Refund and Returns Policy

Last updated 24 August 2026

We want you to love what you buy or hire from Elvigo Fashion. This policy explains your options for returns, exchanges, refunds and dress hire. It works alongside — and does not limit — your rights under the Australian Consumer Law.

Change-of-mind returns

If you have simply changed your mind about a purchase, we are happy to offer an exchange or store credit when you return the item within 14 days of receiving it, provided that it is:

• unworn, unwashed and undamaged, with no marks, alterations or odours;
• in its original condition with all tags and any hygiene stickers still attached;
• returned with proof of purchase (your order number or receipt).

We recommend trying pieces on carefully, over clean clothing and without makeup, fake tan or perfume. We may decline a change-of-mind return if the item is not in a re-saleable condition.

Items we cannot accept for change of mind

For hygiene reasons or because of their nature, the following cannot be returned for change of mind (your Australian Consumer Law rights still apply if they are faulty):

• earrings and other pierced jewellery;
• altered, customised or made-to-order pieces;
• sale, clearance and “final sale” items; and
• gift cards.

Faulty, damaged or incorrect items

Please check your order as soon as it arrives. If an item is faulty, damaged in transit, or not what you ordered, contact us within 7 days of delivery with your order number and a photo of the issue. We will make it right by arranging a repair, replacement or refund in line with the Australian Consumer Law, and we will cover the return postage for faulty or incorrect items.

How to return an item

To start a return, email us at info@elvigofashion.com.au with your order number and the reason for your return. We will confirm the details and give you return instructions. You can also return an item in person at our Monterey showroom by appointment.

For change-of-mind returns, you are responsible for the cost of return postage. Please use a tracked service and keep your tracking number, as we cannot be responsible for returns that are lost or damaged on their way back to us.

Refunds and timing

Once we receive and inspect your return, we will let you know whether it is approved. Approved refunds are processed to your original payment method within 5 to 10 business days. Your bank or card provider may take a little longer to show the funds in your account. Original shipping charges are not refunded for change-of-mind returns.

Exchanges

Exchanges are subject to availability. If the size or style you want is not available, we will offer you a store credit instead.

Dress hire — returns and charges

Dress hire is a short-term rental, not a sale, so different terms apply.

Cancellations and change of mind

You may cancel a hire booking for a full refund up to 7 days before your hire start date. Within 7 days of the start date, or once the dress has been dispatched, the hire fee is non-refundable, because we have reserved that piece for your date and turned away other bookings.

Fit and sizing

We strongly recommend booking a fitting before your event. If your hire dress does not fit when it arrives, contact us within 48 hours of receiving it and we will do our best to arrange an alternative or a credit, subject to availability. Because occasion pieces are booked for specific dates, we cannot guarantee a replacement at short notice.

Cleaning, damage and late returns

• Cleaning is included — please do not attempt to wash or dry-clean the dress yourself.
• Normal, light wear is expected and fine. You are responsible for damage beyond normal wear, and for the full replacement cost if the dress is lost or not returned.
• The dress must be returned by the agreed return date. Late returns may incur a late fee until the dress is returned, so please post it back on time using a tracked service.

Fitting and styling appointments

Fitting and styling appointments are booked and paid for online. If you need to change your appointment, please give us at least 24 hours notice so we can offer the time to another client. Booking fees are non-refundable for missed appointments or cancellations made with less than 24 hours notice.