DELIVERY & RETURNS
Please note that there is currently a lot of congestion with courier networks across the board. Accordingly, you may experience some delivery delays.
We process all orders same/next day to ensure the quickest turn around for our customers.
We deliver to Australia, New Zealand, Canada, the UK and the USA.
Australian shipping is $7 (2-5 business days delivery)
New Zealand shipping is AU$11 (5-7 business days delivery)
International shipping is AU$17 (10-28 business days delivery)
RETURNS (AUSTRALIA & NZ ONLY)
We only replace or refund items if they are defective or damaged as decided by the Jella Team (or “us”, “our”, “we”) in our sole discretion. We do not exchange or refund for change of mind. We will exchange if you ordered the incorrect size, provided the item is unused and in it's original packaging.
Our returns policy lasts 14 calendar days from date of purchase. If 14 calendar days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. It must also have its original packaging.
Please note that the following items are non-returnable (and/or non-refundable)
- a Gift Card; and
- shipping costs.
We will only offer a refund if the item purchased is faulty (in our discretion). You will need to provide evidence of fault by email (follow the "Return Instructions" below).
If the item is deemed faulty, you will have the option for a refund or replacement.
If you accidentally purchase the wrong phone case model, we will happily exchange the item for you.
Please ensure that you check the invoice before opening your package. To be eligible for an exchange you must return the initial item to us (by return post) unused and in its original packaging.
Once the incorrect item is received, we will send you a replacement item (of the correct size as advised by you).
If you need to exchange or refund an item:
- send us an email at firstname.lastname@example.org;
- include your full name and address; and
- attach photos of your faulty item (for refunds only).
If approved for an EXCHANGE:
- we will issue you with a return address;
- send your item with a note included in the package to clearly identify your full name and address as per your invoice; and
- once received by the Jella Team, we will arrange an exchange to be sent to you.
If approved for a REFUND we may not require you to return the defective or damaged item(s). If the item(s) is not required to be returned to us, we will process the refund as outlined below under heading “REFUNDS (if applicable)”.
REFUND PROCESSING (if applicable)
If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.
We will ensure that we attend to such payment within 5 business days of receipt of your returned item (if applicable) or from the date we approved the refund.
However, please note that we will be refunding through the Shopify platform and this may take a further 5-10 business days to process.
LATE OR MISSING REFUND (if applicable)
If you haven’t received a refund after 15 business days:
- first check your bank account again;
- you may want to contact your credit card company, it may take some time before your refund is officially posted;
- next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Shipping costs are non-refundable. If you receive a REFUND, the cost of initial shipping and return shipping (if applicable) will be deducted from your REFUND.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
We may update this Delivery & Returns Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.