Shipping + returns
Packaging
We make every effort to recycle packaging materials where possible. In order to minimise packaging, we may pack some of your items together. For example, if you order three different cupcake cases, they may be packaged together in one cellophane bag. This also helps prevent the items from getting squashed in transit.
We know that sometimes you are ordering items for gifts rather than for yourself, so if you would prefer separate packaging for each item please type ‘package separately’ in the comments box at checkout.
Shipping + pick-ups
We deliver to Australia, New Zealand and USA. For other countries please contact us for a shipping quote.
If you are based in Sydney you may also pick up your order, free of charge. Just choose ‘pick-up’ at check out. Please contact us to arrange a pick-up time that will suit.
Australia
Generally if you place an order before 10am it will be sent out that same business day.
We use Australia Post’s E-Parcel service to send parcels within Australia. You can choose either regular or express post.
We charge a flat-rate for shipping so no matter how much you order, you will pay the same low amount of postage at checkout.
Regular post – $9.95 – can take 1-5 working days to deliver.
Express post – $14.95 – will deliver your parcel on the next business day. Next business day delivery to remote areas and roadside delivery addresses is not guaranteed. Please contact us if you are unsure whether your postcode is included in the express post zones.
If you’re not home to receive your parcel and the driver feels it’s not safe to leave, a calling card will be left and your parcel can be collected from your nearest post office.
Very occasionally we will choose to send large or fragile items with a courier rather than Australia Post as they offer fragile services. We will do this at our discretion.
New Zealand
We use Australia Post to send parcels to New Zealand. You can choose either regular or express international post.
Shipping costs to New Zealand are calculated by weight and location so as to offer you the fairest price for your order.
Regular international post can take 3-10 working days. This is not a tracked service. We do not accept any responsibility for any losses through Australia Post with this service.
Express international post can take 3-7 working days and has the benefit of being a tracked service. If you’re not home to receive your parcel and the driver feels it’s not safe to leave, a calling card will be left and your parcel can be collected from your nearest post office.
USA
We use Australia Post to send parcels to USA. You can choose either regular or express international post.
Shipping costs to USA are calculated by weight and location so as to offer you the fairest price for your order.
Regular international post can take 3-10 working days. This is not a tracked service. We do not accept any responsibility for any losses through Australia Post with this service.
Express international post can take 3-7 working days and has the benefit of being a tracked service. If you’re not home to receive your parcel and the driver feels it’s not safe to leave, a calling card will be left and your parcel can be collected from your nearest post office.
Returns policy
We want you to be 100% happy with our products. If for whatever reason you’re not happy with your purchase, you may return the item within 7 days of receiving your order. Returned items must be in original packaging and in original condition in order to receive a refund. If you would like to return your items, please phone 02 9327 7259 or email info@emeraldandella.com.au.
Damaged goods
Please note that we take great care in packaging and items rarely arrive damaged. But if any of your items do arrive damaged please contact us within 7 days of receiving your order and we will either (at our discretion) refund your purchase price or send you replacement items for free. If possible, we ask that you take a quick picture of the damaged item and send it to us. This way we can make every effort to prevent it happening again.
Undeliverable orders
If a package is returned to us marked undeliverable we will contact you to organise re-delivery at your own cost. If you do not respond, you will be returned the original purchase price but not the shipping charges.
