RETURN POLICY
Returns & Refunds
Eliza & Lea
Your satisfaction matters to us. If something isn't quite right, we want the return process to be clear and straightforward — and this policy sits alongside, not instead of, the rights you already have under Australian law.
Return Window
We accept returns within 30 days of the delivery date.
Conditions for Returns
- Items must be unused, unwashed, and undamaged, with all original tags and packaging intact.
- Trying items on to check fit is completely fine — visibly worn, altered, or washed items aren't eligible for a change-of-mind refund.
How to Start a Return
To start a return:
- Email us at info@eliza-lea.com within 30 days of delivery.
- Include your order number and the reason for your return.
- Our team will reply within 2 business days with instructions and a return authorisation.
Please wait for our confirmation before sending anything back — this makes sure your return is logged correctly and processed without delay.
Return Shipping
Eliza & Lea works with international fulfilment partners. All approved change-of-mind returns must be shipped to the return address below — please copy it exactly to avoid delays.
| Attention / Company: | Liu Changxing |
| Street Address: | No. 2 Freight Elevator, West Side of the 3rd Floor, Upstairs, Yuantong Express, No. 409, Suxi Yiwu Town |
| Province: | Zhejiang |
| State: | Zhejiang |
| Zip / Postal Code: | 310000 |
| Country: | China |
By placing an order with Eliza & Lea, you acknowledge and agree that any eligible return will be shipped to this address, as set out in our Terms and Conditions. This address is also confirmed in your return authorisation email.
- For change-of-mind returns, return shipping costs are the customer's responsibility.
- Any customs duties, export fees, or carrier surcharges on the return shipment are also the customer's responsibility.
- We're not able to provide prepaid return labels, as costs depend on your carrier, location, and parcel weight.
- We recommend using a trackable shipping service — we're unable to issue a change-of-mind refund for a return parcel that goes missing in transit.
International return shipping is a fair thing to weigh up before you order — our team is always happy to help you think it through or talk about alternatives.
Refunds
Once your return arrives and is inspected and approved at our facility, we'll process your refund to your original payment method within 14 business days. You'll get an automatic email confirmation once it's issued.
Damaged, Faulty, or Incorrect Items
If your order arrives damaged, faulty, or isn't what you ordered, contact us within 7 days of delivery with clear photos. We'll arrange a replacement or full refund at no cost to you — in most cases without needing the item sent back.
Your Rights Under Australian Consumer Law
Nothing in this policy limits or replaces the consumer guarantees you're entitled to under the Australian Consumer Law (ACL). Regardless of the return window or conditions above, if an item is faulty, not fit for purpose, or significantly different from how it was described, you're entitled to a repair, replacement, or refund — and in that case, we'll also cover reasonable return shipping costs.
The 30-day window, condition requirements, and customer-paid return shipping described above apply specifically to change-of-mind returns, not to items covered by a consumer guarantee.
Contact Us
Eliza & Lea is operated by DGTL-ASPECT (Chamber of Commerce / KvK 75668416, VAT NL002331229B15), registered at Charlotte van Pallandthof 49, 1628 ZH, Hoorn, The Netherlands.
Email: info@eliza-lea.com
Website: www.eliza-lea.com