FAQ
These are frequently asked questions for customers’ information. If there are any other questions, please fill in contact form. I will do my best.
Does your shipping policy apply to worldwide option?
Yes, according to our shipping policy, all parcels are mailed through Australia Post. Worldwide parcel rates are calculated according to weight and size (by Australia Post).
Is free delivery on orders of $70 or more applicable to worldwide/international orders?
Free delivery on orders of $70 or more is applicable to Australia domestic orders only. Australia standard parcel post. I would suggest customers to buy in bulk in order to save on shipping. For international orders, standard parcel post delivery is free for orders $150 and above.
What are the sizes of the scrunchies?
The sizes of scrunchies depending on each designs are approximately:
Mini: 8 to 9 cm in diameter
Small: 10 to 11 cm in diameter
Medium: 12 to 15 cm in diameter
Large: 14 to 15 cm in diameter
Do you ship worldwide or other countries?
Yes, worldwide shipping is available through Australia International Parcel Post currently. Some countries are not included due to current delays. Simply add product to cart and check out to see your the calculated delivery fee according to your country.
What are your shipping charges?
Regular untracked $4 - (3 to 7 days)
Australia Post Standard Parcel Post $9.70 - (2 to 6 days)
Australia Post Express Parcel Post $12.70 - (1 to 3 days)
Do you ship via other couriers other than Australia Post?
Not at the moment but I am looking into it.
How soon does it take for my order to arrive?
All orders will be picked, packed and dispatched to Australia Post within two business days of receiving customer orders. Orders arrive according to Australia Post delivery speeds. For more information, please read our shipping policy.
Do you do customisation?
Yes, customisations are welcome. Please send an enquiry through contact form and I will be happy to help.
How is refund or exchange processed?
Refund of only faulty products in store credit. Please read our refund policy.
Why is refund for faulty products not in original payment?
I would like to encourage return customers by using store credits on other products. All handmade products are carefully made.
How to care for products?
Generally for all handmade products:
- Handwash separately with mild detergent for scrunchies and specifically pouches to retain its shape.
- Gentle handwash with mild soap for the car coasters and card cases
- No tumble dry
Is wholesale available?
Yes, please send an enquiry through contact form.
Are all your products handmade?
Yes, all products are personally handmade, cut, sewn, pressed, designed and printed by me. The exception are the elephant bracelets.
Where are you located?
Ellephon Studios is a work at home SOHO business based in Sydney, Australia - PO Box 1671 Chatswood NSW 2057.
How is order packaged?
- Small items will be packed in a secure envelope or eco friendly mailer, at a cost of $4 for untracked mail.
- Larger items such as booksleeves will be packed in a large mailer at selected choice of shipping method
- Other larger items such as cosmetic pouches will be packed in a box
- Bulky orders will be packed in suitable box size.
- We strive to pack our products as eco friendly as possible
Do you do pop up markets?
Yes, we do pop up markets! In fact, we started our first mini trial pop up recently in March. Do sign up email or follow us on Instagram, Facebook and Pinterest for updates.
Do you have a physical store?
I would hope so in the near future. Your continuous support contributes to a potential shop space!
How many of you doing the sewing and crafting?
I am the one and only cutting, sewing, designing and printing products :-). Only a few batches of scrunchies are assisted by my mother last year.
Any more discounts available?
All products are handmade, taking time, effort including design and costs. They are functional and handmade with care. Make your first order and try my products. I would be glad to hear from your feedback so that I can improve.
Do sign up your email when you will be informed early of sale, new arrivals or pop up market locations, and special discounts for regular customers. Sometimes, sales promotion will be available from time to time.
As a small gesture, customers with disability, pensioners and school going students (age 19 and below) will directly receive 20% off on first order by signing up personally at the pop up market stall. Otherwise, 10% first order discount is also available (for first order).
Is customisation available for products not offered in store?
Enquiries are welcome through the contact form. Custom design or printing of T-shirts, tote bags, key chains and car coasters are currently available, including mugs and stationeries.