1. Shipping Policy
Last updated: 29 August 2026
At Ella & Henry Melbourne, we want your order to be handled carefully, clearly and as efficiently as possible. This Shipping Policy explains how we process and ship orders placed through ellahenrymelbourne.com and what you can expect after placing an order.
Order processing time
After your order is placed, please allow 1 to 3 business days for processing. During this time, we review your order, confirm the product and shipping details, and prepare your order for dispatch.
Business days are Monday to Friday, excluding public holidays in Australia and, where relevant, public holidays that may affect our suppliers or shipping partners.
Estimated delivery time
After your order has been processed and dispatched, delivery is generally estimated to take 3 to 7 business days.
Delivery times are estimates, not guarantees. Actual delivery times can vary depending on your location, the shipping partner, peak sale periods, public holidays, customs or border processing, severe weather, incorrect address details, and other circumstances outside our reasonable control.
Direct supplier shipping
Some Ella & Henry Melbourne products may be shipped directly from our trusted suppliers. This allows an order to travel directly from the supplier to the customer instead of being sent to us first and forwarded again.
As a result, some parcels may originate from outside Australia, including from China or other overseas locations. Where an international shipment is used, delivery may involve international and local shipping partners before the parcel reaches its final destination in Australia.
Shipping carriers
We offer free shipping for eligible orders delivered within Australia.
Depending on the product, supplier location and delivery address, your order may be carried by Australia Post, another local delivery partner, or an international shipping partner. A parcel that begins its journey overseas may be transferred to a local carrier for final delivery in Australia.
Where tracking is provided for your shipment, we will send the tracking details to the email address used for your order after dispatch.
Shipping costs
Standard shipping is free for orders delivered within Australia, unless a different charge is clearly displayed at checkout before you complete your purchase.
Multiple parcels
If your order contains more than one item, the items may occasionally be shipped separately. This can happen when products are dispatched from different supplier locations. If this occurs, your parcels may arrive at different times and may have separate tracking information.
Incorrect or incomplete shipping details
Please check your name, delivery address and contact details carefully before placing your order.
If you notice an error after ordering, contact us as soon as possible at info@ellahenrymelbourne.com. We will do our best to assist you. However, once an order has entered processing or has been dispatched, we cannot guarantee that the delivery address can be changed.
Delayed orders
If your order has not arrived within the expected delivery timeframe, please contact us at info@ellahenrymelbourne.com.
Please include your name, order number and the email address used to place the order. We will review the available order and tracking information and help you with the next steps.
Lost or missing parcels
If tracking shows that your parcel has been delivered but you cannot locate it, please first check around the delivery location and with other members of your household, neighbours, the relevant local post office, or the delivery carrier.
If you still cannot locate the parcel, contact us at info@ellahenrymelbourne.com. We will review the available information and assist you where possible. Your rights under the Australian Consumer Law are not excluded by this policy.
International origin and customs
Because some products may be dispatched from overseas, a shipment can be subject to customs or border processing before entering Australia. These checks may occasionally affect delivery times.
If any unexpected import charge applies to an order, please contact us before making a payment so we can review the situation with you.
Questions about your order
If you have any questions about shipping, tracking or your delivery, please contact our customer care team at info@ellahenrymelbourne.com.
We are happy to help and will do our best to make the delivery process as clear and straightforward as possible.
Ella & Henry Melbourne
ellahenrymelbourne.com
info@ellahenrymelbourne.com