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FAQs

Home  >  FAQs

I am having problems with the website...who can I talk to?

Please contact Customer Service and we will help you!

The Elk office is open Monday to Friday 9.30am to 5.30pm.

ph: +61 3 9478 1800
customerservice@elkaccessories.com.au

Where can I buy Elk in my area?

Elk is stocked in 400+ independent retailers within Australia and overseas.

Search for your local stockist by using this link  http://www.elkaccessories.com.au/stockists

Alternatively, contact Customer Service on ph: +61 3 9478 1800 or customerservice@elkaccessories.com.au and include your postcode or city you live in so we can send you a list of Elk stockists closest to you!

Please note: Not all Elk stockists carry the full Elk range, however most are happy to place a special customer order for you.

What are the Elk retail store opening hours?

You can visit our Elk retail store at:
395 Plenty Rd
Preston VIC 3072 Australia

Our opening hours are:
Monday - Friday 10am - 6pm
Saturday 10am - 5pm

Where are Elk products made?

Elk is proudly designed in Melbourne, and the range covering fashion, jewellery, textiles, footwear, and accessories uses fine quality raw materials sourced from all over the world. 

Elk is committed  to working with small manufacturers whose traditional skills and techniques guarantee authentic, high quality production. We enjoy a close working relationship with our selected suppliers, and visit them on a regular basis to source new materials and keep up with new manufacturing techniques.

Elk product "made in" details:

  •  seedlings range of sterling silver is handmade in Melbourne using traditional jewellery techniques.
  •  wood jewellery is handmade in the Phillipines, from mango wood and white wood, both of which are a sustainable crop. Pieces are handmade by a small family manufacturer who specialise in wood working techniques.
  • resin jewellery has been developed closely with a manufacturer in the Philippines specialising in resin with a warm handfeel and unique colour range and finish.
  • cast sterling silver is rhodium plated, and made in Thailand.
  • leather shoes are made in either Italy and China.
  • leather handbags, belts and wallets are made in India.
  • silk, cotton and knitted garments made in China


 Elk supports the following organisations:

UNICEF - Elk is proud to be a Platinum Champion for Children
GO GREEN - Elk is a member of the Go Green organisation ensuring all timber is sourced from sustainable plantations.
 

For more information about Elk's materials click on "What are Elk's products made from" in FAQs

For pictures of the jewellery being made go to behind the scenes and click on sneak peek!

What is Elk jewellery made from?

Elk has put a lot of care into sourcing beautiful materials for all of our products. Below is a brief description of the materials used to make your Elk items.

Wood jewellery

Our wooden jewellery is made in the Phillipines from Mango Wood or White Wood, which comes from the Mangifera species. Wood at the centre of these trees, called heartwood - can be pinkish, light or dark brown, or golden with occasional dark streaks. It is easy to work with, particularly when finishing and polishing. With its limited lifespan for yielding the best fruit, the trees are cut down. On sustainably managed farms, mango trees are replaced every 7 - 15 years with the barren tree providing farmers with extra income, making it a sustainable source for hardwood. Elk uses natural vegetable dyes to achieve the colours of our wood jewellery, and each piece is finished with a wax polished surface to protect it's colour and surface.

Each wooden piece is hand-strung onto waxed cotton or leather look cord by skilled makers, and finished with nickle-free findings.

Resin Jewellery

Elk's resin jewellery is made in the Phillipines by a supplier we have worked with to develop our signature resin. The resin jewellry making process involves liquid plastic which turns solid when hardener is added; it is then poured into a mold and allowed to set before popping the piece out and polishing it by hand. Each resin piece is hand-strung onto waxed cotton or leather cord by skilled makers, and finished with nickle-free findings.

Stainless Steel Jewellery

Some of Elk's jewellery uses stainless steel shapes incorporated into wood or resin pieces. Stainless steel is a steel alloy and is used as it does not stain, corrode, or rust as easily as ordinary steel. Each piece is hand-strung onto waxed cotton or leather cord by skilled makers, and finished with nickle-free findings.
 

