Refund Policy

Returns & Refunds

Last updated: 30 July 2026

Thank you for shopping with Shopella.

This policy explains how order changes, cancellations, returns and refunds are handled. Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

1. Order Changes and Cancellations

Orders may begin processing shortly after checkout through our supplier network.

Please check your delivery address, billing details, size, colour and product selection carefully before placing your order.

Contact info@shopella.com.au immediately if you need to request a change or cancellation. We will try to assist, but changes and cancellations cannot be guaranteed once processing or fulfilment has begun.

If an order cannot be cancelled, you may request a return after delivery, subject to the conditions below.

2. Change-of-Mind Returns

Eligible products may be returned for change of mind within 14 days of delivery.

To request a return, email info@shopella.com.au within the 14-day return period and include:

Your full name
Your order number
The item you wish to return
The reason for the return
Any relevant photographs, where requested

Do not send an item back before receiving approval and return instructions from Shopella.

3. Return Approval and Instructions

Once your return request has been reviewed and approved, we will provide:

Return authorisation
The correct return address
The approved shipping method
The deadline for sending the return
Any required packaging or documentation instructions

Some products must be returned to an international supplier or warehouse.

Returns sent without approval, to an incorrect address, after the stated deadline or using an unapproved delivery method may not be accepted.

4. Conditions for Change-of-Mind Returns

To qualify for a change-of-mind return, the item must be:

Unworn, unused and unwashed
In its original condition
Free from marks, scents, alterations or damage
Returned with all original tags attached
Returned with any included accessories, certificates, dust bags, boxes or other components

All returned products are inspected before a refund is approved.

We may decline a voluntary change-of-mind return if the product does not meet these conditions.

These requirements do not limit your rights where a product is faulty, unsafe, incorrect, misdescribed or otherwise fails to meet a consumer guarantee.

5. Items Excluded From Change-of-Mind Returns

The following may not qualify for a voluntary change-of-mind return:

Products that have been worn, used, washed, altered or damaged after delivery
Products missing their original tags or included accessories
Products clearly marked Final Sale before purchase
Hygiene-sensitive products where a protective seal has been opened, where permitted by law
Returns requested outside the 14-day return period
Returns sent without prior approval
Returns that do not follow the supplied return instructions

Sale or discounted products are not automatically excluded unless they were clearly marked Final Sale before purchase.

Pre-loved or pre-owned products may be excluded from change-of-mind returns only where this is clearly stated on the product page before purchase.

These exclusions do not remove your rights if a product is faulty, unsafe, incorrect, misdescribed or otherwise fails to meet a consumer guarantee.

6. Incorrect Size or Colour

Eligible items ordered in the wrong size or colour may be returned as a change-of-mind return within 14 days of delivery.

The customer is responsible for return shipping costs.

Please review the available product measurements and sizing information carefully before ordering, as sizing may vary between brands.

7. Faulty, Damaged, Incorrect or Misdescribed Items

Please inspect your order after delivery.

Contact info@shopella.com.au as soon as possible if an item:

Arrives damaged
Is faulty or unsafe
Is the wrong product
Is significantly different from its description or images
Does not perform as reasonably expected

Please include your order number, a description of the problem and clear photographs or videos where possible.

Providing this information promptly helps us investigate the issue, but your rights regarding faulty products are not limited to the 14-day change-of-mind period.

Depending on the circumstances and whether the problem is major or minor, you may be entitled to a repair, replacement, refund or another appropriate remedy.

Shopella will handle your claim. You will not be required to resolve the matter directly with our supplier or the manufacturer.

8. Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for:

Return shipping costs
Any applicable customs, brokerage or handling charges
Using the approved tracked courier
Following the return instructions supplied by Shopella
Keeping proof of shipment and the tracking number

Regular postal services may not be accepted by some international return warehouses. The required return method will be included in your authorisation.

The customer remains responsible for the return parcel until it is received at the approved return location.

Where an item is confirmed as faulty, damaged, incorrect or misdescribed, Shopella will arrange or reimburse reasonable return shipping costs where required under Australian Consumer Law.

9. Exchanges

We do not guarantee direct exchanges.

To obtain another size, colour or product, you may need to:

Place a new order for the replacement item.
Return the original product under this policy.
Receive a refund after the original item has been received, inspected and approved.

This process helps prevent the replacement product from selling out while the return is in transit.

10. Refunds

We will notify you after the returned item has been received and inspected.

If the return is approved, the refund will be issued to the original payment method. Your bank, card provider or payment service may require additional time to display the refund.

For approved change-of-mind returns:

The eligible product purchase price will be refunded.
Original shipping charges are generally not refundable.
Return shipping, customs and handling costs are the customer’s responsibility.
Any non-refundable costs will be explained before the return is completed.

For faulty, damaged, incorrect or misdescribed products, refunds and applicable delivery costs will be handled according to the Australian Consumer Law.

11. Declined Returns

A voluntary change-of-mind return may be declined if the item:

Has been worn, used, washed or altered
Has been damaged after delivery
Is missing tags or included accessories
Was returned without approval
Was sent to an incorrect address
Was sent outside the approved timeframe
Does not meet the conditions in this policy

If a return is declined, you may be responsible for the cost of sending the item back to you. We will contact you before arranging any additional shipment or charge.

This section does not apply where the item is faulty or otherwise covered by Australian Consumer Law.

12. Late or Missing Refunds

After receiving confirmation that your refund has been processed:

Allow time for your bank or payment provider to process it.
Check the original payment account.
Contact your bank or card provider if necessary.
Email info@shopella.com.au if the refund is still missing.

13. Incorrect Addresses and Unclaimed Parcels

Customers are responsible for providing a complete and accurate delivery address.

Contact us immediately if you notice an error. We will try to correct it before dispatch, but changes cannot be guaranteed after processing begins.

Where a parcel is returned because the address was incorrect or incomplete, the parcel was refused, or it was not collected, the customer may be responsible for reasonable return, redelivery, customs or handling costs where permitted by law.

14. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

The 14-day period in this policy applies to Shopella’s voluntary change-of-mind returns. It does not impose a fixed time limit on your rights regarding faulty goods.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.