Shipping And Returns

es+elle ships orders worldwide.
If you order is URGENT please contact us and we will let you know if we can accommodate your order.
For personalised products, please allow 1-2 weeks for your order to be completed from the date your design proof was accepted before postage occurs. For non personalised products please allow 2 business days to process your order.
You will receive tracking details once your order has been shipped. If there is an order delay this will be stated on our website.


Orders are shipped using Australia Post and Sendle to ensure your parcels are delivered quickly and safely. Delivery charges are dependent on how many items you have purchased and are charged accordingly. All delivery charges include a tracking number and delivery by Australia Post/ Sendle directly to yours or your recipients home or business address. Deliveries made to business addresses must list the business/organisation name to deliver to this address. Unfortunately we cannot provide a specified delivery time.
Approx. Estimated Delivery Times*
3-10 business days within Australia
6-15 business days outside of Australia
*Please be aware that this is an estimated time frame and can extend during peak times

If your order has not arrived after these times, please contact Australia Post / Sendle with the tracking number you received when you placed your order. If they are unable to assist with your issue, please contact es+elle and we will do our best to help.
Once your order has been shipped, es+elle cannot accept responsibility for loss or any damage to your package. Please note that es+elle cannot be held responsible for postage delays that occur after your order has left our care. Deliveries are made during business hours Monday to Friday. No deliveries occur on public holidays.

Before placing an order with us, please double check the delivery address and information. Incorrect information can lead to an order being delayed or returned. If your order is returned and needs to be redirected or redelivered, you will be responsible for any additional delivery fees. Please note es+elle accepts no responsibility once your parcel has been sent or if you provide incorrect delivery information.

PLEASE CONTACT US IF YOU REQUIRE INTERNATIONAL SHIPPING
When international shipping is arranged, the customer is responsible for all customs/duties fees, if applicable. If your order is to be shipped outside of Australia, we assume that you’re aware of any import duties or taxes that may apply in the country your order is being shipped to. es+elle will not be responsible for the payment of any such costs, nor will we be responsible for replacing goods that may be seized by customs in your country.

RETURNS, EXCHANGES AND REFUNDS

Please choose carefully, as all of our products are customised to your requirements, returns, exchanges and refunds are not permitted due to change of mind.
es+elle does not take any responsibility for lost or damaged items. We take extensive care in making sure that all of our packages are inspected and securely packed before being sent, so the occurrence of transit damage or faulty items is very rare. If the parcel that the item arrives in is damaged and you believe the item inside may be damaged, we suggest that you refuse to accept the delivery. If you do wish to accept a damaged box please write a note on the form to say you ­­­­­­are accepting a damaged package.

If your item arrives to you damaged/or faulty please contact us at 
info@esandelle.com.au within 48 hours of you receiving the item.
Please include on the email your name, invoice number, a description of the damage/fault to the item and photographs. We will refuse a damaged/faulty return if you haven’t sent us an email and appropriate corresponding photographs within 48 hours after receiving your order.

If your order is deemed as having been damaged in transit, and we deem that it was the couriers fault, we will offer you a replacement of the same item. This item will be shipped within 24 hours of us receiving notification that your item has been damaged.

To receive a refund/or replacement on a faulty item, you will need to return the item in an unused condition, as you received it once approval of the return has been granted. Once your return has been approved, you must respond via email within 4 days and notify us with the chosen return option we have made available to you. If no response is received in this time, we have the right to refuse the return. Please take care in packaging the item to avoid further damage, please send via registered or tracked post and include the tracking number in the email. Once we have received the item and deemed it faulty/or damaged we will contact you to provide you with a reasonable resolution.


The customer is responsible for the return shipping fees for refunds. Please retain proof of postage until we have confirmed your replacement / store credit or refund has been processed.

​We reserve the right to refuse returns if they don’t meet the conditions above. Return contact is made during business hours. 

Any es+elle products that have any imperfections or inconsistencies are a result from being a handmade product therefore no return is offered.

CANCELLATIONS

Please double check your order before finalising through the checkout, once your order is confirmed, we are unable to accept any cancellations. We will be happy to assist you in any way we can with the selection of your items.

DESIGN PROOFS

You will receive your design proofs for your personalised cover within 2-3 days after payment has been received. You must carefully review all design proofs before accepting. If changes are required, please advise us of the changes you wish to be made. We accept no responsibility for any error after design proofs are confirmed.
If you do not respond to the initial design proof email, es+elle will send a follow up email. If no response is received within 5 business days we will print the initial proof we have sent. If there is a delay in sending your design proofs this will be stated on our website.

PROMOTIONS

From time to time we may offer promotions including, but not limited to, discount codes, vouchers or giveaways.
These promotions will only be valid for specified periods, and any and all conditions must be complied with in order to successfully redeem or qualify for promotional benefits. We reserve the right to suspend, cancel or modify any such promotions, at any time without notice or consequence. Vouchers won as part of promotional competitions are not valid with any other offer, and are applicable to purchase prices only (excluding shipping costs).