Ceramic

Some of Elk's jewellery is made from ceramic. Jewellery-grade ceramic is called titanium carbide. Titanium carbide is scratch-proof and when it is polished, becomes shiny and silky smooth. 
Although this material is strong and scratch-resistant, it can chip, so it is best to store each piece in a felt pouch apart from other pieces. Each piece is hand-strung onto waxed cotton , leather cord, stainless steel chain, or grosgrain ribbon by skilled makers, and finished with nickle-free findings

 

Sterling Silver Jewellery

Elk's sterling silver jewellery is either hand-made or cast and hand finished. Sterling silver is an alloy of silver containing 92.5% by mass of silver and 7.5% by mass of other metals, usually copper.
Fine silver is 99.9% pure and is too soft for producing functional objects; so silver is alloyed with copper for strength while preserving the beauty of the precious metal.

All Elk sterling silver jewellery is made in Thailand, by casting the shape in a mold which can be reused, and is hand finished. Each piece has a rhodium plated finish which will stop the silver from tarnishing. Rhodium plating involves a finishing treatment of a thin, decorative bright chrome layer over an underlying nickel plate. This finish will give your silver jewellery a longer, brighter life! It is not permanent but if cared for will last for a long time.

The seedlings range of silver jewellery sold both in our Preston store and Online is handmade in Melbourne using traditional jewellery techniques and each piece has a soft satin finish. These pieces are not rhodium plated but we are more than happy to suggest how to care for each item. Please contact us via email for more information on the seedlings range.

What are Elk bags, wallets and shoes made from?

We make all of our leather goods from natural animal hides and use natural dyes to achieve our distinctive colours. Leather naturally has subtle variations in colour and texture and is intended to wear with age. These variations are not faults but part of the natural quality of the skin.

We use different types of materials for our leather accessories. Depending on the intended use of the item, different animal hides are chosen, and range from New Zealand sheep's leather with a soft buttery feel, and smooth texture, to cow and buffalo leather with varying coarser grain and more weight.

Elk tries to bring out the beauty of the leather by leaving it as naturally finished as possible. Sometimes we use a peached or nubuck finish, other times a more shiny finish. Each leather piece is carefully checked prior to dispatch, but it is important that you care for any Elk leather item to prolong it's life. Please click on caring for your leather goods for information on how to care for your leather.

Do Elk products have a warranty?

Elk products are made using fine quality raw materials, making them great quality at an affordable price. Elk products are made of different materials, and have different life-spans.

Should your Elk item not meet your expectations, please note the following guidelines for return/exchange. Note that you must show proof of purchase.

Elk will:
1. Repair the item, where possible
2. Replace the item with the same item subject to availability
3. Offer a refund if options 1 and 2 are not possible

Elk do not cover items which have not been cared for as recommended in Elk Product Care guidelines. We do not cover items damaged through wear and tear, damage from contact with liquids or torn leather.

Do Elk have a warehouse outlet where I can buy Elk at a discount?

Our Preston store is our flagship retail store where we sell Elk at the recommended retail price; the same price other Elk stockists will sell Elk for in their boutiques. This store is not an outlet/sale store. 

We have a small selection of sale items online at all times and occasionally run online specials as well. Make sure you like us on Facebook and sign up to the Elk newsletter to get regular updates and special offers.

I am allergic to some metals, can I wear Elk jewellery?

Elk uses either sterling silver or non-allergenic nickle free findings on all jewellery. The findings used are standard in the industry and meet testing standards.

If you would like specific information on a particular item please do not hesitate to contact us at customerservice@elkaccessories.com.au or by calling us on +61 3 9478 1800.

Is the Elk website secure?

Yes, Elk is a secure website fit with a SSL certificate using a 256 bit encryption.
 When shopping on Elk's website, at the checkout you will notice the security lock in the left side of your browser. The security lock means your order & personal details are encrypted by a 256 bit encryption and which is secure over the internet.We will never under any circumstances store credit card details.

What methods of payment does the Elk website accept?

Methods of payment accepted on the Elk website: Visa and Mastercard only. You can also use your Elk gift voucher.

We do not accept American Express, PayPal, cash, cheque, money order or travellers cheques.

