FAQ
Everything people usually ask us, grouped by topic. If your question is not here, email support@eilik.com.au or call 1800 652 001, Monday to Friday, 9am to 5pm AEST. Our Melbourne based team is happy to help.
Ordering and Delivery
Getting your order to you, and how long it takes.
How long will my order take?
Orders are processed in 1 to 2 business days. Express orders are dispatched locally within Australia by Australia Post Express, typically 1 to 4 business days to metro areas. Standard orders ship from our supplier warehouse overseas and typically take 8 to 15 business days.
What is the difference between standard and express shipping?
Express is shipped by us from Melbourne via Australia Post Express, so it is the fastest option and fully trackable within Australia. Standard is fulfilled direct from our supplier warehouse overseas, which is cheaper but slower.
Do you ship outside Australia?
Yes. We ship to selected countries including Canada, New Zealand, the United Kingdom and the United States. Import duties or taxes set by the destination country are the customer’s responsibility.
How do I track my order?
You will receive a confirmation email with a tracking number once your order ships. You can also use the Track Your Order link in our footer.
Are your prices GST inclusive?
Yes. All prices shown in Australian dollars include GST, and your tax invoice shows the GST component separately.
Returns and Refunds
Your 30 day window and your rights under the Australian Consumer Law.
What is your returns policy?
You have 30 days. If an item is faulty or not as described we cover the return postage and will repair, replace or refund in line with the Australian Consumer Law. For change of mind returns the item must be unused and in its original packaging, and return postage is at your cost.
My item arrived damaged. What now?
Email support@eilik.com.au within 30 days with your order number and a photo or short video, and we will arrange a replacement.
Do you offer free returns?
Return postage is at our cost when an item is faulty, not as described, or otherwise fails to meet a consumer guarantee. For change of mind returns, return postage is at your cost.
How long does a refund take?
Once we receive and inspect the return, refunds are issued to your original payment method. Your bank usually takes a further 3 to 5 business days to show it.
Do my Australian Consumer Law rights apply if I am overseas?
Yes. We extend the same Australian Consumer Law protections to our international customers.
About the Products
Eilik, Eiliko and the AI Station, answered plainly.
Does Eilik need Wi-Fi?
No. The standard Eilik works straight out of the box with no Wi-Fi required. Eiliko and the Eilik AI Station use Wi-Fi for their AI chat features.
What is the Eilik AI Station?
It is an upgrade dock that gives your Eilik AI chat, a camera and gesture games. Please note the Eilik robot is sold separately.
Can Eilik robots interact with each other?
Yes. Place two together and they recognise each other and interact.
What is Eiliko?
Eiliko is a tiny AI charm bot with swappable themed shells. It pairs once and stays paired, which is what makes it a keepsake rather than a gadget.
Are these suitable for children?
They are interactive electronic products containing small parts and a rechargeable lithium battery. Please check the age guidance on the packaging, keep small parts away from young children, and supervise younger children during play.
How is the battery charged?
Eilik charges over USB-C. The AI Station needs a PD charger of 18W or higher for stable operation.
Support and Warranty
Who to contact, and what is covered.
Something is not working. Who do I contact?
Start with us at support@eilik.com.au for setup help, general questions and everyday troubleshooting. For software, firmware, app pairing or battery matters, the manufacturer EnergizeLab is best placed to help at info@energizelab.com. Either way this does not affect your rights under the Australian Consumer Law, so if a product is faulty just contact us.
Are your products genuine?
Yes. Eilik Official is the authorised Australian reseller of EnergizeLab, so every product is genuine EnergizeLab stock.
Are you the manufacturer?
No. Eilik and Eiliko are designed and manufactured by EnergizeLab. We are their authorised Australian reseller, and Eilik Official is a business name of RBS Ecom Pty Ltd, ABN 60 686 253 501.
What warranty comes with my Eilik?
Products carry the manufacturer warranty supplied with them, and separately you always have the consumer guarantees under the Australian Consumer Law. Those guarantees apply regardless of any manufacturer warranty period.
How do I get a tax invoice?
A tax invoice is emailed with your order confirmation. If you need another copy, email support@eilik.com.au with your order number.
Our Melbourne based team is available Monday to Friday, 9am to 5pm AEST.
Most emails answered within one business day