Replace the current FAQ with this version so it matches your updated returns, shipping and authenticity pages.
Frequently Asked Questions
Welcome to the Shopella FAQ. Here you’ll find answers to common questions about our products, orders, delivery, returns and customer support.
For further assistance, contact info@shopella.com.au.
1. Where is Shopella based?
Shopella is an Australian-based online fashion boutique located in Sydney.
We curate recognised designer labels and established fashion brands from selected European and international suppliers.
2. What types of products do you sell?
Our collections may include:
- New designer and contemporary fashion
- Clothing, footwear and accessories from recognised labels
- Selected pre-loved or pre-owned designer pieces
Pre-loved products will be clearly identified on their product page, together with available information about their condition.
3. Where do your products come from?
Our products are sourced through selected international suppliers, distributors and European fashion networks.
Some products may be dispatched directly from overseas warehouses. This allows us to offer access to brands and styles that may be difficult to find locally.
4. Are your products authentic?
Shopella does not knowingly sell counterfeit, replica or imitation products.
Our products are sourced through selected suppliers that represent their items as genuine and authentic.
Products supplied through established designer-fashion networks may include original brand tags, labels or packaging. Packaging can vary depending on the brand, product and warehouse.
Contact us if you have any concerns about the authenticity of an item you receive.
5. Do you ship worldwide?
We deliver throughout Australia and to selected international destinations available at checkout.
International shipping is not available to every country. Availability may depend on the product, supplier, delivery address and courier restrictions.
6. How much does shipping cost?
Australia
- Standard Tracked Shipping: $12.95 AUD
- Express Tracked Shipping: $16.95 AUD
- Free Shipping on orders of $300 AUD or more
Selected International Destinations
- Standard Tracked International Shipping: $29.00 AUD
- Express Tracked International Shipping: $45.00 AUD
- Free International Shipping on orders of $450 AUD or more
The shipping options and charges displayed at checkout apply to your order.
7. How long will delivery take?
Delivery times vary depending on:
- The product and supplier
- The warehouse location
- Your delivery destination
- The shipping method selected
- Customs processing
- Courier delays
- Public holidays and peak shopping periods
Any delivery estimate shown on our website, at checkout or in your shipping notification is an estimate rather than a guaranteed delivery date.
Please review our Shipping & Delivery Policy for more information.
8. Will I receive tracking information?
Yes. Once tracking becomes available, it will be sent to the email address used at checkout.
Tracking may take several business days after dispatch to show its first scan or movement.
Contact info@shopella.com.au if your tracking has not updated for seven business days.
9. Why did I receive more than one parcel?
Products from the same order may be supplied from different warehouses or suppliers.
This means:
- Items may arrive separately
- You may receive more than one tracking number
- Parcels may arrive on different days
You will not be charged extra shipping simply because your order is divided into multiple parcels.
10. Will I need to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes, brokerage charges or other fees imposed by the destination country.
Unless these charges are collected at checkout, they are normally payable by the recipient.
Shopella does not control charges imposed by overseas customs authorities. We recommend checking your local import requirements before ordering.
11. Can I return an item if I change my mind?
Eligible products may be returned for change of mind within 14 days of delivery.
The item must generally be unworn, unused and returned in its original condition with its tags and included accessories.
Customers are responsible for approved change-of-mind return shipping costs.
Email info@shopella.com.au before returning anything. We will provide the correct return address, carrier requirements and instructions.
12. Can I return a pre-loved item?
Products clearly identified as Pre-Loved, Pre-Owned or Final Sale may be excluded from voluntary change-of-mind returns where this is stated before purchase.
This does not remove your rights if an item is faulty, unsafe, incorrect, misdescribed or otherwise fails to meet a consumer guarantee.
13. What if my item arrives damaged, faulty or incorrect?
Contact info@shopella.com.au with:
- Your full name
- Your order number
- The item name
- A description of the problem
- Clear photographs of the item, tags and packaging where relevant
Depending on the circumstances, you may be entitled to a repair, replacement, refund or another appropriate remedy.
Your rights regarding faulty products are not limited by our 14-day change-of-mind return period.
14. Do you offer exchanges?
We do not guarantee direct exchanges.
To obtain another size, colour or product, you may need to place a new order and return the original item separately under our Returns & Refunds Policy.
This helps prevent the replacement item from selling out while the return is being processed.
15. Can I cancel or change my order?
Contact us immediately if you need to request a change or cancellation.
Orders may begin processing shortly after checkout, so changes and cancellations cannot be guaranteed once fulfilment has started.
If an order can no longer be cancelled, you may request a return after delivery, subject to our Returns & Refunds Policy.
16. What should I do if I entered the wrong address?
Email info@shopella.com.au immediately.
We will try to correct the address before dispatch, but changes cannot be guaranteed after processing has begun.
Customers may be responsible for reasonable return or redelivery costs where a parcel is returned because an incorrect or incomplete address was provided.
17. What payment methods do you accept?
Available payment methods are displayed securely at checkout.
Payment options may vary depending on your location, device and the payment services currently enabled by Shopella.
Never send full payment card details to us by email, telephone or social media message.
18. Do you offer promotions?
Shopella may offer seasonal promotions, special offers or discount codes from time to time.
Subscribe to our newsletter or follow our active social-media accounts for updates on new arrivals and promotions.
Discount conditions, expiry dates and product exclusions will be displayed with the relevant offer.
19. How can I contact Shopella?
Email: info@shopella.com.au
Support hours: Monday to Friday, 9:00 am to 5:00 pm Australian Eastern Time
Response time: We aim to respond within 1–2 business days.
Enquiries received on weekends or Australian public holidays will be answered on the next available business day.