Shipping policy
THE ELLA ARCHIVE — SHIPPING & DELIVERY POLICY
Thank you for shopping with The Ella Archive. We carefully prepare every order and aim to make your delivery experience as smooth as possible.
ORDER PROCESSING
Orders are processed after successful payment confirmation. Please allow time for your order to be verified, prepared and packaged before dispatch.
Orders placed on weekends or public holidays may begin processing on the next business day.
SHIPPING RATES
Available shipping methods and applicable delivery charges are calculated and displayed at checkout based on your delivery destination and the items in your order.
Any free-shipping promotion or special delivery offer will be subject to the conditions displayed at the time of purchase.
DELIVERY TIMES
Delivery estimates shown at checkout are estimates and are not guaranteed arrival dates. Delivery times may vary depending on your location, courier availability, weather, public holidays, customs processing and other circumstances outside our reasonable control.
Once your order has been dispatched, tracking information will be provided where available.
INTERNATIONAL ORDERS
International delivery may be available to selected destinations.
Customers are responsible for any customs duties, import taxes, clearance charges or other fees imposed by the destination country unless otherwise stated at checkout.
Customs processing may also cause delays that are outside the control of The Ella Archive.
FRAGRANCE, BEAUTY & RESTRICTED ITEMS
Certain products, including perfumes, fragrances, aerosols and other items classified as restricted or hazardous for transportation, may not be eligible for delivery to every destination or through every shipping method.
If an item cannot legally or safely be shipped to your selected destination, we may contact you to arrange an alternative where available or cancel and refund the affected item.
DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please contact us as soon as possible if you notice an error. We cannot guarantee that an address can be changed after an order has been processed or dispatched.
Additional shipping costs resulting from an incorrect or incomplete address, refused delivery or an unclaimed parcel may be the customer’s responsibility where permitted by applicable law.
LOST, DELAYED OR DAMAGED PARCELS
If your tracking information shows an unusual delay or your parcel arrives damaged, please contact us with your order details.
We will assist with investigating the shipment with the applicable delivery provider where appropriate.
Please photograph damaged packaging and products before disposing of any packaging, as this may be required when reviewing a claim.
SEPARATE SHIPMENTS
Orders containing multiple products may occasionally arrive in separate packages. Where this applies, additional tracking information may be provided.
PERSONAL SHOPPING & SPECIALLY SOURCED ORDERS
Delivery timelines for specially sourced or personal-shopping orders may differ from standard stocked items. Any significant difference in expected processing or delivery time will be communicated where applicable.
CONTACT
If you have questions about your order or delivery, please contact The Ella Archive and include your order number so we can assist you.
This policy does not limit any rights available to you under applicable consumer protection laws.