Shipping & Returns

AUSTRALIA & NEW ZEALAND:
FREE SHIPPING AND FREE RISK-FREE RETURNS for all orders in Australia & New Zealand
US, UK, Canada, Singapore, Hong Kong, Japan, most Western Europe and Scandinavia, Pacific and south East Asia:
FLAT RATE A$50 SHIPPING
Other regions: 
A$50 FLAT RATE for other regions listed above. 

 

Shipping in Australia & New Zealand

We offer FREE shipping for all orders to Australia and New Zealand

Once you have placed your order you will receive an email letting you know that we have received it loud and clear.

When we ship it (which we will do as soon as we possibly can) you will receive an email which gives you all the information you need to track your gorgeous new goods as they head straight from our hands to your door. 

Orders generally will take 2-4 business days although shipping to Western Australia can take a little longer. 

Orders are shipped to New Zealand through DHL. 

We will attempt to send your goods within these times, however if goods are unavailable delivery will take a little longer. If you wish to query a delivery please contact us at hello@elkieark.com.

If you need it really really quickly (we know, sleep is important) then give us a call or drop us an email at hello@elkieark.com and we will see just what we can do. 

  

Shipping to the rest of this wonderful world

We love our international customers and ship internationally via DHL for a flat rate of A$50 to most destinations including US, UK, Canada, Singapore, Japan, Thailand and Hong Kong, most of the Pacific, Europe and Scandinavia. We ship for $50 in the rest of the world. 

Before we go any further, however, please do check our Size Guide to ensure that the sheets fit your mattress, pillow or quilt.

We are already developing ranges specifically for the UK and US market as we have already had amazing demand, so know that these are on their way if the current sizes don't work for you (there is a fair amount of overlap, but some sizes just aren't quite right)!

If you come from another region, let us know so that we can do all we can to provide for you too. 

We will ship it as soon as we possibly can and you will receive a tracking email from our courier that will help you track your order as it flies across the seas and safely into your hands.  So sit back, have a little nap and we will get it to you as quickly as we can! Please be aware, however, that this can take 3-20 or more working days depending on your location.

We will attempt to send your goods within these times, however if goods are unavailable delivery will take a little longer. If you wish to query a delivery please contact us at hello@elkieark.com.

Sales tax

For all Australian orders, the 10% Goods and Services Tax is included in the price shown.

For international orders please note that you are responsible for paying any fees, customs or taxes required due for products entering the country goods are shipped to. These will be due at the time of or after goods are delivered. Elkie & Ark is not liable for these charges and they will not be reimbursed or refunded. If you are not sure of these charges please do contact the local customs office of the country the goods are being shipped to.  

Please be aware of this in particular if you are sending someone a gift. We hope to be offering local shipping as soon as possible. So if you are from overseas, do drop us a note telling us where you are from so we can make sure we help you as best we can.

 

Returns

We don't want anyone to lose sleep over a change of mind! So if you change your mind for any reason, just let us know and we will sort it out! If our sheets aren't for you then we want you to find something that and not lose any sleep! So just send us an email at hello@elkieark.com within 30 days of receiving your goods making sure you give us your original order number or at least the email /address you used for to make the order so that we can sort it out and send you the return postage details and return shipping slip at no cost to you if you are in Australia. If you are overseas, give us a call and we can see what we can do. As standard, we don't pay for return shipping from overseas but if something has gone wrong we want to make sure you are happy first!

Note that purchase must be in the original condition and packaging and refund policy does not apply to goods which have been worn, washed or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. If you have used your sheets and something has gone wrong or they aren't what you expected, then just let us know immediately (or at least within 30 days!) and we can sort something out!

If returned from overseas, all postage and insurance costs are to be paid by the buyer. We recommend that you return the product via Registered post and that you pre pay all postage. You assume any risk of lost, theft or damaged goods during transit & therefore advise you take out shipment registration of insurance with your postal carrier. Elkie & Ark will not be responsible or parcels lost or damaged in transit. 

Once we have received it in its original condition, we will have a look at it and arrange for a credit note or refund (you choose) for the cost of the item, less any shipping costs incurred at our end. 

Faulty Goods

Alternatively, if the product is in any way faulty (we certainly hope this never happens and go to all lengths to try to ensure it doesn't!), we will refund the full purchase cost including return shipping as quickly as we can.

We have been careful to make sure that the product images and size guides represent the actual products and colours, however, please note that these images and guides are references only and there may be discrepancies in colours, sizes or styles. Exchanges for discrepancy in colour will be treated as a change of mind and our standard refund and exchange terms apply.

 

Authority to leave, incorrect address, missing or returned parcels

If we are unable to deliver your parcel due to an incorrect delivery address, or if the parcel is returned to us as undeliverable, an extra postage fee will apply to send it again or postage will not be refunded. If this occurs, we will contact you to consider your options.

Please note that if you note on your order giving permission to leave or authority to leave orders, including saying similar to "Please leave items...", we do not take responsibility for these once they have been delivered. We do not offer refunds on missing items that have been marked by the courier, Australia Post or DHL as ‘delivered’.

For further details please also see our Terms & Conditions.

 

Anything else you would like to ask?

We love to chat and to hear your feedback, so please email us at hello@elkieark.com or head to our Contact Page.