Shipping Policy
This policy explains how and when your Eloise Melbourne order will be delivered.
Free tracked shipping Australia-wide
All orders ship free with tracking to any address in Australia. Prices are shown in Australian dollars (AUD) and include GST, so there are no extra charges on delivery.
Processing time
Every order is packed and dispatched from our Australian warehouse within 1–2 business days. During busy periods (sales, Black Friday, Christmas) processing may take a little longer. Business days are Monday to Friday, excluding public holidays.
Delivery time
Once your order has shipped, delivery usually takes 2–5 business days. Regional and remote areas may take a few extra days.
Delivery times are estimates and can be affected by factors outside our control, such as carrier delays, weather, public holidays and peak periods.
Order tracking
As soon as your order ships, we will email you a tracking number. You can follow your parcel at any time on our Track Your Order page. Please also check your spam or promotions folder.
Shipping address
Please make sure your shipping address is complete and correct. If a parcel is returned to us because of an incorrect or incomplete address, or because it was not collected, any cost of re-sending it may be charged to the customer.
Parcel marked as delivered but not received
If your tracking shows "delivered" but you cannot find your parcel:
- check with neighbours, building reception or any safe place the carrier may have used,
- contact us within 48 hours of the delivery date shown in your tracking.
We will work with the carrier to investigate. In some cases we may ask you for a short statement to open a claim.
Orders with multiple items
If you order several items, they may arrive in separate parcels. You will receive tracking for each one.
Questions
Email us at support@eloisemelbourne.com and we will reply within one business day.