9. FAQ Policy Page
Last updated: 30 August 2026
We want shopping with Ella & Henry Melbourne to feel simple and clear. Below you will find answers to some of the questions customers may have about orders, shipping, returns and refunds.
How long does shipping take?
Orders are usually processed within 1 to 3 business days. After your order has been processed and dispatched, delivery is generally estimated to take 3 to 7 business days.
Delivery times are estimates and can vary depending on your location, the carrier, public holidays, peak sale periods, customs or border processing, severe weather and other circumstances outside our reasonable control. Where tracking is available, we will send the tracking details to the email address used for your order.
Where do you ship from?
Some Ella & Henry Melbourne orders may be shipped directly from our trusted suppliers and fulfilment partners. Some of these suppliers are located outside Australia, including in China.
Direct supplier fulfilment allows an order to travel directly from the supplier to the customer instead of being sent to us first and forwarded again. A parcel that begins its journey overseas may be transferred to Australia Post or another local delivery partner for final delivery in Australia.
Do you offer free shipping?
Yes. We offer free standard shipping for eligible orders delivered within Australia, unless a different shipping charge is clearly displayed at checkout before you complete your purchase.
Do you offer returns?
Yes. Ella & Henry Melbourne offers a 30 day return period in accordance with our Returns and Refund Policy.
If you would like to request a return, please contact us within 30 days of receiving your order at info@ellahenrymelbourne.com. Your rights and remedies under the Australian Consumer Law are not limited by our return policy.
How do I start a return?
Email our customer care team at info@ellahenrymelbourne.com.
Please include your name, order number and the reason for your return. If an item is damaged, faulty or different from what you ordered, please also include clear photos showing the issue where reasonably possible. We will review your request and provide the appropriate next steps and return instructions.
Who pays for return shipping?
For an eligible change of mind return, size change or unwanted item, return shipping costs are generally the customer's responsibility, as set out in our Returns and Refund Policy.
Depending on where the product was fulfilled, an approved return address may be located outside Australia, including in China. We will provide the applicable return address and instructions after your return request has been reviewed.
Different rules may apply where an item is faulty, damaged, incorrectly supplied or otherwise covered by the consumer guarantees under the Australian Consumer Law. Nothing in our policy excludes or limits rights or remedies that cannot lawfully be excluded.
When will I receive my refund?
Once an eligible return has been received and approved, we will process the applicable refund to the original payment method.
After we process the refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account. Processing times can vary between payment providers.
What if my item is faulty, damaged or incorrect?
Please contact us as soon as possible at info@ellahenrymelbourne.com.
Include your order number, a short description of the issue and clear photos where reasonably possible. We will review the situation and explain the next steps. Where the Australian Consumer Law provides you with a remedy, we will handle the matter consistently with those rights.
Can I change or cancel my order?
If you need to change your shipping details or request a cancellation, contact us as soon as possible at info@ellahenrymelbourne.com.
We will do our best to assist you. However, because orders can enter processing quickly, we cannot guarantee that changes or cancellations will be possible once an order has been processed or dispatched.
How can I track my order?
Where tracking is provided for your shipment, we will send the tracking details to the email address used when placing your order after dispatch.
Please allow some time for the carrier's tracking system to update after you receive your tracking information.
What if my parcel is delayed or missing?
If your parcel has not arrived within the expected timeframe, contact us at info@ellahenrymelbourne.com with your name and order number.
If tracking shows your parcel as delivered but you cannot find it, please first check around the delivery location and with members of your household, neighbours, the relevant local post office or delivery carrier. If it still cannot be located, contact us and we will review the available information.
How can I contact Ella & Henry Melbourne?
If you have a question about an order, product, delivery or return, please email us at info@ellahenrymelbourne.com.
Our website is ellahenrymelbourne.com. We are happy to help and will do our best to make your shopping experience as clear and straightforward as possible.