Customer Help
Customer Help
Our happiness team is always here to assist. Email us at support@elliegrace.com.au to receive support.
Common purchase queries answered
Orders and Shipping
How long does it take for me to receive my order?We are based in Sydney NSW, if you are on the east coast, the shipping time as follows
Standard domestic shipping: 3- 5 days
Express shipping: 1-2 days
For anywhere else domestic:
Standard shipping: 5- 10 days
Express shipping: 3-5 days
For international orders, it can take 10-25 days to arrive.
How do I change my shipping address?If you have placed an order and you have no yet received a shipping confirmation, please email us at support@elliegrace.com.au to change your address. If the order shipping confirmation has been received, unfortunately we cannot change the address, however we can re-send the order out to you at an additional cost of the shipping cost.
How do I track the status of my order?You can track via https://try.sendle.com/en-au/tracking for sendle shipments and https://auspost.com.au/ for auspost shipments
Will you keep my credit card information on file?We take your private information seriously, your credit card information is stored with third party secured banking system Stripe, which we will not have access to. We will never disclose your information to anyone and will not have access to your banking information at any time.
Do you ship to my country?We are an australian company based in sydney, however we ship worldwide, feel free to place an order with us :)
Will my items come in one package?Most of the time – yes. Sometimes a product may take longer as it needs to be made from scratch, therefore a separate package will be sent at a delayed time.
If you need to swap an item
Returns and Exchanges
What is your returns policy?We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
WARNING: Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at support@elliegrace.com.au.
Since we only have one fulfilment lady who handles all of our shipping requests, sometimes there is a 1% chance that your order could be mixed up. Please contact us via email for us to rearrange your delivery with the correct items.
My order arrived damagedAll orders are inspected before the parcel is shipped. However sometimes the parcel can get damaged during transit, please contact us if your order is damaged so we can arrange a replacement for you.
Where should I mail my authorized return?Meditation williamsburg kogi blog bushwick pitchfork polaroid austin dreamcatcher narwhal taxidermy tofu gentrify aesthetic.
How do I receive customer support?Please email us at supporr@elliegrace.com.au to receive customer support.
What do I do if I entered an incorrect shipping address?If you have placed an order and you have no yet received a shipping confirmation, please email us at support@elliegrace.com.au to change your address. If the order shipping confirmation has been received, unfortunately we cannot change the address, however we can re-send the order out to you at an additional cost of the shipping cost.
Can I change or cancel an order after I've submitted it?If we have not yet shipped your order, we can amend or cancel your order within 24 hrs of purchase, if we have shipped out your order, please wait until you have received your order to make a return request.
Can I pre-order an item that is sold out?Yes you can! please contact our email support to do a pre order if the item is available.
