Shipping Policy

Shipping & Delivery

Last updated: 30 July 2026

Shopella delivers throughout Australia and to selected international destinations.

Products may be dispatched directly from international suppliers and warehouses, including locations in Europe. Available shipping destinations, methods and charges are confirmed at checkout.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

1. Order Processing

Orders generally require 1–5 business days for processing, depending on product availability, supplier processing and quality-control requirements.

Some BrandsGateway orders may be dispatched within approximately 24–48 hours, but processing times can vary between products and suppliers.

Processing time is separate from delivery time.

Once your order has been dispatched, you will receive a shipping confirmation email containing available tracking information.

Orders are not normally processed or dispatched on weekends or applicable public holidays.

2. Shipping Destinations

We currently ship to:

Australia
Selected international destinations available at checkout

International shipping is not available to every country. Availability may depend on:

The product and supplier
The warehouse location
The delivery address
Courier restrictions
Local customs and import requirements

If an item cannot be delivered to your address, we will contact you and provide an appropriate solution.

3. Australian Shipping Rates

Our current Australian shipping rates are:

Standard Tracked Shipping: $12.95 AUD
Express Tracked Shipping: $16.95 AUD
Free Shipping on orders of $300 AUD or more

Express shipping may not be available for every product or delivery address.

4. International Shipping Rates

For selected international destinations, our current rates are:

Standard Tracked International Shipping: $29.00 AUD
Express Tracked International Shipping: $45.00 AUD
Free International Shipping on orders of $450 AUD or more

All shipping charges are displayed in Australian dollars unless otherwise stated.

The shipping methods, charges and free-shipping eligibility displayed at checkout apply to your order. Shopify calculates available rates using factors such as the delivery location, order details and delivery method.

5. Estimated Delivery Times

Delivery times depend on:

The supplier and warehouse location
Your delivery destination
The selected shipping method
Customs processing
Courier delays
Public holidays and peak shopping periods
Severe weather or other disruptions outside our reasonable control

BrandsGateway currently advises that delivery commonly takes approximately three business days within the European Union and five to seven business days outside the European Union after dispatch. These supplier timeframes do not include Shopella’s processing time and may not apply to products supplied through other partners.

Any delivery period displayed on our website, at checkout or in an order notification is an estimate and is not a guaranteed delivery date.

Selecting express shipping means a faster available shipping service is used. It does not guarantee delivery by a particular date unless this is expressly stated at checkout.

6. Multiple Parcels

Products in the same order may be supplied from different warehouses or suppliers.

As a result:

Items may arrive in separate parcels.
You may receive more than one tracking number.
Parcels may arrive on different days.

You will not be charged additional shipping fees beyond the amount confirmed at checkout solely because your order is divided into multiple parcels.

7. Tracking Your Order

When tracking information becomes available, it will be sent to the email address entered at checkout.

Tracking may take several business days after dispatch to show its first scan or movement. A temporary lack of updates does not necessarily mean that the parcel has stopped moving.

Contact info@shopella.com.au with your order number if:

You have not received tracking after dispatch.
Your tracking has not updated for seven business days.
Your parcel is marked delivered but has not been received.

8. Customs, Duties and 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 specifically collected at checkout, they are generally payable by the recipient.

Shopella does not control charges imposed by overseas customs authorities and cannot guarantee the amount that may be payable.

We recommend checking your country’s import requirements before placing an international order.

If a parcel is returned because customs charges were refused or unpaid, reasonable return shipping, customs or handling costs may be deducted from any refund where permitted by law.

9. Delayed Parcels

We will investigate the delay with the relevant supplier and delivery carrier. Courier or customs investigations may require additional time to complete.

Shopella is not responsible for causing delays outside our reasonable control. However, we will not automatically refuse assistance merely because a courier, customs authority or another third party caused the delay.

Where paid products cannot be supplied within the agreed period or within a reasonable period, an appropriate solution may include a replacement or refund, depending on the circumstances.

10. Lost or Missing Parcels

If a parcel appears to be lost, contact info@shopella.com.au with your order number and tracking details.

We will open an investigation with the relevant supplier and carrier.

If the parcel is confirmed as lost or cannot be delivered, we will assess the appropriate remedy. Depending on the circumstances, this may include:

Reshipment
Replacement
Refund

Please do not submit a chargeback while an active carrier investigation is underway without first contacting us, as this may delay our ability to resolve the matter.

11. Incorrect Delivery Addresses

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 once processing or fulfilment has begun.

Shopella is not responsible for an unsuccessful delivery caused solely by incorrect or incomplete information supplied by the customer.

If a parcel is returned because the address was incorrect or incomplete, the customer may be responsible for reasonable return and redelivery costs where permitted by law.

12. Unclaimed or Refused Parcels

Customers are responsible for monitoring tracking information and collecting parcels where required.

If a parcel is returned because it was:

Not collected
Refused without an approved reason
Unable to be delivered because the recipient could not be contacted
Returned because applicable import charges were not paid

the customer may be responsible for reasonable return, redelivery, customs or handling costs where permitted by law.

We will contact you before arranging redelivery or deducting an eligible cost from a refund.

13. Packaging

Products are packaged appropriately for delivery.

Packaging may vary depending on the brand, product, supplier and warehouse. Items may arrive in branded, plain or protective external packaging.

Designer boxes, dust bags, certificates, branded shopping bags or other packaging are included only where supplied with the product. They are not guaranteed unless specifically stated on the product page.

14. Australian Consumer Law

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

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

Store policies cannot remove a customer’s legal rights where products are faulty, unsafe, significantly different from their description or otherwise fail to meet a consumer guarantee.