Frequently Asked Questions

S H I P P I N G   &   D E L I V E R Y

Where do you ship?
We deliver throughout New Zealand and to selected international destinations.

How much does shipping cost?
Standard shipping within New Zealand is calculated at checkout and typically ranges from $10.00 – $20.00 NZD.
International orders are shipped at a flat rate of $55.00 NZD.

How long will my order take to arrive?
Each order is prepared with care and dispatched within 1–2 business days.
Estimated delivery times:

  • New Zealand: 2–5 business days

  • International: 3–11 business days, depending on your location

 

R E T U R N S   &   E X C H A N G E S

Can I return an item?
We accept returns on full-priced items within 30 days of delivery, provided they are unworn, unwashed, and in their original condition with all tags attached.

  • New Zealand orders: Returns are free of charge.

  • International orders: Return shipping costs are the responsibility of the customer.

How do I start a return?
To arrange a return or exchange, please email us at info@eloisethelabel.com with your order number. Once approved, we’ll provide instructions for returning your item.

Can I exchange for a different size?
Yes, we offer exchanges where stock is available. If your preferred size is unavailable, we can issue store credit or a refund.

Can I make changes to my order after purchase?
Changes can be made within 24 hours of placing your order. Please email us as soon as possible, and we’ll do our best to assist.

 

S I Z I N G   &   F I T

How do I choose the right size?
We recommend selecting your usual size. If you are between sizes, it’s best to size down for a closer fit. Each product page includes the model’s measurements to help guide your decision.

If you’re still unsure, feel free to contact us for personalised sizing advice — we’re happy to help.

 

P R O D U C T   D E T A I L S

Where are your fabrics sourced?
All fabrics are sourced in Italy through trusted Italian suppliers and manufacturers. Each product page includes further details on fabric composition.

Where are your pieces made?
Every piece is designed in New Zealand and made in Italy by experienced makers.

 

C A R E   I N S T R U C T I O N S

How do I care for my garments?
To maintain the quality and longevity of your pieces, please follow the care instructions on the garment label. Each piece may require different care, so we recommend checking individual product details before washing.

 

B R A N D   Q U E S T I O N S

What inspired E L O I S E?
E L O I S E was born from a simple idea of creating timeless, high-quality pieces that feel intentional and refined, without the unattainable price tag. It began with my own search for quality staples at the start of my career and has evolved into a label designed for anyone building a wardrobe with longevity in mind.

For more on the story behind the brand, visit our About page.

 

C O N T A C T

How can I contact customer support?
You can reach us at info@eloisethelabel.com or via the contact form on our website. We aim to respond to all enquiries within 24 hours.