1. Home
  2. Refund policy

Refund policy

Eels Official Store do offer 30 day returns on all orders. If you change your mind, or if a product is not suitable, the item can be returned for a store credit or product exchange.

You can return your item (excludes perishable items, jewellery, personalised products, and swimwear) within 30 days of purchase for a store credit or exchange if: 

  • - you have the original receipt to supply,
  • - the item is unused and in its original, re-sellable condition,
  • - and the original tags are still attached,
  • - is unwashed
  • - is/wasn't a sale item.

To organise the return of an item please refer to the Returns Guide below.

If the above conditions are not met your item(s) will be sent back to you with no following action.


If you believe that your product has a major fault please contact the Eels customer service team on 1300 258 346 . You will be required to provide proof of purchase (ie. your receipt), along with photos of the faulty product and/or we may require you to send the item back for assessment. A major problem is when the item:

  • - Has a major fault that would have stopped you from buying if you knew about it;
  • - Is unsafe;
  • - Is significantly different from the sample or description;
  • - Doesn’t do what we said it would do and can’t be easily fixed.

Following assessment, if your item is deemed to have a major fault you will be able to choose from a full refund, store credit or exchange. If the fault is not major, we will endeavour to repair the item within a reasonable timeframe. If it cannot be repaired in a reasonable timeframe you can choose a refund or replacement.

More information on Australia Consumer Law found at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund


We are unable to exchange items for a different size or style after your order has been placed. If you wish to swap the size or style for an online order. Please contact Customer Service to organise a return of your product, an exchange will be actioned once the product is received back in original condition.  

Please get in contact with our customer service team to initiate your exchange.


To return an item please follow these steps: 

1. Print and complete your return form HERE

2. Enclose your return item(s), receipt, completed returns form in a suitable postage bag 

3. Affix your return label 

4. Take your parcel to the nearest post office, or drop it into your nearest red Australia Post Box 

If all terms and conditions are met, once your item is received your return will be processed within 48 hours, please allow additional time for shipping or processing.