Orders & Returns

Orders & Returns

Last updated: 21/10/2025

Thank you for shopping with Shopella.
Please read the following information carefully to understand how orders, cancellations, and returns are handled.

1. Placing an Order

Once an order is placed through our website, it is automatically processed by our international suppliers.
We cannot modify or cancel orders once they have been submitted, as processing begins immediately.

Please ensure that:

  • Your shipping and billing details are correct.

  • You’ve double-checked sizing and colour selections.

If you notice a mistake right after checkout, contact us immediately at info@shopella.com.au — we’ll do our best to help before dispatch, but changes cannot be guaranteed.

2. Order Confirmation

After you place an order, you’ll receive:

  • An Order Confirmation Email acknowledging your purchase, and

  • A Shipping Notification Email with tracking information once your order has been dispatched.

Please allow up to 5 business days for tracking to appear, as items are shipped from our global suppliers.

3. Cancellations

Orders cannot be cancelled once they’ve been submitted, as fulfillment begins immediately through our supplier network.
If you need to request a cancellation, please email us right away — we’ll check if your order has not yet been processed.

4. Returns & Exchanges

We want you to love your purchase. However, as our items are shipped directly from international partners (including BrandsGateway), we can only accept returns under the following conditions:

Returns are accepted only if:

  • The item arrives damaged, defective, or significantly different from the product description.

  • You received the wrong item.

To qualify:

  • Contact info@shopella.com.au within 7 days of receiving your order.

  • Provide clear photos or videos showing the issue.

  • The item must be unworn, unused, and in its original packaging with all tags attached.

Once your return is approved, we’ll provide the supplier’s return instructions.

5. Non-Returnable Items

Because of hygiene and international logistics, the following cannot be returned or exchanged:

  • Change of mind or incorrect sizing

  • Sale or clearance items

  • Accessories, swimwear, lingerie, or beauty products

Please check sizing information and descriptions carefully before purchase.

6. Return Shipping Costs

Customers are responsible for return shipping costs unless the item is damaged or incorrect.
We recommend using a trackable international courier when returning items.

7. Refunds

Once your return is received and inspected by our supplier, we’ll notify you of the outcome.
If approved, a refund will be issued within 7–14 business days to your original payment method.
Shipping fees are non-refundable.

8. Late or Missing Refunds

If you haven’t received your refund after 14 business days:

  1. Check with your bank or card provider first (processing times may vary).

  2. If it’s still missing, contact us at info@shopella.com.au for assistance.

10. Contact Us

For all order or return questions, please email us at:
📧 info@shopella.com.au
🌐 www.shopella.com.au