eilm Help Centre & FAQ
Orders & Payments
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex) along with Shop Pay, Apple Pay, and Google Pay through our secure checkout.
Please note: We currently do not offer Buy Now, Pay Later (BNPL) services such as Afterpay or Zip.
I forgot to add my discount code. Can you apply it after I've placed my order?
Unfortunately, once an order has been placed and payment has been processed, our system does not allow us to manually apply discount codes or reward points retroactively. Please save your code to use on your next beautiful eilm purchase!
Can I cancel or change my order after it's been placed?
At eilm, we work quickly to pick and pack your order so you can receive it as soon as possible. If you need to change a size/colour or cancel your order, please email hello@eilm.shop immediately. We can only process these requests before your order is dispatched. Once your order has left our warehouse, you will need to follow our standard returns process for a store credit or exchange.
I entered the wrong shipping address. What should I do?
Please reach out to our customer care team at hello@eilm.shop immediately with your correct address. If your order has not been dispatched, we can update it for you.
If your order has already been dispatched, eilm cannot change the address. You will need to contact the courier (e.g., AusPost, DHL) directly to request a redirection.
Please note: eilm is not liable for delayed, misdelivered, or lost parcels due to incorrect addresses provided at checkout. If the parcel is returned to us, the customer is responsible for any redelivery fees.
Shipping & Tracking
My tracking says 'Delivered', but I haven't received my parcel.
eilm is not responsible for lost or stolen parcels once they have been marked as 'Delivered' by the courier. If you cannot locate your parcel, please contact the courier (e.g., AusPost, DHL) immediately to lodge an investigation. We also do not take responsibility for delays in transit caused by the courier.
Will I have to pay international taxes and duties?
Yes. For all international orders (including international dropshipping) outside of Australia, the recipient is responsible for any customs duties, import taxes, and clearance fees required by the destination country. If a parcel is returned to us due to unpaid duties, the original shipping cost and any return fees will be deducted from your store credit.
Products & Care
How do I wash and care for my eilm items?
To keep your pieces looking and feeling their best, we strongly recommend washing your activewear on a cold, gentle machine wash inside a wash bag.
- Do NOT use fabric softener or bleach.
- Do NOT tumble dry, iron, or dry clean. Hang to dry in the shade.
Damage caused by incorrect washing or care (such as peeling logos, fabric pilling, or shrinking) is not considered a manufacturing fault.
When will an item be restocked?
Restock dates vary depending on the product. The best way to stay updated is to sign up for 'Notify Me' on the specific product page and follow our Instagram for the latest drops and announcements!
Returns & Exchanges Policy
How long do I have to return an item?
You have 30 days from the date of delivery to request a return or exchange for full-priced items.
Can I get a refund if I change my mind?
We do not offer cash/card refunds for a "change of mind" or incorrect size selection. Instead, we offer the following options:
- Store Credit: Valid for 12 months at eilm.
- Exchange: Size or colour exchange (subject to stock availability).
Can I return items I've tried on?
Yes, to check the fit, but our return conditions are strictly enforced. To be eligible for a return, items must be:
- Unworn, unwashed, and in their original condition.
- Complete with all original tags attached and in their original packaging (including frosted bags/pouches).
- Free from any stains (makeup, deodorant), odours (perfume, sweat), or pet hair.
- Hygiene Note: For hygiene reasons, sports bras and leggings MUST be tried on over undergarments. (Items returned that do not meet these conditions will be rejected).
Are there any items that cannot be returned? (Final Sale)
Yes. The following items are strictly NOT eligible for return, exchange, or store credit:
- Sale Items: Any items purchased on sale, including those bought with promotional codes, flash sales, and clearance items.
- International Dropshipping Items: All products shipped via dropshipping to countries outside of Australia.
- Note: Reward points and discount codes are for one-time use only and will not be restored if an item is returned.
Return Process & Faulty Items
How do I request a return or exchange?
To initiate a return, please email hello@eilm.shop with your Full Name, Order Number, and Reason for Return (Please attach photos if the item is faulty). Once your return is received at our warehouse, please allow 3–5 business days for our team to inspect the items and process your store credit or exchange.
Who pays for return shipping?
The customer is responsible for all return shipping costs for a change of mind or size exchange. Original shipping charges are non-refundable. Customers must use a trackable shipping service for all returns. eilm is not responsible for any return packages that are lost or damaged in transit.
Will I be charged a restocking fee?
Items returned in poor condition, requiring extra processing, or returned without their original packaging (e.g., missing frosted bags) may be subject to a restocking fee, which will be deducted from your store credit.
What if I receive a faulty or incorrect item?
In accordance with Australian Consumer Law (ACL), you are entitled to a refund, repair, or replacement if a product has a major failure, is faulty, or does not match the description.
- Exclusions: Items will not be deemed faulty if the issue is caused by normal wear and tear, misuse, or failure to follow the care instructions provided. eilm reserves the right to assess the item before confirming a fault.