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Shipping Policy
We understand that delayed shipping due to COVID-19 has caused much uncertainty, and we truly appreciate your patience and kind understanding. We hope you and your loved ones are staying healthy and safe in these challenging times.
If your order is taking a long time to reach you, please contact us at support@aceandellie.com and our team will work towards the best solution for you based on your latest tracking information.
Thank you for supporting our small business!!
What is current shipping times?
Once an order is placed, it will generally take 3-4 business days for your order to be dispatched. In most cases, your parcel will be delivered through Australia Post eParcel. The delivery time to your destination will vary according to your postcode. Full details can be found at www.auspost.com.au.
Our team at Ace and Ellie are working their hardest to get every parcel to arrive safely and in a timely manner. Please allow extra time for post deliveries at peak times eg Christmas and Easter. Ace and Ellie does not accept any responsibility for shipping times and we cannot refund items that arrive later than required, although you may return them at your cost for a credit (exclusions may apply). We advise you can keep track of your delivery through your Ace and Ellie account or you can track the delivery status of your order on the Australia Post website. Should your package be returned to sender, you will be required to pay a fee for re-delivery.
Please make sure all postal information is correct and up to date, as we take no responsibility for incorrect information or sending your item to the incorrect address. Please advise us asap PRIOR to sending your item if your address is incorrect and provide us with the correct information. Once your item is shipped there is unfortunately nothing we can do.
Do you ship internationally?
Yes we can ship overseas!!!! At the checkout page you will be provided with a postage and handling quote before making payment.
International Shipping
Please allow 3 to 5 days for your order to be dispatched from our warehouse. The delivery to your destination will vary according to your postcode (please note some deliveries can take up to 5+ weeks to arrive during COVID). In addition to the items and delivery charges we apply to your order, you may also be required by your country of residence to pay import duties and taxes. Please contact your local customs office for further information so that you are aware about how the applicable duties and taxes apply. If the order is returned to us, we will require you to pay any costs incurred as a result.
Cancellation of Orders
Ace and Ellie may cancel your order if for any reason we are unable to provide you with the products you have ordered. If this does occur, we will contact you directly to discuss this. You will not be entitled to claim any additional amounts or seek compensation for any loss, damage or expense or for any loss of time or inconvenience caused from such cancellation.
How much does shipping cost (Australian Orders)?
$8.95 - Standard shipping
$11.95 - Express shipping (please note this does not speed up production time - just the time it takes to receive the parcel via Australia Post)
Shipping is always free for orders over $150. We may offer free shipping for lower amounts during certain sales or promotions.
All items are shipped from Brisbane, Australia.
Returns & Refunds
Please visit our Refunds and Returns page for full information about Refunds and Returns at Ace and Ellie.