Q. Do you have a physical shop?

A. Yes we do. We are located at 130b Featherston Street, Wellington, New Zealand.

Q. Do you offer gift vouchers and lay-by?

A. We offer gift vouchers in store and on the website.

We offer lay-by and Afterpay in store and on the web site

Q. What hours are you open and are you open on the weekends?

A. Monday to Friday: 9am till 5:30pm  

    Saturdays: 10:00am till 4:00pm

    Sunday: Closed

We are closed on all Public Holidays and statutory holidays

Q. Do you have any other stores throughout New Zealand?

 A. Not at the moment, we just have our main store in Featherston Street.

 Q. What are your shipping charges?

A. We charge $7.00 for standard delivery anywhere in New Zealand, excluding the outer islands.

Chatham Islands, Stewart Island and Waiheke Islands. is $15.00

Rural Delivery fee is $10.00 please make sure you select that on your shopping cart. Otherwise we may withhold your delivery until the remainder has been paid.

We cannot  deliver to a PO BOX so please make sure you put a physical address to avoid delays in your order being set out. 

International orders to Australia are charged a $25.00 P&P.

Due to Covid-19 restrictions to the rest of the world International deliveries have been put on hold. If you would still like to get a items shipped to you, please contact us for a shipping quote.

Over sized items may incur a higher shipping fee so please make sure you check with us first, other wise we will contact you will with an extra charge.

Q. What is the availability of the items you have on the website and instore?

We will try as hard as possible to provide the correct levels of stock.

There may be sometimes, where you may encounter the following situation with our online store and the physical store.

— A product that you have selected to buy is listed as being in stock, however, because we also have a physical store as well as our online shop, the shopper in our physical store could be buying the product at the same time as you. So there is a possibility that you might try to buy a product from our website that is no longer available. If this happens we will happily apologise and refund you the full amount.

Q. When will you ship my order?

A. At Ella Kids we aim to get your order out to you as soon as we can.

Please allow up to 2-3 working days to receive your order once you have received our shipping confirmation. For rural deliveries please allow 4-5 working days (make sure you put your address as rural to avoid any delays or extra charges)

Allow a few extra working days to receive your delivery during public holidays. During the Christmas rush please allow deliveries to take a little longer than usual. 

Orders that are shipped to countries outside of New Zealand may be subject to import taxes, customs duties and fees levied by the destination country. Additional charges for customs clearance such import taxes, customs duties and fees, are the responsibility of the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Q. What is your returns policy? 

A. If for any reason you are not 100% happy with your website purchase, you can exchange the items for a store credit within 14 days.

Please note that any items being returned must be unworn, in their original condition and still have the tags attached. If you have purchased shoes or gumboots from us they need to be returned in the original box, undamaged. Result in returning items in a damaged condition may result in no refund being given.

We are unable to exchange or refund items damaged through improper laundering. Please follow the care label of the garment when laundering.

Faulty goods must be returned to us as soon as possible, please contact the shop by emailing sales@ellakids.co.nz or calling (04) 4999 404 during our opening hours and we will arrange either replace of the faulty items or provide a refund.

You will not incur freight charges for return of faulty goods if your address is within New Zealand. If you are located outside of New Zealand and you wish to return faulty goods to us (for repair or otherwise) you will be responsible for the freight and handling charges associated with: returning the goods to us, and delivering any repaired or replacement goods back to you.

Once we have received the faulty items we will contact you with the costs to return the repaired or replacement goods.

We will meet our obligations under the Consumer Guarantees Act to remedy any situation involving faulty items.

The above does not apply to sale clothing, which are not returnable.

Exchanges are to be at the expense of the customer if exchanged via post or courier. Alternatively customers can exchange items at Ella Kids with receipt of purchase.

Before sending an item back for return please email us at  sales@ellakids.co.nz.

Proof of purchase will be required for ALL returns or exchanges.

Please note that unless the goods are faulty you will be responsible for the cost of returning the goods as well as the cost of shipping a replacement product, although you are welcome to return them to the shop in person.

If returning an item by courier please send it to:
Ella Kids - Online Returns
130b Featherston Street
Wellington 6011
New Zealand