Terms of service
Terms and Conditions of Sale and Use — ELSIE-MELBOURNE.COM
Last updated: 8 August 2026
1. Operator
This website, elsie-melbourne.com, is operated by VH Group Sàrl, a company registered in Switzerland.
VH Group Sàrl
Rue de Bourg 27, 1003 Lausanne, Switzerland
Company / VAT no.: CHE-169.557.307
Phone: +61 468 147 458
Email: contact@elsie-melbourne.com
2. Scope
These Terms and Conditions govern the use of elsie-melbourne.com and orders placed through the website. By placing an order, you agree to these terms. We currently sell and deliver to customers in Australia only.
3. Products and prices
All prices are displayed in Australian dollars (AUD). The total amount payable will be shown before you confirm your order.
We take reasonable care to ensure that product descriptions, images, prices and availability are accurate. Colours and appearance may vary slightly depending on your device or screen.
We may update prices, products or availability at any time. Changes will not affect orders that have already been accepted.
If a product is displayed at an incorrect price due to an error, we may contact you before dispatch. You may choose to proceed at the correct price or cancel the affected item for a full refund.
4. Orders and payment
When placing an order, you must provide accurate, complete and current information.
We reserve the right to refuse or cancel an order where reasonably necessary, including in cases of suspected fraud, payment issues, incorrect information, pricing errors or insufficient stock. If we cancel an order that has already been paid, the amount paid for the cancelled order will be refunded.
Available payment methods are displayed at checkout. Payments are processed securely through our e-commerce and payment service providers.
5. Shipping and delivery
We deliver to Australia only. All orders are shipped from our warehouse in Australia. Standard shipping is free on all orders, with no minimum purchase required.
Orders are generally dispatched within 1 to 3 business days. Once dispatched, estimated delivery is 6 to 9 business days. Remote areas may require a few additional days.
Orders are shipped via Australia Post or our delivery partners, depending on the delivery address and characteristics of the order. Once your order has been dispatched, you will receive tracking information by email.
If you have not received your tracking information within 4 business days of placing your order, please contact contact@elsie-melbourne.com.
We currently do not deliver to PO boxes, military addresses (APO/FPO/DPO), or certain restricted-access areas. Some products may also be subject to additional shipping restrictions imposed by carriers.
If delivery fails due to an incorrect, incomplete or inaccessible address, or the parcel is returned to us, we may contact you to arrange redelivery. Additional shipping charges may apply to a new delivery attempt.
If your order has not arrived within 15 business days of dispatch, please contact us so we can investigate with the carrier. If the parcel cannot be located within 30 business days of dispatch, you may choose between a replacement or a full refund.
Full shipping terms are available in our Shipping Policy on this website.
6. Returns and refunds
For change-of-mind returns, you may request a return within 30 calendar days from the date of delivery.
Eligible items must be unused, in their intact original packaging and include all original tags. Proof of purchase is required.
You must contact contact@elsie-melbourne.com before returning an item. Returns sent without prior authorisation may not be accepted.
All approved returns must be sent to our Australian return warehouse:
89 Hillview Road
North Kellyville NSW 2155
Australia
For change-of-mind returns, return shipping costs are the responsibility of the customer.
Certain products cannot be returned for change of mind, including opened items or items without their original packaging, used items, unsealed hygiene and personal care products, underwear and swimwear, opened headphones or earphones, food and supplements, personalised items and gift cards.
We do not offer direct exchanges. You may return an eligible item and place a new order.
Approved refunds are issued to the original payment method within 10 business days after the return has been received and approved.
The above change-of-mind conditions do not limit any rights or remedies you may have under the Australian Consumer Law.
Full conditions are available in our Return and Refund Policy on this website.
7. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you believe a product is faulty, damaged or does not comply with the Australian Consumer Law, please contact us at contact@elsie-melbourne.com. We may request reasonable evidence and inspect the product before providing an appropriate remedy, where permitted by law.
8. Limitation of liability
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified, including rights under the Australian Consumer Law.
To the extent permitted by law, we are not responsible for losses caused solely by circumstances outside our reasonable control or by your failure to follow reasonable product instructions, except where applicable law provides otherwise.
We do not guarantee that the website will always be available, uninterrupted or completely free from technical errors. We may temporarily suspend or restrict access for maintenance, security or operational reasons.
9. Intellectual property
Unless otherwise stated, the content of this website, including text, graphics, logos, photographs, designs and other materials, is owned by or licensed to VH Group Sàrl.
You may not reproduce, distribute, modify or commercially use our content without prior written permission, except where permitted by law.
10. Privacy
The collection, use, storage and disclosure of personal information is described in our Privacy Policy available on this website.
Where applicable, personal information is handled in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and the Swiss Federal Act on Data Protection (FADP).
Your information may be shared with service providers reasonably necessary to process and deliver your order, including our Australian warehouse, Australia Post or our delivery partners, payment providers and other service providers, as described in our Privacy Policy.
11. Use of the website
You must not use this website for unlawful or fraudulent purposes, interfere with its operation or security, attempt to gain unauthorised access to our systems, collect information about other users without authorisation, or transmit viruses, malware or other harmful content.
We may restrict or block access to the website where reasonably necessary to protect our customers, systems or business.
12. Third-party services and links
Our website may use or contain links to third-party websites, platforms or services. These third parties may operate under their own terms and privacy policies.
To the extent permitted by law, we are not responsible for third-party websites or services that we do not control.
13. Governing law and jurisdiction
These Terms are governed by Swiss law, subject to any mandatory laws and consumer protections that apply to customers in Australia, including the Australian Consumer Law.
Nothing in these Terms limits your right as an Australian consumer to rely on applicable Australian consumer protection laws or, where permitted by law, to bring proceedings before an appropriate court or tribunal in Australia.
14. Changes to these Terms
We may update these Terms from time to time to reflect changes to our business, services or legal obligations.
The latest version will be published on this page together with the date it was last updated. The terms applicable to an order are generally those in effect when the order is placed, subject to any rights that cannot be excluded by law.
15. Business and fulfilment location
Elsie Melbourne is a trading name operated by VH Group Sàrl, a company registered in Switzerland with its registered business address at Rue de Bourg 27, 1003 Lausanne, Switzerland.
Orders for Australian customers are fulfilled and dispatched from our warehouse in Australia. Our Australian warehouse is used for fulfilment and returns and does not change the registered corporate address of VH Group Sàrl.
16. Contact
VH Group Sàrl
Rue de Bourg 27, 1003 Lausanne, Switzerland
Company / VAT no.: CHE-169.557.307
Phone: +61 468 147 458
Email: contact@elsie-melbourne.com