Please see below our shipping terms and conditions. 

Please also feel free to call us Monday - Friday during business hours on 03 9429 4333 or email us :



By processing your payment and completing an order with us, you accept the following terms and conditions regarding the shipping and delivery of your order.

  • All orders are packed and shipped within 48 hours of placement, excluding weekends and public holidays. 

Australian Orders

All of our orders are shipped using Australia Post.


All of our orders are dispatched and delivered with AUSTRALIA POST, using Australia Post satchels. 

At checkout you also have the option to select one of the following:

EXPRESS SHIPPING - To send your order via Express Post the cost is $14.95.  You should expect to receive your order in 1-3 business days depending on your location within Australia.  

STANDARD SHIPPING - For all orders under $150.00 the cost is $10.95.  You should expect to receive your order in 3-7 business days depending on your location within Australia.

PICK UP IN STORE - FREE . Pick up at your convenience 6 days a week (Monday - Saturday) at our Richmond store - 232 Bridge Road , Richmond, Melbourne, Victoria. Orders for in-store pick up are available within 24 hours of placing your order and you will be notified when your order is ready for collection.

You are also welcome to phone our friendly staff for any instore pick up enquiries on 9429 4333 or email us :

We are available via phone on 03 9429 4333 to help you for any order or product enquiries during business hours Monday - Saturday.


International Orders


Flat rate of $25.00 Standard Shipping

Shipping time: 5-12 Business days


Shipping costs: Flat rate of $25.00 Standard Shipping

Shipping time: 5-12 business days


Shipping costs: Flat rate of $25.00 Standard Shipping

Shipping time: 5-12 business days

ALL OTHER COUNTRIES $40 Standard Shipping 10-20 business days

  • UK
  • ASIA

    International Customs Fees

    All custom fees, taxes and any other additional costs associated with your purchase overseas are the responsibility of the customer. These are not included in the cost of the order or shipping fee. 

    We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to your purchase. Luella is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.  We do not offer refunds for these costs.

    If an order is refused by a customer due to custom fees, the parcel will be held for 2 weeks and then be abandoned if these fees are not paid in this time. Luella is not responsible for the handling of an abandoned order.


    Order Tracking

    Once your order is packed and leaves our warehouse, you will receive an email with a tracking number so you can track the progress of your order. 

    You can track the parcel online here : http:/


    Additional Information

    Above delivery times can change depending on the time of the year, holiday periods, weekends and severe weather.  We are not responsible for lost or stolen packages or packages delayed in transit.

    Luella does not provide refunds to customers for failure to pay duties and taxes associated with their order.

    All our prices are in Australian Dollars (AUD) and does not include local taxes and import/custom duties for international orders.

    It is the customer’s responsibility to provide the correct shipping/delivery address for an order.  If the wrong delivery address is provided, Luella cannot offer reimbursement for non delivered package/s.

    Please note, during sale periods or special promo sales, there could be a slight delay with shipments due to the capacity of orders.  We will endeavour to do our best to get all orders despatched within 2 business days during sale periods.

    We want to ensure your parcel will arrive securely so if you are not at home when your package arrives, Australia Post will leave a card which you need to take to the nominated Australia Post branch and pick up your parcel.  If you wish to have your order left unattended you can leave a comment during the checkout procedure.  Please be aware that if you chose this option, we will not be liable if your order goes missing.

    If you have not received your order within 5 business days of placing your order please email us on with your full name and order number and we will investigate immediately.