FAQ
Hopefully your question can be easily answered below. If not feel free to contact us so we can help you further.
When and how can I order?
You can order via this website at any time. You can also call us to place an order on 02 9327 7259. General business hours are Monday to Friday 9am – 5pm (AEST local time). E-mail and phone messages are often checked outside business hours and responded to regularly. Feel free to contact us with any questions.
What payments do you accept?
All our online payments are processed securely through PayPal. Through this we accept credit cards (Visa, MasterCard), debit cards or a PayPal account. Please note that you do NOT have to have a PayPal account to pay using a credit or debit card. We also accept credit card orders over the phone (Visa and Mastercard only), these will be processed securely through PayPal.
If you wish to pay by cheque, money order or bank transfer please contact us and we will happily arrange this.
Why does checkout direct me to PayPal when I want to pay with a credit card?
As mentioned above, all our online payments are processed securely through PayPal but you do NOT need a PayPal account to pay. Once you get to PayPal you will see that you can choose to just pay with a credit card. See image below
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How soon does my order go out?
If you order before 10am (Mon – Fri) your order will shipped that same day.
Do you have an actual store that we can come to?
No, we are an online store only but we do allow pick-ups at our office in Sydney for orders placed online. See the ‘pick-ups’ question below
What are your shipping rates and returns policies?
Check out our shipping + returns page for all info regarding this
Do you ship internationally?
Yes we do! Through our website we ship to Australia, New Zealand and USA. For all other countries, please contact us for a shipping quote.
Do you allow pick-ups?
Yes we do allow pick-ups for anyone who wants to swing by our home office in Sydney. You just need to contact us after placing your order online and arrange a time that suits us both.
Can I change my order?
Yes you can, provided it has not already been packed and shipped. We are pretty speedy at turning around orders though as we like to get your goodies to you asap. So give us a bell as soon as you can after placing your order and we will sort it out for you.
Do you offer gift wrapping?
Yes we do. You can select ‘gift wrapping’ at checkout. For $4 your gift will be wrapped in brown kraft paper and tied with one of our lovely striped bakers twine. If you write a message for the recipient in the ‘additional information’ box at checkout we will also include a personalised gift tag with the gift.
If you would like the gift to be shipped to a different address than your own, just enter the recipient’s address in the ‘Shipping Address’ area at checkout. Rest assured that we will not include the invoice in with their gift. It will be posted directly to you.
Do you have gift certificates?
Yes we do offer gift certificates for a number of denominations. You can add these to your cart as you would any other product. Once you have ordered it, a certificate with a unique code will be emailed to you within 24 business hours. You can then either print this or forward the email on to the recipient.
To redeem the gift certificate, just enter the unique gift code into the ‘discount code’ box at checkout. The gift certificate can only be applied against emerald + ella products, it can not be applied to postage costs.
The certificates are valid for 1 year from purchase date. Please note that the unique gift code can only be used once. If you would like to apply it against multiple orders please contact the team on info@emeraldandella.com.au or 02 9327 7259
Do you loan products for photo shoots?
Yes we do loan shop items (at our discretion) to editors and stylists for on-page credits.
All courier collections and insurance are the responsibility of you when borrowing our goods. emerald + ella will not accept any responsibility for injury or accident suffered by you while using or handling any borrowed items.
If a borrowed item is damaged or not returned, the full-nominated value of the item will be charged back to you.
Do you offer wholesale rates or bulk discounts?
emerald + ella is a retail-only store and as such unfortunately we are not able to offer wholesale rates or bulk discounts.
