30 days of purchase.

  • Wigs damaged as a result of wear and tear are not considered to be faulty.
  • Wigs damaged as a result of bad, incorrect or no care are not considered to be faulty.

Payment

Shop Securely

Shop securely with us onlinr. We accept Visa, Mastercard and Amex.

Visa Card Master Card 

All Credit Card charges will appear as Wigs by Haircreations Ltd.

If your card is not authorised, payment will not be taken, and we'll email to let you know your bank or card issuer wouldn't authorise the payment.

All our prices are in Australian dollars (AUD) and include GST.

For our international customers: Elly-K is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use when charging in your country’s currency.

Will my parcel will be charged customs and import charges?

For International customers only:

Parcels sent to our international customers outside Australia 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.

We have no control over these charges and we can’t tell you what these costs would be as these vary widely from country to country. You can check this with your local customs office before you order.

When will my account be charged for my Elly-K order?

If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we'll email to let you know your bank or card issuer wouldn't authorise the payment.

Please remember that even if a payment isn't authorised, it may look like Elly-K has still taken the money as some card issuers may still reserve the money, for a short period of time.

It may take up to 10 days for your bank or card issuer to make your funds available to you again.

Deliveries

Where is my order?

You can track your order using a tracking link that we will email you with your order confirmation. The link will bring to you directly to the website of our fast courier company where you can check the status of your order on its way to you. If your estimated delivery date has passed and you haven’t received your order click on the trackable link to check where your order is or contact us at orders@elly-k.com.au with your name and order number here so we can help you further.

You will also find your order number in your order confirmation. Save it for quick customer service if you should have any problems with your order.

You can also view the status of your order by signing into your account if you have created an account.

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 is arranged for delivery.

Delivery icon   Free deliveries within Australia

I am an Australian customer:

  • Enjoy 100% free delivery within Australia for orders over $150: For orders below $150, delivery is $13.95.
  • Please allow 3-7 business days for domestic deliveries.
  • Deliveries cannot be made to post office boxes.

I am an International customer:

  • Deliveries to outside Australia $47.99.
  • Please allow up to 14 days for international deliveries.
  • Deliveries cannot be made to post office boxes.

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 to check where your order is or contact us at orders@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 is arranged for delivery.

Shipping Delays

Shipping delays may occur due to holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. If you need additional information, please email us at orders@elly-k.com.au with your name and order number.

RETURNS, Refunds and Exchange for wigs and headwear

Exchange Policy

You can exchange a product for FREE! (Products must be eligible for returns or exchange - See below the paragraph called "Eligible products for return or exchange"). 

  • WIGS: Only one wig per order may be exchanged (or returned). For this reason, we do not recommend ordering mulitple wigs with the intention of keeping only one of them. If you are unsure of your selections, we recommend calling our Team of Experts to assist you in your selection prior to placing your initial order. They are here to help and it's free!
  • HEADWEAR: You can exchange several headwear products per order.
  • The item must be returned, in pristine condition, within 7 days of receiving your original order.
  • No restocking fee.
  • Just complete the Exchange/Return form that you will find in your parcel and return it to us with your item. 
  • Shipping charges will apply to the new order.
  • Any balance remaining after your exchange will be refunded into your account method you have paid with.

Return Policy

If your are not completely happy with your purchase, we will gladly refund you if the following conditions are met:

WIGS and HEADWEAR:

  • Only one wig per order may be exchanged (or returned). For this reason, we do not recommend ordering mulitple wigs with the intention of keeping only one of them. If you are unsure of your selections, we recommend calling our Team of Experts to assist you in your selection prior to placing your initial order. They are here to help and it's free!
  • HEADWEAR: You can exchange several headwear products per order.
  • The item must be returned, in pristine condition, within 7 days of receiving your original order.
  • No restocking fee.
  • Every item returned is carefully received, examined, and repackaged with significant time and costs involved. We recommend contacting our Team of Experts to assist you in your selection prior to placing your initial order.
  • Just complete the Exchange/Return form that you will find in your parcel and return it to us with your item. 
  • After we receive your return, we will issue a refund.

