Customer Services

Frequently Asked Questions

GENERAL QUESTIONS:

How do I contact customer service?

If you have any questions, concerns or requests please contact us at care@byelora.com at any time. We will reply to you within 2 business days. All emails from customers are treated with upmost priority.

How do I make a purchase?

Simply browse our shop and categories, select your item and follow the prompts to select the right size and click “ADD TO BAG”. Now you can either press “PROCEED TO PURCHASE” from the drop down shopping bag or keep browsing. When you are ready to proceed, you can click the shopping bag (top right hand corner) and select “PROCEED TO PURCHASE”. For your order to be processed, you must register for an account with us. Through the checkout process, you can check and confirm your order before you pay.

Do I need an account to make an order?

Yes you need an account to shop on BY ELORA. Creating an account is very easy, just an email address and a password and you’re ready to purchase items in the shop. You can quickly create or log into your existing account just before you pay for your item.

What payment methods do you accept?

We accept credit and debit card payments from Visa, Masterard, AMEX and also PayPal account payments. All returns will be refunded to the original payment method. (All Visa/MasterCard/Paypal/Amex)

What currency do I pay in?

All purchases are applied in Australian Dollars (AUD).

Is my information safe?

We do not share information with any third party providers, and we do not store credit card information on BY ELORA, all information is used for the transaction at the time it is supplied and not stored. We have gone to great measures to ensure all your details are secure with us. All payments are processed using Secure Sockets Layer (SSL) to ensure your payment details are encrypted with global benchmark security.

How do I know if clothes will fit me?

At BY ELORA, every item is individually measured and this information is supplied on the product detail page under “size guide”. Please refer to the size guide for each product. Please note you are also welcome to purchase products and try each garment as long as all tags are attached and garment is returned within 28 days, we are more than happy to accept returns for these if you are not 100% delighted with the product.

What happens if I change my mind?

Please see the Returns / Exchanges page.

 

SHIPPING/DELIVERY

Where do you ship?

We ship Australia wide and Internationally.

How much is shipping?

Shipping in Australia : USD $20.

International Shipping : USD $50.

How long will it take for my item to arrive?

Australian orders can take from same day to 3 days for delivery, depending on where in Australia you are located. International deliveries can take from 2 – 5 days.

Do I need to sign for my order?

Yes all orders must be signed for at the place of delivery. In case you are not around when your item is delivered, a note will be left where you can contact the shipping company to arrange a new drop off time.

How do I track my item?

Once an order is placed and the package is shipped, a tracking code will be sent to you by the shipping company so you can track your package whenever you want.

What duties and taxes do I have to pay?

If you are shipping within Australia a 10% duty will be levied on all products.

If you are shipping outside Australia no GST or duties are applied. As the recipient, you will be liable for all import duties, customs and local sales taxes levied by the country you are shipping to. Payment of these amounts may be necessary to release your order from customs on arrival. To avoid disappointment we suggest you speak to a customs officer in the country of delivery before you order.

 

REFUNDS/EXCHANGES

Do you give refunds?

You can return any BY ELORA product within 28 days of receiving it, as long as all tags are still attached to the product and it is mailed back to the following address undamaged, unworn and in all original packaging.

Do you give exchanges?

At this stage we do not offer exchanges, however you can mail your item back to us for a full refund and make another purchase for the new item you would like in its stead. Remember we offer free shipping for items to you!

What if the item is faulty?

It is highly unlikely that any products are faulty, as our quality control team screens them before they are dispatched. In the event there is a problem, please immediately contact customer service at care@byelora.com. We will reply to you within 2 business days.