When will my order be shipped?
All orders are posted once a week, either Wednesday or Friday. If you wish to receive your order sooner, please contact me and I will happily arrange a sooner dispatch time for you. 

Please allow the below estimated time frame for delivery from when you receive an email regarding your order as "Completed" (depending on location distance from or within Australia).

Can I get a refund or exchange?
No exchanges or refunds for change of mind, unless the item is faulty. Photographic proof is required and returns are only valid within 30 days from delivered date. 

Why did I receive an email stating my order is complete if my order hasn't arrived?
'Complete' simply means your order is on its way! Once I finish packing and printing labels, I mark the order as fulfilled and you will be notified that your order is complete. This does NOT mean it is delivered.

Please note that once parcels are handed off to Auspost, I have no control over the process on their end so please be patient and if you have any issues with your tracking number or you haven't received your parcel after the ETA, please contact me. 

Why does shipping cost this much?
Shipping rates are calculated at checkout time based on your address and chosen shipping method using real time Auspost rates. In some cases, rates have been adjusted due to the labor of packaging and shipping material costs for certain products or for bigger orders that involve more time and usage of packing materials. 

What packing materials do you use?
I do my best to ensure all parcels are packaged securely either with high quality packaging supplies such as cardboard box mailers and tough rigid mailers. Alternatively I also pack orders with reused materials from orders I receive myself! These packages have a 'Ugly Box' sticker on them. They're perfectly fine, just obviously reused. If you receive a package from me please remove any plastic tape or bags from the box or mailer, then recycle or reuse!

Why is there no cheaper shipping option for my order?
Items such as limited edition releases, fine art prints and original artworks can only be shipped with standard tracking or express to ensure they can be tracked and arrive safely to you. These items cannot be replaced so paying the extra for tracked shipping gives you peace of mind. 

IF YOU HAVE ANY QUESTIONS TO ASK ME REGARDING SHIPPING OR SHOP STUFF, FEEL FREE TO CONTACT ME!

GENERAL INFO

ESTIMATED SHIPPING TIMES*:
AUSTRALIA STANDARD (TRACKED):  4 - 10 DAYS
NEW ZEALAND TRACKED: 1 - 2 WEEKS
REST OF WORLD TRACKED: 2 - 4 WEEKS
*Does not include processing time. 

ALL POSTAGE TIMES ARE ESTIMATES AND MAY VARY DEPENDING ON LOCAL POSTAGE SERVICES AND CUSTOMS IN YOUR COUNTRY. PLEASE WAIT FOR THE TIME ESTIMATED ABOVE TO PASS BEFORE CONTACTING ME ABOUT THE DELIVERY STATUS OF YOUR ORDER. YOUR ORDER WILL BE SHIPPED TO THE ADDRESS YOU SUBMIT WHEN YOU ORDERED SO PLEASE CHECK THIS BEFORE YOU PURCHASE.

PRIVACY & SECURITY POLICY:
ELROSABEL IS DEDICATED TO KEEPING YOUR DETAILS PRIVATE. ANY INFORMATION I COLLECT IN RELATION TO YOU IS KEPT STRICTLY SECURED. I DO NOT PASS ON, SELL OR SWAP ANY OF YOUR PERSONAL DETAILS WITH ANYONE. 

CUSTOMER SERVICE POLICY:
ELROSABEL IS COMMITTED TO PROVIDING QUALITY CUSTOMER SERVICE AND WILL ENSURE PRODUCTS ARE MADE FROM QUALITY RESOURCES AND OF MORAL STANDARDS. ALL PRODUCTS THAT ARE CURRENTLY AVAILABLE ARE PRICED AND DESCRIBED CORRECTLY. 

CUSTOMER TERMS AND AGREEMENT
AS THE CUSTOMER, YOU UNDERSTAND THAT THIS IS A SMALL ONE PERSON OPERATED BUSINESS AND THAT YOUR ORDER MAY TAKE UP TO 5 DAYS TO PROCESS BEFORE IT IS SHIPPED. ONCE PURCHASED, YOU AGREE THAT THE ADDRESS PROVIDED IS CORRECT AND YOUR ORDER WILL BE SHIPPED TO THIS ADDRESS. YOU UNDERSTAND THAT ELROSABEL HAS NO CONTROL OVER LOSS OR DAMAGE OF PARCELS AS IT IS HANDLED THROUGH AUSPOST OR YOUR LOCAL POSTAL SERVICE. ANY TAX OR EXTRA CHARGES IN YOUR COUNTRY MUST BE PAID BY THE CUSTOMER. IF YOUR PARCEL DOES NOT ARRIVE AFTER THE ESTIMATED DELIVERY PERIOD, YOU UNDERSTAND TO CONTACT ELROSABEL AS SOON AS POSSIBLE AND THAT A REFUND IS ONLY OFFERED ON CASE BY CASE BASIS. COST OF SHIPPING IS NOT REFUNDED.

THANKS FOR READING! PLEASE CONTACT ME IF YOU HAVE FURTHER ENQUIRIES.