Can I place an order over the phone?

Unfortunately our online store is unable to process orders over the phone. If you experience any problems placing your online order, please contact Customer Service via phone, fax or email:

ph: +61 3 9478 1800
fax: +61 3 9478 8864
customerservice@elkaccessories.com.au

Can I buy styles from previous seasons?

Yes! Pieces from all of Elk's previous seasons are available online while stocks last. Just go to collections and visit the classics section of the website.

http://www.elkaccessories.com.au/collections/12/classics
If you cannot find the piece you are looking for please contact us at customerservice@elkaccessories.com.au

How do I know if the item I love is in stock?

If you know the item you wish to purchase, its easy to check if it's available.

To locate  the item-go to collections, find the item you wish to purchase, enter the quantity and add to bag.

If the item is in stock, it will successfully be added to your shopping bag.

If the item is not in stock you will not be able to add it to your shopping bag.

If the item is sold out or discontinued, it will no longer appear available to add to your shopping bag.

If the item has not arrived into stock, there will be a note next to the item with expected delivery dates.

Please contact Customer Service if you have any further enquiries:
ph: +61 3 9478 1800
customerservice@elkaccessories.com.au

I have seen an Elk item which isnt available online, can you help?

We will try to!

Elk stocks 400+ boutiques across Australia and internationally, as well as our Online store and Preston retail store. So, you may have seen the Elk product in one of these places.

If you are trying to locate an Elk product, please contact us. We aim to have all stock available online and in the Preston retail store, however from time to time we may sell out online or in our store.

If you cannot find the item you are after online,  please email Customer Service and we will try to find it for you. If you are emailing Customer Service, please include the code of the item you are looking for your state and the closest suburb to you where an Elk stockist may be located.

ph: +61 3 9478 1800
customerservice@elkaccessories.com.au

I saw the Elk item I wanted online this morning, and now its unavailable...can you help?

Be quick! Elk designs are popular and because of this they often sell out. We do re-order some styles from time to time, so check the collections section regularly to avoid missing out.

We may be able to help you find an Elk stockist who still has the item available, so please contact Customer Service for further assistance. 

ph: +61 3 9478 1800
customerservice@elkaccessories.com.au

Do all Elk online purchases come gift wrapped?

We wrap all online orders as one order - items cannot be individually gift wrapped. You can purchase additional felt pouches and boxes from the display, package and care section.

Please add a note in the special instructions area at the checkout and we will do our best to accommodate you. Sale goods are wrapped in special sale bags.

Can I purchase gift vouchers online?

Yes! Elk has gift wrapped gift vouchers available for purchase on the Online store and at the Preston retail store. 

Gift Vouchers are valid for 12 months from date of issue.

Out of date vouchers will be cancelled and no money will be refunded.

Vouchers may be spent in whole or in part however the remaining credit retains the original expiry date and is reissued as a voucher.

Gift vouchers are valid for use on the website and Preston retail showroom only, not through independent Elk stockists.

Elk gift vouchers are not redeemable for cash. Remaining credit cannot be paid in cash.

Can I use my gift voucher online?

Yes! you can use your gift voucher as a method of payment for your Elk purchases in your shopping bag.

When you are ready to pay, put the unique gift voucher code, located on the bottom of the gift voucher into the gift voucher code area as a method of payment.

Gift Vouchers are valid for 12 months from date of issue.

Out of date voucher will be cancelled and no money will be refunded.

Vouchers may be spent in whole or in part however the remaining credit retains the original expiry date.

Gift vouchers are valid for use on the website and Preston retail showroom only.

Elk gift vouchers are not redeemable for cash. Remaining credit cannot be paid in cash.

I want to buy shoes or clothing, but what can I do if they don't fit?

Don't worry!

If you purchase the wrong size shoes or clothes, we can arrange an exchange for another size if it is available. Please complete the returns form on the reverse of the invoice sent with your order, replace unworn shoes in the original shoebox or clothing in appropriate packaging and pack safely for the return transport and clearly marked as follows:


ELK ACCESSORIES
Attention: Online Returns
395 Plenty Road
Preston Victoria 3072 Australia


You are responsible for the cost of returning items to Elk. Elk cannot be responsible for goods damaged in return transit. Elk recommends using a postage method which insures items in transit.
Replacement items will incur the same shipping fee as the original order.


