Frequently Asked Questions
Shipping & Delivery
Where do you ship to?
We currently ship nationwide across New Zealand and internationally to selected countries.
How much does shipping cost?
Shipping rates are calculated at checkout. Standard shipping within New Zealand is between $10.00 and $20.00. International shipping is a flat rate of $35.00.
How long will my order take to arrive?
Orders are processed within 1–2 business days. Delivery typically takes 2–5 business days within New Zealand and 3–11 business days internationally.
Returns & Exchanges
Can I return an item?
We accept returns on full-priced items within 14 days of delivery, provided they are unworn and in original condition. Return shipping is at the buyer’s expense.
How do I start a return?
Please email us at info@eloisethelabel.com with your order number to initiate a return or exchange.
Can I exchange for a different size?
Absolutely — we offer exchanges for size changes where stock is available. If your size is unavailable, we can offer store credit.
Can I make changes to my order after purchase?
Changes can be made within 24 hours of placing your order. Please email us at info@eloisethelabel.com as soon as possible.
Sizing and Fit
How do I choose the right size?
Go for your usual size however, if you are in between sizes then it is recommended to size down. As well as on the product page, there will be the models measurements listed in the description to give you a guide on what size will be best for you.
If you're unsure, feel free to contact us for personalised recommendations.
Product Details
Where are your fabrics sourced?
The fabric for all garments are sourced in Italy by Italian suppliers and manufacturers. For more details please look at each product.
Where are your pieces made?
Our pants are proudly designed in New Zealand and made in Italy.
Care Instructions
How do I care for my garments?
To maintain the quality of your new garments, we recommend following the instructions on the care label. Each garment may have different washing needs, therefore it's important to check.
Brand Questions
What inspired E L O I S E?
The idea came from my own experience of trying to find affordable yet high quality pieces when I was starting my work journey - with not much luck! It then grew into the brand you see today, created for not only young women but anyone looking to have more quality basics in their wardrobe.
Find out more on the about page.
Contact
How can I contact customer support?
Reach us at info@eloisethelabel.com, otherwise we also have a contact form on the website. We aim to respond within 24 hours.