Shipping Policy – Ella & Rose Melbourne

At Ella & Rose Melbourne, based in Australia, we aim to provide a smooth and reliable delivery experience for every customer. We work to ensure that your order is processed efficiently and delivered as smoothly as possible.

Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully received.

During periods of high demand, public holidays, or promotional events, processing times may be slightly longer.

Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information, where available.

Delivery Times

Estimated delivery times depend on the delivery destination, shipping method, and carrier.

Most orders are estimated to arrive within 5–14 business days after dispatch. Delivery times may vary depending on your location and the shipping service used.

Please note that delivery estimates are indicative only and are not guaranteed unless a specific delivery commitment has been made.

Delays may occasionally occur due to circumstances outside our reasonable control, including:

• Customs inspections for international orders

• Shipping carrier delays

• Severe weather conditions

• Public holidays

• High shipping volumes

• Other unexpected delivery disruptions

We will endeavour to assist customers with delivery enquiries and provide relevant tracking information where available.

Shipping Costs

We offer free shipping on all orders, unless otherwise stated on our website.

Any applicable shipping charges will be displayed during checkout before you complete your purchase.

For international orders, customs duties, import taxes, or other government-imposed charges may apply depending on the destination country. These charges will be the customer's responsibility where legally applicable and where they have not already been included in the purchase price.

Order Tracking

Where tracking is available, customers will receive a tracking number by email once their order has been dispatched.

Please allow several business days for tracking information to become available or update after dispatch, depending on the shipping carrier.

Customers can use the tracking link provided in their shipping confirmation email to follow the progress of their delivery.

If your tracking information has not updated for an extended period, please contact our customer support team for assistance.

Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping information at checkout, including the correct delivery address and contact details.

If you notice an error in your shipping information, please contact us as soon as possible. We cannot guarantee that changes can be made after an order has been processed or dispatched.

Additional shipping charges may apply where a delivery needs to be reattempted or redirected because incorrect information was supplied, where permitted by law.

Nothing in this section excludes any rights you may have under the Australian Consumer Law.

Lost, Damaged, or Delayed Shipments

If your order arrives damaged, please contact us as soon as reasonably practicable and include your order number, a description of the damage, and photographs of the item and packaging where possible.

If you believe your shipment has been lost or significantly delayed, please contact our customer support team so we can investigate the matter with the shipping carrier.

We will make reasonable efforts to assist with delivery enquiries and resolve shipping issues.

Although delays may occur due to circumstances outside our reasonable control, Ella & Rose Melbourne does not exclude responsibility where required under applicable Australian consumer law.

Your rights under the Australian Consumer Law remain unaffected, including any applicable rights relating to products that are not delivered as agreed.

Customs and Import Duties

Orders delivered outside Australia may be subject to customs duties, import taxes, customs clearance fees, or other charges imposed by the destination country's authorities.

These charges depend on the destination country's regulations and are the customer's responsibility where legally applicable and where they have not already been included in the purchase price.

Ella & Rose Melbourne does not control the customs charges imposed by foreign authorities and cannot guarantee their amount.

International customers are encouraged to review the applicable import requirements before placing an order.