Shipping & Returns

Please note: all products are produced and shipped from Bali, Indonesia.

All orders are shipped with Express Shipping through DHL or EMS Express Indonesia; worldwide delivery is then handled by DHL couriers. A signature is required on delivery and I cannot change delivery instruction - please address your package accordingly. A tracking ID will be supplied upon shipment of your order as confirmation; you can track your package by entering your tracking ID here:

http://www.dhl-usa.com/en/express/tracking/shippers_reference.html



Guaranteed Delivery

ALL express packages are guaranteed to be delivered within 1 week of shipment.

Because all items are made to order, I require a minimum of 5 business days for production, before shipping can occur. We strive to produce and ship all items in the quickest possible manner, without infringing on quality. Please bear in mind that climate factors in Bali can influence supply times and availability, and we appreciate your understanding and patience during these times.

Some Customs Fees or Duty Taxes may apply to some customers. Any taxes, duties, fees, insurance or charges for shipping methods are the buyers' responsibility.

Once shipped, the tracking process of a package becomes the responsibility of the customer; if any issues arise, it is the responsibility of the customer to contact Ellen and James within a reasonable amount of time so the issue can be addressed.

To track your package, please visit the DHL website (www.dhl.com), hover over the 'Express' tab, and select 'Track with Shipper's Reference'. Subsequently, enter the tracking ID supplied through Etsy, and you'll be able to see all current information available on the status and location of your order.

Should any problems be encountered, please feel free to direct message hello@ellenandjames.com.au - we attempt to respond to all messages within 24 hours. We know that online selling isn't just about the purchase, so we're here to help every step of the delivery journey.

In the event that delivery doesn't occur on the first attempt, DHL will notify me, and in turn me the customer, about requirements to receive the package. If these are ignored or not followed, and the package is returned to Bali, reshipment can be arranged - HOWEVER, the customer is liable for all additional shipping costs, which must be paid PRIOR to the package being reshipped.

 

Refunds and Exchanges

Please be aware that all items listed are unique and handmade, variations in leather/fabric colour are characteristic of the material. Returns are accepted for faulty items, and exchanges offered for wrong sizing within 7 days of the date that you receive your order. Please ship returns in a padded envelope or an insulated box and include a copy of your order invoice. Shipping fees cannot be reimbursed. I can not accept responsibility for parcels lost in transit.  
Because all items are made to order, a general estimated production time is 5 to 10 business days from the time of purchase. This timeline is an educated estimate ONLY, and unforeseen production factors may impact production times in both a positive and negative way.

Refunds can ONLY be offered for products deemed to be faulty from either workmanship or materials used (photograph proof required). Because items are all made to order, I cannot offer a refund for 'change of mind' reasoning. Exchanges for alternate sizing is certainly available - it is the responsibility of the customer to return the original piece and provide shipment proof prior to a replacement being commissioned. Refunds can only be processed once an item is returned to the address provided, and proof of shipment is passed on in the form of a photograph of the post office receipt.

**Please note: if ordering a custom-piece or sale item, no returns, exchanges or refunds can be offered except where there is fault with the materials or workmanship involved. Photograph proof of faults is required within 7 days of receiving your order. Please ensure to enquire about sizing, as no exchanges can occur should the sizing not work out upon receiving.

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