Q. Do you have a physical shop?
A. Yes we do, we can be found at 93b Upland Road, Kelburn, Wellington
Q. Do you offer gift vouchers and lay-by?
A. We offer gift vouchers and AfterPay through the website
Q. What hours are you open?
A. Monday to Friday: 9am till 5pm
Saturday : 10am till 3pm
Sunday and Public Holidays: Closed
Q. Do you have any physical stores throughout New Zealand?
A. At the moment we are are based in Wellington
Q. What are your shipping charges?
A. We charge $8.00 for standard delivery anywhere in New Zealand, excluding the outer islands.
Chatham Islands, Stewart Island and Waiheke Islands. is $18.00
Rural Delivery fee is $11.00 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 $30.00 - All customs duties (if any) are payable by the receiver.
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 an item shipped to you, please contact us for a shipping quote.
Oversized items may incur a higher shipping fee so please make sure you check with us first, otherwise we will contact you will with an extra charge.
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 or use. Please follow the care label of the garment when laundering.
Faulty goods must be returned to us as soon as possible, please contact us by emailing sales@ellakids.co.nz 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.
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.
Q. My order has arrived damaged or broken, what should I do?
While in transit, there’s a chance that packages can become damaged, if your order has arrived and been damaged, please take as many pictures as possible, this also includes photographing the packaging. Send these pictures through to us as soon as possible to sales@ellakids.co.nz
Please include in the email your: Name, Order Number, and a description of what has happened. Ella Kids could possibly need to have the items returned so please keep all packaging - failure to keep all damaged parts and original packaging could result in any replacement parts or refunds being issued.