NOTE:  Exchanges cannot be offered on sale shoes.

If the desired size is not available we will offer you an alternative style or a refund on full priced items at your request.

Do you send online purchases internationally?

Yes! We do ship to international addresses, please read the information below...

Shipping: Please note all international online orders are shipped with either Australia Post International or Fed Ex and the value of the parcel is declared as required by Australian law. The recipient may incur duties and taxes which are imposed by the local government in the destination country. The recipient will be contacted by Australia Post or Fed Ex if this is the case after the goods have been received. These costs are outside of Elk's control and are not included in the purchase price. The duties for every country are different and can change on a regular basis.

International Gifts: If you are sending a gift overseas and do not want the recipient to incur any additional expenses please contact us to calculate the duties and taxes and you can nominate to pay these on the recipients behalf. You must do this prior to the parcel being dispatched. Please make comment in the notes section to this effect and we will email/phone you or you can call us on 03 9478 1800.


Countries that unfortunately we cannot send online orders to are Spain, United Arab Emirates, Russia, Greece, Portugal, Indonesia and Brazil
.

Can I ship orders to mulitple addresses?

No, we are not able to do split shipments.  You will need to create multiple orders if you wish to send to multiple destinations.

I have forgotten my wishlist login and password...what do I do?

Our wishlist service allows you to select styles you like and place them in a list. This list can be saved or shared with friends and family (a great idea for those wishing to buy gifts). To create a wishlist you need to create an account with a login name and password.

If you forget either the login name or password, please email or call us and we will sort you out with a new one!

ph: +61 3 9478 180
customerservice@elkaccessories.com.au

Can I send someone a gift with a gift message?

Yes! We are happy to wrap your gift purchase in the Elk signature gift wrapping and deliver it for you. During the checkout process there is a box to tick if the item is a gift.  We will ask you if you would like a free gift tag, and ask you to include a gift message and any special delivery instructions. Please remember that orders are wrapped as one and the delivery charge on your order is for one address only.

How long will my online order take to arrive?

We use StarTrack Express, Australia Post or FedEx services for delivery. Depending on the delivery location please allow the following times:

  • StarTrack Express is used for Australian metropolitan addresses. Please allow 2 - 7 working days for delivery. For regional or outer metro areas this could be extended to 10 days.
  • Australia Post is used for P.O. Boxes, non Metropolitan areas and Northern Territory. Please allow 3-7 working days for delivery.
  • FedEx or Australia Post International are used for  International addresses, please allow 7-10 working days for delivery.


Please refer to Terms & Conditions for further information regarding tracking orders.

Can I change my online order once I have placed it?

Once you have paid for your order it is processed in our system and we try to get orders on their way as quickly as possible. Completed orders cannot be altered by you online, so please contact Customer Service by phone on +61 3 9478 1800 or via email customerservice@elkaccessories.com.au and we will make manual changes for you. Please note the elk office is open Monday to Friday only.

Note: changes to your order may affect the expected delivery times.

How do I track my on-line order?

Elk ship to any Australian address with the most appropriate delivery method (Star-Track and Australia Post) and to most international addresses using Federal Express or Australia Post.

You will receive an email confirming the despatch of your order. This email will provide a tracking number which can be used to track the progress of your parcel.

If your tracking number begins with CEA:

Your order is being delivered by StarTrack Express. You will be able to track your parcel by entering your tracking (consignment) number. Please follow this link:

http://www.startrackexpress.com.au/

Estimated delivery time is 2-7 days.

If your tracking number begins with B9J:

Your order is being delivered by Australia Post. You will be able to track your parcel by entering your tracking number. Please follow this link:

http://auspost.com.au/track/

Estimated delivery time is 3-7 days.

If your tracking number is a series of 12 digits:

Your order is being delivered by FedEx. You will be able to track your parcel by entering your tracking number. Please follow this link:

http://www.fedex.com/Tracking?link=4&cntry_code=au

Estimated delivery time is 7-10 days.

