FAQs - General, Shipping & Returns
How can I pay for my order?
We offer many payment options, so there is sure to be one that suits! Visa, Mastercard, Apple Pay, Google Pay and Afterpay.
I’ve just paid for my order, what are the next steps?
Fantastic and thank you! Firstly, check your inbox. You will receive an email confirming your order. Next up, you’ll receive a second email confirming that your order has been packed and is on its way, and of course will include your tracking number.
Please note, orders are shipped Monday to Friday (excluding public holidays). If your order is received by 11am, it will be shipped the same day!
How much will shipping cost?
Great news - we offer free shipping on all domestic orders over $75! If you need it in a hurry, we also offer express shipping for a flat rate of $16.
I would love to buy an Elms+King bag, what warranty period do you offer?
We offer a 12-month warranty (from the date of purchase) on all our products. Our warranty applies to items that have been used under normal conditions and for the intended purpose. It does not apply to damage caused by normal wear and tear, or neglect. All details of our policy are outlined in our Returns Policy.
Oops, my item is faulty, what do I do?
Well, straight off the bat, sorry about that! Please email us at email@example.com with your order number and an image of the issue and we’ll take care of you right away.
In the unlikely event that there is a defect with either the material or workmanship within this time, we will repair or replace the item.
Do you offer returns from your online store?
We know that sometimes you order something online, but when it arrives, something just isn’t quite right. Never fear, as long as it’s within 7 days of purchase and is unused, undamaged and has its original tags attached, just send us an email on firstname.lastname@example.org and we can discuss a return or exchange.
Please see our Returns Policy for more information on returns.
I bought in store with one of your lovely stockists, but it turns out my item is faulty. Can you help?
Aren’t our stockists the best - we love them! If you have purchased in store and have a question or issue relating to your product, they are your first point of contact. You may need to head back in store (with valid proof of purchase) for them to assess their warranty terms. If for some reason this is not possible, we’ll try our very best to help resolve the situation.
My bag is now out of warranty, but I need a new strap. What can I do?
Great news, we now sell our signature 1cm wide PU straps in all our best-selling colours. These are stocked in store with most of our stockists. Please get in touch if you need help finding one.
I have fallen in love with a bag online, but would love to see it, touch it, feel it. How do I find my local stockist?
Too easy, search for your closest stockist via our Stockist Locator.
I bought in store with one of your lovely stockists, am I able to return or exchange it directly with Elms+King?
Our gorgeous stockists are everywhere, you probably have one just around the corner. If you have purchased in store and have a question or issue relating to your product, they are your first point of contact.
FAQs - Materials & Garment Care
I know that Elms+King specialise in PU material, what is this?
Known by many names (Vegan Leather, Faux Leather, Pleather, PU), Polyurethane is a fabric base that has a polyurethane coating. This coating is then stamped with a texture, giving it the look of leather. It has the look and feel of the real deal, but it is not derived from any animal product, and no animals are harmed in its manufacturing.
For more information, please see Our Materials.
How do I look after a PU bag?
PU bags love to be in regular use, and they love to be loved! Remember not to overfill your bag, be careful not to expose it to heat or moisture and take care with things like the use of sunblock or moisturiser on your hands. If you need to store your bag between outings, make sure that it is away from direct sunlight and in a cool, dry place with good air ventilation.
For more information, please see our Care Guide.
Do you use any other materials?
We sure do! We love to explore all the gorgeous materials on offer. We are currently using recycled nylon as well as some beautiful canvas finishes.
The colour of some products look different in your studio vs campaign imagery - why is this?
When it comes to the online representation of product images, we strive to accurately convey the true colour of our products. Our studio images are carefully curated to closely match the actual colour of the product. However, it is important to keep in mind that colours may appear differently on various devices and screens due to the individual user settings.
We understand the importance of providing accurate colour representation, and we do our best to ensure that the images displayed on our website are as close to the actual product colour as possible. Nevertheless, we can not guarantee that the colours displayed on your device will be a perfect match due to the varying settings on different screens.
We recommend that you refer to the product description and review the studio images for the closest representation of the product colour. In addition, we encourage you to contact our customer service team if you have any questions or concerns about the colour of the product before making a purchase.
At the end of the day, our goal is to provide you with the best possible online shopping experience, and we appreciate your understanding of the potential discrepancies in colour representation.
I’ve noticed that you recommend dry-clean only on some of your garments, do I really need to do this?
Ah, basically, yes. We use premium fabrics with a focus on natural fibres. Always make sure that you follow all care instructions exactly, and if they state Dry Clean Only, please follow this to ensure that your garment retains its integrity.
I love my new cashmere blend knit, but it’s pilling a bit. Is this normal?
Aren’t our knits just fabulous! And yes, pilling when the knit is first worn is very normal. Our signature cashmere blend (which is 50% cashmere, 25% merino wool, 25% lyocell) is wonderfully warm and light to wear, but the high cashmere percentage means that you will experience some pilling of the fibres when you first start wearing it. This pilling (the formation of small, soft balls on the knit) is a natural process of the garment “sheading” some of the shorter fibres, and will actually help to make your knit softer. If you notice any pilling on the knit, lay it flat and using a cashmere comb to gently brush the garment. Always remember to follow the instructions of the comb.