- Shipping & Returns
Shipping & Returns
Christmas Elves Terms and Conditions
Thank you for visiting Christmas Elves online store. Please note we do reserve the right to accept or reject an order for any reason, including and without limitation; unavailability of product, an error in the price, image, product description, or an error in your order.
Orders are deemed accepted by Christmas Elves upon acknowledging such order or failing to reject such order within 14 days. We can only accept orders from within Australia including Tasmania at this time.
Christmas Elves only lists products purchased that are available for immediate delivery, unless specified on the product page as arriving soon. In most cases we will notify you if a product is unavailable prior to you sending your order. However, in some cases this is not possible, and Christmas Elves may need to cancel part or all of your order, where Christmas Elves establishes that a product is actually unavailable. In such cases Christmas Elves will refund in full all amounts you paid for the unavailable product. Christmas Elves cannot provide rain checks for products ordered online.
Christmas Elves may vary the prices on this website at any time, and prices are subject to change until you have paid in full. Product availability and product prices may vary between our retail stores and those found on this website.
Change of Heart Returns
If you wish to return an item because you have changed your mind about your purchase, Christmas Elves will offer you a store credit, provided that:
- you have contacted us to organise a return of the item within 14 days of receiving your delivery
- you provide a copy of your invoice or packing slip with your return
- it is unworn, unopened, unused and in its original condition
Christmas Elves can not accept the return of clothing due to Health and Safety reasons, however these products can still be returned if the product is faulty or does not match the description.
For change of heart returns, the cost of returning the items is paid by you.
Christmas Elves will accept product returns and provide you with a store credit, refund or repair where:
- The product is faulty or is not of acceptable quality; or
- The product is not fit for its intended purpose; or
- The product does not match the sample or our description; and
- You can present your Christmas Elves invoice, packing slip, or other adequate proof of purchase.
Please contact our online team to request details on how to return an item.
Please note that we only ship within Australia, and there are restrictions on some products. Some products cannot be shipped to PO Boxes or some postcodes.
Please be aware it takes 2-3 business days for orders to be dispatched from our warehouse, however during the busy time of October, November and December dispatch times can increase to 4-5 business days. You will receive an update of your order once it has been marked as shipped.
Generally shipping times are 8 to 10 business days however in some instances it may be longer. We cannot guarantee shipping times, but will keep you updated with the delivery of your Christmas items. You will receive confirmation with a tracking number when your order has been marked as shipped.
When tracking your order, please allow 24-48 hours for tracking information to be lodged with Australia Post or the courier service.
Most orders will be delivered via Australia Post, if your order falls outside Australia Post weight and size limits your order will be sent via Courier.
Please also note that the shipping rates for many items are by weight and size, and includes delivery guarantee covering your order for up to $1000.*
When we are packing and sending, extra care is taken to wrap and protect your items, however in rare instances breakages may happen through the course of postage. In the event of a breakage or damage to your order, please review our returns information above.
When items have been marked as shipped, they become the property and responsibility of the purchaser. If you have selected ATL (Authority to Leave) Christmas Elves holds no responsibility should your order be lost. Providing ATL means you have authorised Australia Post/Courier to leave the parcel without signature.
Please enter your shipping address correctly as once it has been received, and your order has been dispatched we can not alter the address, and you will be charged the applicable postage rate to resend.
Please be aware that re-delivery charges may apply if couriers are not able to deliver your order on the first attempt. If you think this might happen and you are happy to leave your delivery without a signature, please leave a comment on your order with 'Authority to Leave'.
Exceptional Shipping Costs
On rare occasions Australia Post and Courier companies will quote exceptional shipping costs. These are usually to remote areas or for larger products. Also from time to time Christmas Elves will offer Free Shipping or discounts on shipping or sales.
This offer does not extend to customers who live in remote areas and the cost of freight is beyond the acceptable costs. For more information please see our Exceptional Shipping Costs page at www.christmaselves.com.au/free-shipping-and-discounted-offers/.
From January 2017 we are providing all of our customers our Product Delivery Guarantee. Our aim is to get you your products as soon as possible.
This guarantee covers:
- Purchases up to $1000 (Contact Us if you would like to purchase extra cover).
- Replacement for products broken by the delivery company.
- Replacement for products missing during delivery (minimum delivery timeframe applies).
If in the event your delivery is delayed by the courier company or Australia Post, the steps are as follows:
- our team will request an urgent update with the delivery company
- in the event the delivery company advises they can not find your delivery, we will send a replacement of your purchase.
Please note: if your order has been marked with Authority to Leave (ATL) our delivery guarantee is not applicable for deliveries that are missing.