Please note, we cannot accept responsibility for delays in delivery due to unforseen circumstances such as natural disaster, strike, transport complications etc.

It is your responsibility to provide an accurate delivery address and contact details. A current contact number, as well as any additional information e.g. ideal delivery times or safe leaving locations should be provided in order to avoid multiple delivery attempts. Multiple delivery attempts or parcel re-direction will incur an additional fee which will be billed to you, the customer.

Can I exchange items I purchased on sale?

There is no exchange on sale items unless goods are faulty. For further assistance, please contact Customer Service ph: +61 3 9478 1800 or email: customerservice@elkaccessories.com.au

An item in my online delivery is faulty, what do I do?

Faulty Items

If you have received something in your delivery which is faulty, please contact us on

+61 3 9478 1800 or by e-mail to customerservice@elkaccessories.com.au


We will offer a refund or replacement when an item is faulty or demonstrating a major problem.
Proof of purchase must be supplied.

We will incur all reasonable shipping costs if the item is deemed to be faulty, and will let you know the way to return the goods. We assess the goods once we receive them.

We will not cover shipping costs for items  damaged due to mistreatment or harsh wear.
Upon receiving the item, we will send you a replacement in the same colour and size.

 If the item has sold out and cannot be replaced, a full refund will be issued on the original purchase price. Alternatively, we will offer the opportunity to exchange the sold out item for another product – any difference in price to either be credited or charged accordingly.

Please note: Any item purchased online can only be returned to Elk Online Returns in Preston or the Preston retail store. Items cannot be returned to independent Elk stockists.

Please pack all items safely for the return transport and clearly mark as follows:

ELK ACCESSORIES
Attention: Online Returns
395 Plenty Road
Preston Victoria 3072 Australia

I have received the wrong item in my delivery

Our apologies! If you find an incorrect item in your delivery purchased online we will pay for the  postage costs to return the goods. Please contact Customer Service so that we can help you.

ph: +61 3 9478 1800
customerservice@elkaccessories.com.au

How do I return my online order?

With each Online purchase you will receive an invoice, which acts as your Proof of Purchase. This invoice has a returns form on the reverse for you to complete should you wish to return any items.

Proof of purchase must be supplied for all returns/exchanges/repairs.

You can return your items for exchange, if they are faulty, or if you change your mind. Please read the information under the headings below:


Exchanges

Exchanges will be accepted within 21 working days of goods being received.
Items must be returned in their original, unused condition, with Elk tags attached, shoes in the original shoe box, and be packed safely for the return transport and clearly marked as follows:


ELK ACCESSORIES
Attention: Online Returns
395 Plenty Road
Preston Victoria 3072 Australia


The customer is responsible for the cost of returning items to Elk  and Elk cannot be responsible for goods damaged in return transit. Elk recommends using a postage method which insures items in transit.
Replacement items will incur the same shipping fee as the original order.


Sale Items

No refund or exchange on sale items. Faulty items excepted, please see below.


Refund for Change of Mind

If you do change your mind regarding your new Elk purchase please do let us know. Returns for change of mind will be accepted within 21 days providing that the item was sold at full price, is in an unused condition with all original tags attached and is returned to us in its original packaging.


Faulty Items

We will offer a refund or replacement when an item is faulty or demonstrating a major problem.
Proof of purchase must be supplied.
Please contact us on +61 3 9478 1800 or by e-mail: customerservice@elkaccessories.com.au to obtain a return authority number before sending back your goods.
We will incur all reasonable shipping costs if the item is deemed to be faulty and will advise the most appropriate method of returning the goods. We will assess the goods when they are received. We will not cover shipping costs for items which are damaged due to mistreatment or harsh wear.
Upon receiving the item, we will send you a replacement in the same colour and size. In the event that the particular item has sold out and cannot be replaced, a full refund will be issued on the original purchase price. Alternatively, we will offer the opportunity to exchange the sold out item for another product – any difference in price to either be credited or charged accordingly.