Which products are eligible for returns or exchange?

Eligible products for return or exchange:

  • must be returned in new condition, in the original manufacturer's condition and packaging with tags still attached.
  • is unused, not worn or altered or brushed or cut or had any contact with food smells, hair spray, gel and perfume or cigarette odours.
  • the item must be returned within 7 days of receiving your original order.

Please note customers are responsible for the cost of postage for all returns or exchanges. Each wig undergo a full quality and hygiene inspection upon their return. We try hard to accept all returns. However, if an item is returned to us in an unsuitable condition or is not eligible for return, we will email you regarding your options:

  1. Returning the item to you at your cost.
  2. Item will automatically be donated  to the Cancer Council Australia 10 days after receipt if no contact from the client is made.

Ineligible products for return or exchange:

  • Discounted and clearance products, special offers
  • All accessories

If a client repeatedly returns or exchanges products, we reserve the right not to supply future goods to the individual concerned.

NOTE: A wig hygiene cap liner is provided with every wig order for use when trying on the wig. Use of this cap liner helps to maintain the product's eligibility for exchange/return.

Multiple Orders

Limit of three wigs per order.

 

I am an Australian customer. How do I return something to you

You can return any eligible product for a refund, within 7 days of receiving your original order. Sending back your item is easy: include the return form and invoice along with your item that you will find in your parcel. Then book your return online and choose from either:

Parcel Point logo

  • ParcelPoint our cheapest returns method, this is a trackable returns service at hundreds of local stores, open 7 days and later for your convenience. 

or

  • Australia Post Office - take your parcel to any post office and return it using a trackable service. Retain your tracking number. Postage costs will vary depending on your location and the weight of your parcel.

For both returns methods, simply follow these steps below:

Go to http://parcelpoint.com.au/elly-k/return and follow the online process to choose a convenient return, book your return and print a shipping label. You can choose to return your parcel at a ParcelPoint store or any post office:

  • Package your item(s) into the original parcel packaging or suitable new packaging with the return form and invoice.
  • Attach your return label onto the parcel, ensuring any original delivery labels are covered.
  • Post your parcel to us, by taking it to your local ParcelPoint store or post office.

Post your package to:

Elly- K Returns
c/- Seko Omni-Channel Logistics
11 Bumborah Point Road
Port Botany NSW 2036
Australia

We’ll send you an email as soon as we’ve received your return in its original condition. Upon receipt, we aim to have all eligible refunds processed within 5 business days.

Please ensure you obtain proof of purchaseAll returns sent using the ParcelPoint returns option are tracked and include email proof of sending. You can track your ParcelPoint return parcel here. If you chose to return your item via the post office, please ensure you use a trackable service.

The parcel remains your responsability until it arrives with us and you'll need to cover the postage costs yourself.

 

I am an International customer. How do I return something to you?

You can return any eligible product for a refund, within 7 days of receiving your original order. Sending back your item is easy. Simply follow these steps below:

  • Include the Return Form and invoice along with your item. Click here to see eligible products for return
  • Package your item(s) into the original parcel packaging or suitable new packaging with the return form and invoice.
  • Return your parcel using any postal service. You'll need to cover the postage costs yourself.

Post your package to:

Elly- K Returns
PO Box 68932
Newton
Auckland 115
New Zealand

We’ll send you an email as soon as we’ve received your return in its original condition. Upon receipt, we aim to have all eligible refunds processed within 5 business days.

It could take up to 21 working days (excluding weekends and public holidays) for your return to be delivered back to us, depending on your location and which postal service you use.

The parcel remains your responsibility until it arrives with us - remember to ask for proof of postage, so if your parcel goes missing in the mail, you’ll have proof you’ve sent it.

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

No Problem! Call us on Toll free 1800 427 485 (see the hours on our contact page) or email us at hello@elly-k.com.au