Shipping Policy
Shipping range
- Countries: We currently ship throughout Australia
Order processing time
- Processing Time: Orders are processed within 1-2 business days, Monday to Friday.
- Last Order Time: 22:00 (GMT+11:00) UTC (Sydney)
- Weekend Orders: Orders placed on weekends are processed the next business day.
Transit time
- Estimated Delivery Time: 7-14 business days.
- Business Days: Shipments occur Monday to Friday.
- Notes: Delivery times are estimates and may vary due to external factors such as weather conditions and transportation issues.
Shipping process
- Courier Services: We primarily ship via Australia Post. However, alternative carriers may be used depending on your location or order size.
- Insured Shipments: All shipments are insured. Contact our customer service in case of loss or damage during transit.
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Express Shipping: Express shipping prioritises the handling of your order, but delivery times are still subject to the courier’s network and external factors such as weather conditions or operational delays. While we do our best to dispatch express orders as quickly as possible, delivery delays may occasionally occur.
For this reason, express shipping fees are non-refundable once the order has been dispatched.
Tracking instructions
- Tracking Information: After purchase, you will receive an email with tracking information, including the name of the shipping company and the tracking number.
- Track Your Order: You can track your order via our website. Simply enter your tracking number on our tracking portal.
- Questions: Our support team is ready to assist with any questions about tracking your order.
Missing item procedure
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Reporting Missing Items:
Contact our customer service within 7 days of receiving your package via info@ella-jane-sydney.com - Resolution: We will resolve the issue as soon as possible and send a replacement item or offer a refund.
E-Mail: info@ella-jane-sydney.com
Support: Monday to Friday - 9:00 to 17:00