Shipping Policy

Thank you for shopping with The Ellis Family. We know that once you've found the piece you love, you want it in your wardrobe. Below is everything you need to know about how and when your order will reach you.

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Order Processing

All orders are processed within 1–3 business days (Monday to Friday, excluding public holidays) from the time your payment is confirmed.

Orders placed on a weekend or public holiday will begin processing on the next business day.

During sale periods, new collection launches and peak seasons, processing may take slightly longer. We'll always let you know if there's a delay on your order.

Delivery Timeframes

Once your order has been dispatched, estimated delivery is 5–10 business days.

This means most orders arrive within 6–13 business days of being placed.

Please note that delivery times are estimates provided by our carriers and are not guaranteed. Deliveries to regional, rural and remote areas may take a few days longer than the times shown above.

Shipping Rates

We currently offer free domestic shipping on all orders.

Order Tracking

Once your order leaves our warehouse, you'll receive a confirmation email with your tracking number and a link to follow your parcel.

Please allow up to 48 hours for tracking information to update after you receive your dispatch email. If your tracking hasn't moved after this time, get in touch and we'll chase it up for you.

If you haven't received your dispatch email, please check your junk or promotions folder before contacting us.

Delivery Address

Please double-check your delivery address at checkout. We're unable to redirect a parcel once it has been dispatched.

If you notice a mistake in your address, contact us at contact@theellisfamilygoldcoast.com as soon as possible. If your order hasn't yet been dispatched, we'll do our best to correct it.

Orders returned to us due to an incorrect or incomplete address may be reshipped at the customer's expense, or refunded less the original shipping cost.

Delayed or Missing Parcels

Occasionally parcels are delayed in transit for reasons outside our control — weather events, carrier backlogs, or public holiday congestion.

If your order hasn't arrived within 15 business days of dispatch, please contact us at contact@theellisfamilygoldcoast.com with your order number and we'll open an investigation with the carrier on your behalf.

Please note that carrier investigations can take up to 10 business days to resolve. We appreciate your patience while we work to locate your parcel.

Safe Drop and Authority to Leave

If a parcel is marked as delivered by the carrier but you can't find it, please:

1. Check with anyone else at the address
2. Check around your property, including with neighbours
3. Contact your local post office or depot with the tracking number

If your parcel still can't be located, contact us and we'll help you resolve it.

Public Holidays and Peak Periods

Our warehouse is closed on weekends and Queensland public holidays. Orders placed during these times will be processed on the next business day.

During Christmas, Black Friday, Boxing Day and end-of-season sales, both processing and delivery times may be extended. We'll post cut-off dates on our website ahead of the Christmas period.

Your Consumer Rights

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For more information about returns, exchanges and refunds, please see our Returns Policy.

Questions?

We're always happy to help.

Email: contact@theellisfamilygoldcoast.com
Response time: Within 24 hours
The Ellis Family Gold Coast, Queensland, Australia