Shipping Policy
At Elisa & Mae Sydney, we want your order to be handled carefully and delivered as smoothly as possible.
This Shipping Policy explains how we process and deliver orders placed through our website.
1. Order Processing Time
Once your order has been placed, please allow 1 to 3 business days for processing.
During this time, your order is checked, prepared and arranged for dispatch.
Business days are Monday to Friday, excluding applicable public holidays.
2. Shipping & Delivery Times
After your order has been processed and dispatched, delivery typically takes 8 to 12 business days.
Our estimated delivery times are:
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Processing time: 1 to 3 business days
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Transit time: 8 to 12 business days
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Total estimated delivery: 9 to 15 business days
Delivery times are estimates and may vary due to customs processing, carrier delays, busy sale periods, public holidays, weather conditions or other unforeseen circumstances.
3. Shipping Costs
We offer free standard shipping on all orders across Australia.
There are no additional standard shipping charges.
4. Where We Ship From
We work with international suppliers who ship products directly to our customers.
Our orders are dispatched from Asia and delivered to customers across Australia.
This means your order can be sent directly from our suppliers without first passing through a separate warehouse.
5. Shipping Carriers
Orders are shipped using international shipping partners and local delivery services, which may include Australia Post.
The delivery carrier may vary depending on your location and the shipping arrangements for your order.
6. Order Tracking
Once your order has been dispatched, you'll receive an email with your tracking information.
You can also visit our Track Your Order page to follow your delivery.
Please allow some time for tracking updates to become available after dispatch.
7. Incorrect Shipping Details
Please make sure your shipping address is correct before placing your order.
If you notice a mistake, contact us as soon as possible.
We'll do our best to help, but once an order has been processed or dispatched, changes may no longer be possible.
8. Delayed Orders
If your order hasn't arrived within the estimated delivery timeframe, please get in touch with us.
Include your name, order number and the email address used when placing your order.
We'll investigate the delay and help you with the next steps.
9. Lost or Missing Parcels
If tracking shows that your parcel has been delivered but you haven't received it, please check around your property and with anyone who may have accepted the delivery.
If you still can't locate your parcel, please contact us.
We'll investigate the situation with the delivery provider and arrange an appropriate solution in accordance with applicable consumer law.
10. Australian Consumer Law
Nothing in this Shipping Policy excludes or limits your rights under the Australian Consumer Law.
If an order cannot be delivered within the agreed timeframe or a reasonable time, you may be entitled to a remedy under applicable consumer law.
11. Contact Us
For any questions or enquiries, please feel free to contact us at info@elisamae.com.
Our customer care team is available Monday to Friday, 9:00 am to 5:00 pm, and Saturday and Sunday, 10:00 am to 4:00 pm (Sydney time).
We're always happy to help and will do our best to assist you with any questions or concerns.