Last updated: August 27, 2026
This Shipping Policy explains how Ella Shop processes and delivers orders. Delivery options, charges, and available destinations may vary by product and address.
Order processing
Most orders are prepared within 1โ3 business days, excluding weekends and public holidays. Customized products require approximately 7โ10 days to prepare. Processing time is the time needed before an order is dispatched and does not include shipping or delivery time. Prescription lenses, pre-order items, and unusually large orders may also require additional preparation time. If there is a significant delay, we will contact you using the details supplied with your order.
Shipping rates and delivery estimates
Available shipping methods and charges are shown at checkout. Any delivery date is an estimate rather than a guarantee. Where no estimate is displayed, please allow approximately 7โ20 business days after dispatch. Remote destinations, customs processing, carrier disruption, weather, and peak periods may extend delivery times.
Tracking
When tracking is available, it will be sent after dispatch. Tracking may take up to 72 hours to show its first update. An order may arrive in more than one parcel when products ship from different locations.
Customs, duties, and taxes
For international orders, the recipient is responsible for import duties, taxes, customs charges, and local handling fees unless checkout expressly states that they are included. Ella Shop cannot control customs delays or charges.
Address changes
Please check your delivery address before placing an order. Contact us immediately if a correction is needed. We cannot guarantee an address change after an order has entered processing or been dispatched, and additional carrier charges may apply.
Lost, delayed, or damaged parcels
If tracking has not updated for 14 days, or if your parcel arrives damaged, please contact us as soon as possible. For visible damage, keep all packaging and send clear photographs of the parcel and product, preferably within 7 days of delivery. We will work with the carrier and offer an appropriate resolution where the claim is accepted.
Contact
Questions about delivery can be sent through our Contact page. Please include your order number.