Please note: Any item purchased online can only be returned to Elk Online Returns in Preston or the Preston retail store. Items cannot be returned to independent Elk stockists.

I ordered a gift for a friend who lives overseas and they had to pay duties & taxes...why is this?

Duties & taxes

All prices in the online store are in Australian Dollars (AUD) and include Australian taxes (GST). However taxes and duties may be applied by customs in the country where the order is delivered. Local taxes and duties incurred are the responsibility of you the customer. These charges are outside of our control and differ for every country.


International Gifts:
If you are sending a gift overseas and do not want the recipient to incur any additional expenses please contact us to calculate the duties and you can nominate to pay these on the recipients behalf. You must do this prior to the parcel being dispatched. Please make comment in the notes section to this effect and we will email/phone you or you can call us on 03 9478 1800.

I have seen Elk items on eBay, are they genuine?

Elk does not sell their products on eBay. We are unable to authorise any products purchased through an eBay seller. Any purchases made from another seller are at your own risk and we cannot guarantee that items are unique Elk items.

How do I care for my wood Elk jewellery?

Elk has designed a polishing wax made from a beeswax blend especially made for polishing your wooden Elk jewellery. Water can damage the surface of your wooden jewellery, causing milky spots or scratches to appear on the surface. Our polishing wax can be used to restore your wooden jewellery’s original appearance.

To purchase some, visit our Preston retail store or click on display, package, repair and select wax pots.

Directions for use: use a clean, dry cloth, dab a tiny amount of wax and buff into affected area. Leave for 10 minutes then buff off excess wax.
Recommended for milky spots, water damage or scratches.
Use extra-sparingly on red and orange colours, as colours may rub or leach.
Wax can damage fabric, so avoid contact with clothing.
Keep out of reach of children

I love my Elk necklace, but I broke the cord...can it be repaired?

If you have a piece of Elk jewellery which has broken due to wear, there is a good chance we can help you!

All of Elk's wood and resin jewellery is made by hand and strung using waxed cotton or leather look cord. Snapped cords or beads which have come undone can be restrung for you.

Restringing is done by a jeweller, and repaired items will be posted back to you. Restringing is charged at a flat fee of $20.

If you can visit our store come in to 395 Plenty Rd Preston and we can organise it to be restrung.

If you dont live close by please post the item back to us and we can organise the repair for you. We will post it back to you when it is completed.

How do I care for my Elk leather goods?

Elk make all of our leather goods from natural hides and use natural dyes to achieve our distinctive colours. Leather naturally has subtle variations on colour and texture and is intended to wear with age. These variations are not faults but part of the natural quality of the skin. Each piece is carefully checked prior to dispatch.

Caring for your leather product:

  • take care to select a piece which suits the intended use. Some bags are made from softer leather with slimmer straps for light loads, and will not suit large loads or heavy use.
  • softer leather bags cannot be overloaded as they stretch.
  • keep your leather items dry-be careful with liquid containers in bags as water marks can be permanent on some leathers.
  • avoid contact with unstable dyes as they do not come out. Dark pigments in materials like denim can transfer onto your bag.
  • avoid ink and oils as these marks will not come out of any leather.
  • keep leather away from direct sunlight as UV can cause fading especially on lighter coloured leather.
  • Protective sprays can be used on most of Elk's leather goods however we cannot guarantee the suitability of any chemicals used so we recommend you do a patch test on an inconspicuous area first.
  • keep your leather item conditioned with a neutral leather cream. Apply with a clean cloth.
  • Avoid placing your bag on the ground as this will cause marks and tear on corners and base.
  • Care will prolong your item's life!

Shop & Head Office

395 Plenty Road, Preston
Victoria 3072, Australia

P: +61 3 9478 1800
F: +61 3 9478 8864

Shop Trading Hours

Monday to Friday
10.00am to 6.00pm

Saturday
10.00am to 5.00pm

Sunday
Closed

Office Hours

Monday to Friday
9.30am to 5.30pm

Saturday & Sunday
Closed

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customerservice@elkaccessories.com.au P: +61 3 9478 1800 395 Plenty Road, Preston, Victoria 3072, Australia