SHIPPING AND DELIVERY

 

Shipping Policy

Eliza & Lea

Eliza & Lea works with trusted international fulfilment partners to bring you a curated selection of coastal-inspired fashion at fair prices, with tracked delivery to your door anywhere in Australia.

Processing Time

Orders are processed and prepared for dispatch within 1–3 business days. Once your order leaves our facility, you'll receive an automated confirmation email with your tracking details.

Delivery Time

Average delivery time is 10–20 business days, depending on your location within Australia. Delivery may take slightly longer during peak periods, extreme weather events, or due to customs processing. We appreciate your patience and will keep you updated along the way.

Tracking

Every order includes full Track & Trace. Your tracking link is emailed to you as soon as your order leaves our partner facility.

Shipping Costs

We offer free standard shipping on all orders delivered within Australia. Costs for any other destinations, where applicable, are calculated and shown clearly at checkout.

Customs & Import Duties

Depending on the value and nature of your order, Australian customs duties, GST, or import charges may apply on entry. Where levied by the Australian government or customs authority, these charges are the customer's responsibility. Eliza & Lea has no control over these fees.

Order Cancellations

As we aim to dispatch orders quickly, cancellation requests can only be accommodated within 24 hours of placing your order. To request one, email info@eliza-lea.com with subject line: CANCEL – [Your Order Number].

Once this 24-hour window has passed, your order will already be in our fulfilment pipeline and can no longer be stopped. In that case, our standard Returns & Refunds Policy applies once the item is delivered.

Responsibility During Shipping

  • Once tracking confirms a package has been delivered to the address provided, responsibility for the item transfers to the customer.
  • Please double-check your shipping address at checkout. Address corrections must be requested within 24 hours of purchase.
  • Customers who add optional Order Protection at checkout may be eligible to file an expedited claim for transit issues — see below.

This section describes our shipping process and does not limit any consumer guarantee you're entitled to under the Australian Consumer Law — see the note under Order Protection below.

Questions?

Contact us anytime at info@eliza-lea.com.

Order Protection

Optional add-on cover for transit issues

We want every order to arrive safely. Order Protection is an optional add-on at checkout that covers your package against loss in transit or physical damage during shipping.

What's Covered

  • Packages officially declared lost by the carrier, or showing no tracking movement after the estimated delivery window has passed.
  • Packages delivered in a visibly damaged state that has affected the condition of the items inside.

What's Not Covered

  • Packages scanned as "delivered" by the carrier, unless a formal carrier investigation confirms non-delivery.
  • Delays caused by customs backlogs, extreme weather, public holidays, or carrier capacity issues.
  • Incorrect or incomplete delivery addresses entered at checkout.
  • Shipments refused by the recipient at delivery.
  • Loss, theft, or damage occurring after delivery.
  • Claims filed more than 14 days after the estimated delivery date shown on your tracking page.
  • Orders where Order Protection wasn't added at checkout.
  • More than one claim from the same customer within any 6-month period.

How to File a Claim

Email info@eliza-lea.com with subject line: CLAIM – [Your Order Number], including:

  1. Your order number.
  2. A clear description of the issue.
  3. Photos or screenshots as evidence, attached to the email.
  4. Your carrier inquiry reference number, if you have one.

Claims must be filed within 14 days of the estimated delivery date. Claims received after this window won't be eligible for review.

Evidence We Need

Non-Delivery Claims

  • A screenshot of your tracking page showing the inactive transit status.
  • A valid carrier loss investigation reference number (see below for how to get one).

Damage Claims

  • Clear photos of the damaged item(s).
  • A photo of the original shipping package, including the label and outer packaging as received.
  • Both photos are required together — we can't approve a damage claim without a photo of the outer packaging.

To open a formal investigation with Australia Post, contact them directly on 13 76 78, provide your tracking number, and request a trace investigation. Include the reference number they give you in your claim email to us.

How Claims Are Reviewed

Every claim is reviewed manually by our support team. You'll receive an acknowledgment within 1–2 business days. Our review includes:

  1. Confirming the claim was submitted within the 14-day window.
  2. Reviewing the documentation and evidence provided.
  3. Cross-checking carrier tracking data.
  4. Assessing the claim against the coverage terms above.

We may request further documentation — if so, you'll have 5 business days to respond, otherwise the claim will be closed automatically. Most claims are resolved within 3–7 business days once we have everything we need.

Claim Outcomes

Approved Order Protection claims are resolved, at our discretion, through:

  • Store credit issued to your account, or
  • A free reshipment of the original item(s), subject to availability.

Order Protection itself does not provide cash refunds, and the Order Protection fee is non-refundable once your order has been processed and dispatched.

If a Claim Is Declined

If your claim doesn't meet the coverage terms, we'll explain why by email. Common reasons include:

  • The claim was submitted outside the 14-day window.
  • Photo evidence was missing, unclear, or incomplete.
  • Carrier status shows "delivered" without a supporting investigation report.
  • The delivery address entered at checkout was incorrect or incomplete.
  • A previous claim was already approved within the past 6 months.

If you obtain new supporting evidence after a decline, you can submit one appeal within 5 business days of the decline notice.

Important — Your Consumer Rights

Order Protection is an optional, discretionary service offered by Eliza & Lea. It is not an insurance product, and it does not replace, limit, or exclude your rights under the Australian Consumer Law.

Regardless of whether you purchase Order Protection, you remain entitled to a repair, replacement, or refund where your order fails to meet a consumer guarantee — for example, if it doesn't arrive, or arrives significantly not as described or of unacceptable quality. Order Protection claims are assessed separately from, and in addition to, these statutory rights.

By adding Order Protection at checkout, you agree to these program terms. Eliza & Lea may update these terms from time to time; the version in effect at the time of your purchase applies to your order.

Questions About a Claim?

Reach out to info@eliza-lea.com — we aim to respond within 1–2 business days.

Contact Us

Eliza & Lea is operated by DGTL-ASPECT (Chamber of Commerce / KvK 75668416, VAT NL002331229B15), registered at Charlotte van Pallandthof 49, 1628 ZH, Hoorn, The Netherlands.

Email: info@eliza-lea.com

Website: www.eliza-lea.com

This policy may be updated from time to time. We recommend checking back periodically for the latest version.