shipping & returns

How do I work out my delivery costs?

Ella and Sofia has international and national coverage for majority of its products and delivery costs will vary throughout our whole product range. To work out your delivery costs add the item to the shopping cart and type in your post code. This will work out the delivery charges and also give you different delivery options if available.

Combining items in your cart will consolidate your delivery costs and the more you combine the cheaper the consolidated delivery charge will be.

When will my products arrive?

The time taken for our products to be made and delivered is approximately 4 weeks, except furniture which can have lead times up to 12 weeks. Once the items leave our warehouse you will be notified via email that it has left and also be given a tracking number.
We use various carriers to deliver the goods to you and each of these carriers has varying speeds of delivery times. Therefore, the time taken for the goods to reach you once they have left our warehouse will depend on the carrier and your location. The average time taken is from 1-5 business days.

What if I am not home to accept my delivery?

Where suitable, we recommend you have your purchases delivered to your workplace address. If no one is present when the delivery is made the courier will leave a calling card explaining how to collect or arrange re-delivery. If the parcel is being delivered by Australia Post then it will be available for collection from you local Post Office.

Can you deliver to my PO BOX address?

Yes we can deliver to a PO Box when the items are being sent via Australia Post.

How do I track the status of my order?

Once your items have been shipped out you will get an email notification and a tracking number attached to it. This tracking number will be a reference from Australia Post. If being sent by a courier, your delivery will have a tracking code which can be quoted to the courier company.

For more information on Australia Post visit www.austpost.com.au or Phone: 13 23 45

Can I pick up my order?

Unfortunately, we don’t allow pick-ups for any of our products however in some cases we may be able to arrange a different transport method for special orders. Contact us for more information: (info@ellaandsofia.com or 02 8004 1604).

Do you ship outside of Australia?

We can ship to virtually to any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the lead times of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full $AU dollar.

Return Policy

You may return most new, unopened items within 5 days of delivery for a full refund. If you decide to return your item then we'll refund the purchase price, less two delivery fees (to cover the outward and inbound delivery costs). Some of our products can be offered with free delivery. Please be aware that if you return one of these products our actual delivery costs (both outbound and inbound) will be deducted from your refund. The item must be returned in its original condition so that we can endeavour to re-sell it.

You should expect to receive your refund within four weeks of giving your package to the return shipper however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Credit notes are also available and must be used within 6 months of date issued.

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Please note that custom orders cannot be returned as produced to client specifics.

Damages

In the unlikely event that your item arrives damaged contact us on+ 61 2 8004 1604 or info@ellaandsofia.com and include the order number and tell us which items were damaged and how (sending us a digital photo would be really helpful if you can).

We shall then send a replacement and we'll pay to have the damaged item returned to us.

Please make sure that you check for damage immediately upon receiving the product(s), as we cannot take responsibility for damages that may happen once you have received the product(s).

Understanding Samples and Wallpaper Specifications  Due to the process of printing, each batch of wallpaper may differ slightly from a custom sample or those shown in our sample book. Project materials should be ordered to specifications to reduce the risk of slight colour discrepancies. All custom wallpapers are made to order and cannot be returned.