Frequently Asked Questions
Welcome to Olli Ella AU’s Help Centre
We’re here to help! Find quick answers to the most common questions about our products, your order, and our services. If you can’t find what you’re looking for, please reach out to our friendly customer care team.
Orders & Shipping
How do I place an order?
Browse our collections, select your items and add them to your shopping bag. Proceed to checkout, enter your details, choose a shipping method, and complete the payment. You will receive an order confirmation email shortly after.
What shipping methods do you offer and what are the costs?
We offer several shipping options within Australia. The exact cost and estimated delivery time are calculated in real-time based on your delivery address and order size, and will be clearly displayed before you finalise your purchase. We offer standard and express services.
Do you ship internationally?
Currently, our website olliellaau.com ships within Australia only. For international shipping options, please visit our global brand website.
Can I track my order?
Yes! Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number and a link. You can use this to follow your parcel’s journey.
What happens if I’m not home when my order is delivered?
The courier will usually leave a card with instructions. Your parcel may be left in a safe place, delivered to a neighbour, or taken to a local post office or collection point for you to pick up. Please check the tracking information for specific delivery notes.
Returns & Exchanges
What is your returns policy?
We want you to love your Olli Ella AU purchase. If you’re not completely satisfied, you can return most new, unused items in their original packaging within 30 days of delivery for a refund. Original shipping costs are non-refundable. Please see our full Returns & Exchanges page for detailed conditions.
How do I start a return or exchange?
Please initiate your return through your online account or contact our customer care team to receive a Return Authorisation and instructions. For an exchange, we recommend placing a new order for the desired item and returning the original item for a refund, as this is often the quickest method.
How long does it take to receive a refund?
Once we receive and inspect your return at our warehouse, we will process your refund. This usually takes 5-7 business days from receipt. The refund will be issued to your original payment method. Please allow additional time for your bank or card issuer to complete the transfer.
Products & Care
What materials are Olli Ella AU products made from?
We are committed to thoughtful design and sustainable materials. Our collections feature natural materials like organic cotton, rattan, seagrass, and sustainably sourced wood. Specific material information is listed on each product page.
How should I care for and clean my product?
Care instructions vary by product. Please refer to the specific care label or information provided on the product page. For woven items like baskets, we recommend gentle dusting or spot cleaning with a damp cloth. For fabric items, please follow the recommended washing instructions.
Are Olli Ella AU products suitable for children?
Many of our products are designed with family life in mind. However, some items may contain small parts or are decorative. Please always check the product description and supervise children appropriately. Age recommendations are provided where applicable.
My product arrived damaged or is faulty. What should I do?
We’re sorry to hear this. Please contact our customer care team within 48 hours of delivery with your order number and photos of the damaged/faulty item and its packaging. We will arrange a solution for you promptly.
My Account & Website
How do I create an account?
You can create an account during the checkout process by selecting “Create an account,” or you can register directly via the “Account” link in the website header.
I’ve forgotten my password. How can I reset it?
Click on the “Forgot your password?” link on the login page. Enter your email address, and we will send you a link to create a new password.
How can I update my account details or email preferences?
Log into your account on our website. You can update your personal information, saved addresses, and communication preferences in the “Account Details” section.
Is shopping on your website secure?
Absolutely. We use industry-standard SSL encryption to protect your personal and payment information, ensuring a secure shopping experience.