Refund policy

At eilm, we want you to feel as confident as you look. If you are not 100% satisfied with your purchase, we are here to help.

1. 30-Day Return Window You have 30 days from the date of delivery to request a return or exchange for full-priced items.

2. Condition of Items (Strictly Enforced) To be eligible for a return, items must be:

  • Unworn, unwashed, and in original condition.

  • Complete with all original tags and original packaging (including frosted bags/pouches).

  • Free from any stains (makeup, deodorant), odors (perfume, sweat), or pet hair.

  • Note: For hygiene reasons, sports bras and leggings must be tried on over undergarments. Items returned in poor condition or without original packaging may be rejected or subject to a restocking fee.

3. Change of Mind Returns (Full-Priced Items Only) We do not offer cash refunds for "change of mind." Instead, we provide:

  • Store Credit (Valid for 12 months)

  • Size/Color Exchange (Subject to availability)

  • Shipping Costs: The customer is responsible for all return shipping costs. Please note that original shipping charges are non-refundable.

4. Sale & International Dropshipping Items (Final Sale) The following items are strictly NOT eligible for return, exchange, or store credit:

  • Sale Items: Any items purchased on sale, including promotional codes, flash sales, and clearance.

  • International Dropshipping Items: All products shipped via dropshipping to countries outside of Australia.

  • Discount Codes & Points: Reward points and discount codes are for one-time use only and will not be restored if the item is returned.

5. Return Shipping & Tracking

  • 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. Please keep your tracking number as proof of postage.

6. How to Request a Return (Process & Assessment) To initiate a return, please email hello@eilm.shop with the following information:

  • Full Name

  • Order Number

  • Reason for Return (and 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.

7. Faulty or Incorrect Items 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 care instructions (e.g., incorrect washing).

  • eilm reserves the right to assess the item before confirming a fault.