Welcome to Ella Secret! We are delighted to have you as our valued customer. To ensure that your shopping experience with us is seamless and enjoyable, we have outlined our Shipping Policy below. Please take a moment to review it.

* In most cases, the package will be delivered within the estimated time of arrival.

However, the actual delivery date may be affected by flight arrangements, weather conditions and other external factors.

Please refer to the tracking information for the most accurate delivery date. If your package has not been delivered or your tracking information shows that your package has been delivered but you have not received it, you must contact Customer Service to verify within 45 days of the order date.

*For other orders, products, and logistics related issues, you must contact customer service within 90 days of the order date.

*Please click the “Confirm Delivery” button within 6 months (from the date of shipment). After that, the button will turn gray and cannot be used to get additional points.

*We do not deliver to PO Box address and parcel locker.

Shipping Locations

Ella Secret offers shipping services to customers across Australia. At this time, we do not offer international shipping.

Shipping Methods

We provide two shipping options for our customers:

a. Standard Shipping: This is our default shipping method. Your order will typically be delivered within 3-7 business days, depending on your location within Australia.

b. Express Shipping: For those who can’t wait to receive their Ella Secret items, we offer express shipping. Orders placed with this option will usually be delivered within 1-3 business days.

Shipping Costs

Shipping costs are calculated based on your selected shipping method and the total value of your order. We offer free standard shipping on orders over $100 (AUD) within Australia. For orders below this amount, shipping costs will be displayed at checkout.

Order Processing Time

Please allow 1-2 business days for us to process your order before it is shipped. Orders placed on weekends or holidays will be processed the following business day.

Shipment Tracking

Once your order has been dispatched, you will receive a confirmation email with a tracking number. You can use this tracking number to monitor the progress of your shipment through our chosen carrier’s website.

Delivery

Deliveries will be made to the shipping address provided during the checkout process. It is essential to ensure that the provided address is accurate and complete. Ella Secret is not responsible for any delays or non-delivery caused by incorrect or incomplete addresses.

Delivery Issues

In the unlikely event of a delay or issue with your shipment, please contact our customer support team at info@ellasecret.com.au, and we will assist you in resolving the matter promptly.

Returns and Exchanges

For information on returns and exchanges, please refer to our Return Policy.

Missing or Damaged Items

If you receive a damaged or incorrect item, please contact us within 7 days of receiving your order at info@ellasecret.com.au. We will work to resolve the issue and provide you with a suitable solution.

Order Modifications

Once an order is placed, it cannot be modified or canceled. Please review your order carefully before completing your purchase.