Welcome to the Shopella FAQ — here you’ll find answers to the most common questions about our store, orders, and shipping process.
If you can’t find what you’re looking for, feel free to contact us at info@shopella.com.au — we’re happy to help.
Shopella is proudly based in Sydney, Australia.
We’re an online boutique curating the best of international fashion from trusted global suppliers and luxury distributors.
We partner with verified international suppliers, including BrandsGateway (a leading European luxury fashion dropshipping platform).
All items are authentic and shipped directly from our overseas partners to ensure the best selection and genuine quality.
Orders are shipped internationally and typically arrive within:
Australia & New Zealand: 7–20 business days
USA & Canada: 7–18 business days
UK & Europe: 5–15 business days
Please note: Delivery times may vary depending on customs, holidays, and courier delays.
You’ll receive tracking details once your order has shipped.
Depending on your country, custom duties or import taxes may apply.
These are charged by local authorities and are the responsibility of the customer.
We recommend checking your country’s import regulations before placing an order.
We accept returns only for damaged, defective, or incorrect items.
Because our products are sourced from international partners, we’re unable to offer returns or exchanges for change of mind or sizing issues.
If there’s a problem with your order, please contact us at info@shopella.com.au within 7 days of receiving your item, including clear photos of the issue.
We’re so sorry if that happens!
Please email info@shopella.com.au with your order number and photos of the damaged or incorrect item.
We’ll review your case and arrange a replacement or refund once confirmed.
Orders are processed automatically once placed, so we’re unable to cancel or change them once submitted.
If you notice an error, contact us immediately — we’ll do our best to help if the order hasn’t been shipped yet.
Yes. Every product listed on Shopella is 100% authentic and sourced from trusted, verified suppliers.
We only work with official distributors and fashion partners to ensure all items are genuine and high quality.
Your order may arrive in more than one shipment because items can come from different warehouses or suppliers.
Each parcel will have its own tracking number if available.
Once your order has shipped, you’ll receive an email with tracking details.
Please allow a few days for tracking to update after dispatch.
Yes! We often run seasonal promotions and flash sales.
Follow us on Instagram and Facebook (@shopella.fashion) or subscribe to our newsletter to stay updated on new arrivals and exclusive offers.
You can reach our customer support team anytime via:
📧 info@shopella.com.au
We aim to respond within 24–48 hours (business days only)
