Refund policy

SHOPELLA — RETURNS & REFUNDS POLICY

Last updated: 24/07/2026

We want you to love your Shopella purchase. If something is not right, please contact us and we will assist you.

CHANGE-OF-MIND RETURN WINDOW

You may request a change-of-mind return within 30 days of receiving your order.

To request a return, email info@shopella.com.au and include:

• Your full name
• Your order number
• The item you wish to return
• The reason for the return

Please do not send an item back until you have received return authorisation and return instructions from us.

Return locations vary depending on the product and fulfilment location. Items sent to an unauthorised address may not be accepted or may experience significant processing delays.

CHANGE-OF-MIND RETURN ELIGIBILITY

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

• Unused, unworn and unwashed
• In the same condition in which it was received
• Returned with all original tags attached
• Returned with its original packaging, dust bags, boxes and accessories
• Free from makeup, marks, odours, pet hair or other damage
• Requested within 30 days of delivery

We reserve the right to decline a change-of-mind return if the item does not meet these requirements.

CHANGE-OF-MIND EXCLUSIONS

We do not accept change-of-mind returns for:

• Sale or final-sale items
• Gift cards
• Earrings
• Swimwear bottoms
• Lingerie or intimate apparel
• Personalised, altered or custom-made products
• Items that have been worn, washed, damaged or used

These exclusions do not limit any rights you may have under the Australian Consumer Law in relation to faulty, damaged, unsafe, incorrect or misdescribed goods.

CHANGE-OF-MIND RETURN SHIPPING

Customers are responsible for the cost of returning change-of-mind items.

Where a prepaid return label is available and provided at the customer’s request, the label cost may be deducted from the refund amount.

We strongly recommend using a tracked shipping service. Shopella is not responsible for change-of-mind returns that are lost or damaged while being returned.

DAMAGED, INCORRECT OR FAULTY ITEMS

Please inspect your order after delivery and contact us as soon as reasonably possible if an item is damaged, faulty, unsafe, incorrect or significantly different from its description.

Email info@shopella.com.au and include:

• Your order number
• A description of the problem
• Clear photographs or video of the item
• Photographs of the packaging, where relevant

We may need to assess the item before confirming the appropriate remedy.

Where an item fails to meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or another remedy depending on the nature of the problem.

Where a return is required for an item that fails to meet a consumer guarantee, Shopella will provide return instructions and will cover or reimburse reasonable return shipping costs where required by law.

EXCHANGES

We do not currently provide direct exchanges.

For an eligible change-of-mind return, you may return the original item and place a new order for the preferred size, colour or product.

Faulty or incorrect goods will be handled in accordance with your rights under the Australian Consumer Law.

REFUNDS

Once an authorised return has been received and assessed, we will notify you by email.

Approved refunds will be issued to the original payment method.

Please allow up to 5–10 business days for the refund to be processed after approval. Your bank, card provider or payment service may require additional time for the funds to appear in your account.

Original delivery charges are generally not refunded for change-of-mind returns.

Where goods fail to meet a consumer guarantee, shipping charges and other remedies will be handled in accordance with the Australian Consumer Law.

If more than 15 business days have passed since your refund was approved, please contact info@shopella.com.au.

INTERNATIONAL RETURNS

International customers must contact us before returning an item.

For change-of-mind returns, customers are responsible for return shipping costs and any applicable customs, taxes or duties. These costs are non-refundable.

International customers may also have rights under the consumer protection laws applying in their country.

AUSTRALIAN CONSUMER LAW

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

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

CONTACT US

Email: info@shopella.com.au
Website: www.shopella.com.au