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Shipping

 Enjoy Free Shipping on orders over $1000.

  • How long will it take to receive my order?

    To receive your orders by Christmas with Standard Post, order by Sunday 13th December

    Our team are making every effort to ensure that your order is dispatched as quickly as possible, however please check delivery guides from Australia Post due to high volumes at this time. For orders placed after this date, we recommend Express Post and also checking delivery guides from Australia Post.

    Delivery times depend on the postal service within your area. All orders are dispatched the following business day from our Sydney distribution centre, in line with the shipping method selected and as defined below.

    Delivery times depend on the postal service within your area. All orders are dispatched the following business day from our Sydney distribution centre, in line with the shipping method selected and as defined below.

    Shipping method Cost Delivery time

    Standard Post

    FREE on orders over $1000

    or

    $30 on orders under $1000

    Approximately 2 to 5 business days to all locations in Australia except Western Australia and Northern Territory.

    Express Post

    $30 on all orders

    Approximately 1 to 2 business days to all locations in Australia except Western Australia and Northern Territory.


    What if my order has not arrived after 7 working days?

    Delivery times do vary and are also dependent on your postal service and destination. While there is tracking available for registered post the best option would be to check with your local post office as sometimes notice of attempted delivery may be misplaced. Contact details for your local post office can be obtained through the Australia Post website.

    How will I know when my order has been shipped?

    You will receive an email informing you that your order has been dispatched.

    How can I track my order?

    You will receive an email informing you that your order has been dispatched. In this email there will be a link to access your tracking. Click on the tracking link which will take you to Australia Post's website for more details.

    I have lost my receipt. Can I please obtain a replacement?

    Yes. Please contact our Customer Care Team on 1300 136 661 and we can arrange for a receipt to be emailed to you.

    Do you offer international shipping?

    Products purchased on this website can only be delivered within Australia.

    Conditions

    • We are not responsible for any delays that may occur to a parcel due to the fault of Australia Post.
    • We are not responsible for parcels that are damaged or lost during transit due to the fault of Australia Post.
 

 

 

Returns Policy

We hope that you are excited about receiving your Ella Baché order. However, if for any reason you are not entirely satisfied you may return any item in accordance with our returns policy and procedure below.

Please note due to the personal nature of skincare products we cannot accept returns on any used or opened items.

The returns policy covers:

  1. Goods invoiced but not supplied
  2. Incorrect supply
  3. Incorrect product ordered
  4. Faulty product

The returns process

Step 1 - Notifying us of your intention to return your order

Notification of your intention to return any goods within 21 days after receiving your order can be done by either calling our Customer Care Team on 1300 136 661 or by emailing us at onlineorders@ellabache.com.au. You will need to complete a 'Returned Goods Authorisation Form' which can only be obtained via our Customer Care Team. This form will need to accompany all returned goods in order to receive a refund or exchange.

Step 2 - Completing the necessary documentation

On notification of your intention to return goods, Customer Care will take note of your customer order number and the description of the goods which are being returned; this information can be found on your dispatch note. Customer Care will then issue you with an authorisation number and an email confirmation. Please keep a copy of this authorisation number for future reference with Customer Care with regards to this matter.

Step 3 - Returning the product

Please ensure that the returned goods parcel is properly sealed, and that you have included within the returned parcel the 'Return Goods Authorisation Form.' We strongly recommend that the parcel be sent by a recorded delivery service (one that requires a signature upon receipt).

You should retain the recorded delivery receipt in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.

Please note: Return shipping costs are not covered by Ella Baché and will not be included in your refund.

Step 4 - Processing the refund

We will process the calculated refund within 7 days of receiving your returned goods, provided that you have returned the goods to us in their original condition within 30 days from receiving your order. You will receive email notification of your refund from Ella Baché online. If you have requested an exchange or replacement, this will also be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.

Please note: Refunds are to the total value of the returned goods only. You will not receive a refund on your original shipping cost.

This policy is only applicable to purchases made online. We're sorry, but returns or exchanges for purchases made at an Ella Baché salon or David Jones counter may not be returned or exchanged online.

 


  

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