FAQ
ABOUT
Who is Ella Hannaford?
Ella Hannaford is a designer and maker of quality and stylish fashion accessories and pieces in Adelaide, Australia. I make and sell a large variety of products, including clutch bags, artworks and homewares.
Each piece is thoughtfully designed and handmade, from the beginnings of pencil and paper to a complete screen-printed work. We hope your piece brings you some love and joy.
What is our mission?
We are a brand with a mission, to bring love to everyone. We are partnered with Puddle Jumpers to support underprivileged and at risk children to help develop their love for the Arts. Our aim is to inspire creativity in children, as everyone deserves to have the resources to fulfil their imagination and creativity.
Where are you located?
We are currently online only.
Where can I follow your company on social media?
You can follow us on:
Instagram: @ella_hannaford
TikTok: @ella_hannaford
Facebook: Ella Hannaford
YouTube: @ella_hannaford
How do I contact your company if my questions are not answered here?
Feel free to contact us via email at info@ellahannaford.com.au
DONATIONS
How do I donate an Artist Kit?
If you would like to donate an Artist Kit simply click on the 'Donate An Artist Kit' tab at the top of the page or click here. Then click on the kit and press 'Add to cart'. Continue and complete the checkout process to donate.
We will then receive your order and place your items into one of our handmade pencil cases that we will donate.
Is there a shipping cost when donating an Artist Kit?
No, shipping is not applicable when you donate a Artist Kit. If the Artist Kit is purchased with a Ella Hannaford piece you will only be charged shipping for the piece you are personally purchasing and that will be shipped out to you.
Do the donations count towards free shipping if purchasing an Ella Hannaford piece?
Yes.
Is there a minimum that I have to donate?
No.
PRODUCT
How do I clean my product?
Click here to view our full cleaning guide on all products.
I saw a bag I liked online and now it has disappeared?
Our bags are exclusively hand-made, making each bag one of a kind. Therefore, once a bag is purchased online it will disappear from our website.
SHIPPING
What are the shipping options?
Orders in Australia will be sent directly through Australian post.
Australia
Free delivery on orders over $300
For standard orders:
Standard post $10
2-8 business days
Express post $15
1-4 business days
Overseas
Email info@ellahannaford.com.au to enquire about shipping to your location.
When will I receive my order?
We will work our best to pack and send your order as soon as possible! Please allow 3-5 business days to process your order. Expect an email within 3-5 business days to let you know your order is on the way!
RETURNS
Do you offer returns?
Absolutely, we do! If for some reason you are unhappy with your purchase, within 14 days, we will offer you an exchange or credit voucher to spend with our store.
However, once orders are placed using store credit, the item cannot be returned or exchanged for change of mind. A refund will only be offered if a product is deemed faulty.
See our returns policy for more details https://ellahannaford.com.au/policies/refund-policy