Shipping policy

Delivery 
Where can I find my tracking information?
You will receive a tracking number by email from our shipping team when your package has shipped. All shipments are made through Australia Post. You can check your delivery status by visiting their Track and Trace page.

Generally, your order will be processed same day or the next business day. Should we have any queries (for example regarding stock availability or an incomplete delivery address), we will email you and hold your order for a reasonable period until we receive a response. Goods are subject to availability. All orders shipped with tracking. Signature may be required on delivery for orders over $200.

Correct Delivery Address

Please check the shipping address you provide carefully, to ensure it is complete and correct. A telephone number is recommended, for use by our shipping team only. It is never shared or used for any other purpose without your consent. If you have a specific delivery date request, please contact us first via our contact page so we can try to accommodate it. Ella Que Art is not responsible for orders that cannot be delivered due to incorrect, incomplete or a previous address being supplied to us.

Why isn’t my tracking number working?
Sometimes tracking numbers can take up to 36 hours before they start working. If you have just received your tracking link, please wait a few hours before trying the link again.

Please allow sufficient time for your parcel to be processed through your country's Customs Department in order to see your tracking updates online.

How long will my delivery take?
For Australian orders: Standard delivery– allow between 3 to 5 business days (metro) via Australia Post local delivery, (excludes weekends and public holidays). Allow 5-7 business days in regional areas, longer in remote areas. However, allow up to 14 business days during postal delays, the Christmas period or during extreme weather events. 

For International orders: Standard delivery – allow between 5 to 7 business days, however, allow up to 20 business days (excludes weekends). Delivery times will depend upon your local postal service and are outside our control. Shipping may take longer during postal delays, the Christmas period or during extreme weather events. 

We will always work to deliver your order to you as quickly as possible, however, as you may appreciate, we rely on third party carriers to deliver your order to you in a timely manner so is outside our control. Delivery times may vary due to extreme weather events, pandemic, your location and your local postal system.

We appreciate your understanding.
We dispatch your order to you the same or next business day.

Where is my order?
You will receive a confirmation email once your order has been shipped to you with your tracking information. If you have not received the shipping confirmation email, please check your junk mail or spam folder, as it may have accidentally ended up there.  

Will I be charged duty and taxes for my order?
Please contact your local customs office in your country for information.

Can I order over the phone?
Ella Que Art cannot process orders or payments via phone, however, you're welcome to get in touch with us via the contact page to arrange direct bank deposit or you may place your order here.