FAQ

Our customer service team is available Monday to Friday from 9.00am to 17.00pm (QLD, Australia) to answer any questions you may have. Contact them here.

QHAS MY ORDER BEEN SHIPPED?

AOrders placed before 2pm AEST on weekdays are shipped that day. You will receive a shipping confirmation email as the order is processed through our despatch system and this email will have a link to Track Your Order. Tracking data will not update until later that night, and on weekdays, so don’t be worried if your tracking link doesn’t work right away. If you have any further questions regarding shipping, please visit our shipping page or contact customer service at orders@au.elementbrand.com

QCAN I RETURN OR EXCHANGE ANY ITEM I PURCHASED FROM THE ONLINE STORE TO ANY Element RETAIL STORE?

AWe’re sorry, but you cannot return or exchange an item in the retail store. The online store is managed separately but you can return or exchange a full priced item for up to 100 days after purchase by sending the product back to: Element Online Store, Locked Bag 7 Gold Coast, QLD, 9726

QI AM TRYING TO LOCATE MY ORDER. HOW DO I TRACK DELIVERY?

AOrders placed before 2pm AEST on weekdays are shipped that day. You will receive a shipping confirmation email as the order is processed through our despatch system and this email will have a link to Track Your Order. Tracking data will not update until later that night, and on weekdays, so don’t be worried if your tracking link doesn’t work right away. If you have any further questions regarding shipping, please visit our shipping page or contact customer service at orders@au.elementbrand.com or phone +61 7 55  070 963 .

QHOW LONG WILL MY ORDER TAKE TO ARRIVE?

AOrders placed before 2pm AEST are normally delivered within 1-3 business days if you chose the Express shipping option. The Regular Shopping signature service normally takes 1-5 business days. You can track the status of your delivery using the Track Your Order link in your shipping confirmation email. For more detailed information on our shipping options please visit our shipping page.

QI ORDERED THE WRONG STUFF! WHAT DO I DO?

AOnce you place an order on Element’s online store you cannot make changes through the online store. Please call us as soon as possible so we can attempt to correct your order before the goods ship. For assistance please email orders@au.elementbrand.com.

QTIMING OF BILLING

AYour credit card will only be charged once your order has shipped. Most orders ship within two days of receiving your order. You will receive a shipping confirmation email once the order has shipped from the warehouse.

QI HAVE SENT SOME ITEMS BACK FROM MY ORDER? HAVE YOU RECEIVED THEM?

AIf you return your items Express Post they will normally arrive the next day and be processed that day for exchange or refund. You will receive an email from our returns department to notify you the return has been processed. Please check your inbox to see if you have received this email from us. Returns sent via regular post can take 1-14 days in some cases, so please allow at least 7 days for us to receive your goods before contacting.

QMY ORDER NEVER ARRIVED?

APlease contact customer service at orders@au.elementbrand.com  or dial +61 7 55 070 963.

QI NEED TO RETURN A PRODUCT, HOW DO I DO THAT?

AAll items must be in new and unused condition, and must be sent back with all original packaging, tags attached and the return section on the bottom of your invoice (shipped with your order) completed. If you are unsure of how the process works you can contact our customer service team for assistance at orders@au.elementbrand.com.

QWHAT IS A CSC CODE?

AA card security code is an added safeguard for your credit card purchases. For most online credit card purchases from us, the security code is required information. For Mastercard and Visa your identification number is the 3-digit number found on the back of your credit card near the signature panel. For American Express your identification number is the 4-digit number found on the front of your credit card.

QIS YOUR SITE SECURE?

AOur secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use.