Contact us
Common queries answered
Frequently asked Questions
Where Is my order?Go to https://auspost.com.au/mypost/track/search and enter your tracking number. You must contact Aus Post for order tracking.
How long does it take for me to receive my order?Once an order is placed, our team will carefully process your package and pack it with love, so please allow up 1-3 business day for non customised items and 5-7 business days for customised items.
Please note most of our packages are sent with all items in your order. However sometimes it may be sent in 2 separate parcels as some items require additional processing time.
If you have ordered standard shipping and then it should arrive within 2-10 business days after dispatch.
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this journey.
What is your return and exchange policy?We offer a 60 day money back guarantee, if you have any problems with your order, please message us at support@elliegrace.com.au, our friendly support staff will be able to instruct you on how to make a return and get a refund.
Note: Please do not send the parcel back to the shipping address as the return address is unable to process any returned parcels
How do I change my shipping address?If you realised you have put down the wrong address, please email us at support@elliegrace.com.au immediately. If the parcel has been processed and sent, unfortunately we cannot correct the shipping address. Instead we will ship out a new package at the correct address provided and charge you the shipping cost only so you get your order correctly.
How do I track the status of my order?Once your order is packed and sent, you will get a confirmation email with the tracking number and the courier who’s responsible for the shipment (usually Auspost or Couriersplease)
How do I receive customer support?Please email us at support@elliegrace.com.au for any inquiries.
What do I do if I entered an incorrect shipping address?If you realised you have put down the wrong address, please email us at support@elliegrace.com.au immediately. If the parcel has been processed and sent, unfortunately we cannot correct the shipping address. Instead we will ship out a new package at the correct address provided and charge you the shipping cost only so you get your order correctly.
Do you ship to my country?We are a Sydney, Australia based business but we ship internationally! We ship a lot of packages out to New Zealand our neighbour within 10-15 business days, so feel free to send us an email to inquire about the shipping time to your country.
Will my items come in one package?Most of the packages we sent out are always in one package. If you have purchased any customised products, they will be sent out separately in a different package.
Sometimes we will send some items out while the others are waiting to be made/customised.
Still need help?
Get in touch with us
Email: support@elliegrace.com.au
Phone Operating time: Tuesday-Thursday 11:00am-7:00pmPhone number: 02 8552 8674
