9. FAQ Policy Page
Last updated: Today
Below you can find answers to some of the most common questions about ordering from Mae & Elara Melbourne.
How long does shipping take?
Orders are usually processed within 1 to 3 business days.
Once your order has been dispatched, delivery usually takes approximately 3 to 7 business days.
Please keep in mind that delivery times are estimates and may occasionally vary due to carrier delays, public holidays, busy sale periods or other circumstances outside our control.
Where do you ship from?
Some orders may be shipped directly from our trusted suppliers or fulfilment partners.
Depending on the product, this may include suppliers located outside Australia, including China.
This allows us to avoid unnecessary handling and helps your order begin its journey to you as efficiently as possible.
Do you offer free shipping?
Yes. Mae & Elara Melbourne offers free shipping across Australia, unless otherwise stated at checkout.
Do you offer returns?
Yes. Mae & Elara Melbourne offers a 30 day money back guarantee.
If you would like to request a return, please contact us within 30 days of receiving your order at:
Please refer to our Returns and Refund Policy for full details.
How do I start a return?
To request a return, please email:
Please include:
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Your full name
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Your order number
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The email address used to place your order
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The reason for your return
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Clear photos if the item is damaged, faulty or incorrect
Please do not send an item back before receiving return instructions from our team.
Who pays for return shipping?
For change of mind returns, incorrect size selections or items that are no longer wanted, the customer is generally responsible for return shipping costs.
In some cases, the approved return address may be with one of our suppliers outside Australia, including China. Where this applies, the customer is responsible for arranging and paying for the return shipment.
This does not limit any rights you may have under the Australian Consumer Law.
When will I receive my refund?
Once your approved return has been received and inspected, we will notify you by email.
If your refund is approved, it will be processed back to your original payment method.
Please note that your bank, card provider or payment provider may require additional time for the refund to appear in your account.
What if my item is faulty, damaged or incorrect?
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at:
Please include your order number, a clear description of the issue and photos showing the item and, where relevant, the packaging.
We will review the situation and help you with the appropriate next steps.
Your rights under the Australian Consumer Law are not limited by our Returns and Refund Policy.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to assist you.
Once an order has already been processed or shipped, changes or cancellation may no longer be possible.
How can I track my order?
Where tracking is available, your tracking information will be sent to you after your order has been dispatched.
Please allow some time for tracking information to become active after receiving your shipping confirmation.
What payment methods do you accept?
We accept the secure payment methods displayed during checkout.
Depending on availability, these may include:
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Credit card
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Apple Pay
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Google Pay
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Shop Pay
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Other secure payment methods available at checkout
How can I contact Mae & Elara Melbourne?
If you have a question about your order, shipping, returns, sizing or payment, please contact us at:
Mae & Elara Melbourne
Email: info@maeandelara.com
Website: maeandelara.com