Help
Questions, answered
The practical details — delivery, orders, bundles and how Elli's previews work. Elli can answer these in the chat panel too.
Delivery
How long does delivery take?
Standard delivery usually takes 7–10 business days.
How much is shipping?
Standard shipping within Australia is A$15 for orders up to A$50, A$13 for orders from A$50.01 to A$99, A$10 for orders from A$99.01 to A$149, and free for orders of A$150 or more.
Do you offer free shipping?
Yes. Standard shipping is free on Australian orders of A$150 or more.
Can I pick up my order?
No. Local pickup is not currently available.
Where do you ship?
We currently focus on delivery within Australia.
Orders
Can I track my order?
If tracking is available for your shipment, the tracking details will be included in your shipping confirmation.
Can I return an item?
Eligible fulfilled items can be returned within 14 days from the delivery of the last item in your order, subject to our return policy.
How much does return shipping cost?
Return shipping is a flat A$15. Nothing in our returns process limits the consumer guarantees you have under the Australian Consumer Law, which apply to faulty, damaged, unsafe or incorrectly supplied items.
Is there a restocking fee?
Yes. A 1% restocking fee applies under the current return rules. Nothing in our returns process limits the consumer guarantees you have under the Australian Consumer Law, which apply to faulty, damaged, unsafe or incorrectly supplied items.
Can I cancel my order?
Eligible unfulfilled items can be cancelled within 15 minutes of placing the order.
What if my order arrives damaged or faulty?
Please contact us if an item arrives damaged, faulty or isn't what you ordered, and we'll help sort it out. Nothing in our returns process limits the consumer guarantees you have under the Australian Consumer Law, which apply to faulty, damaged, unsafe or incorrectly supplied items.
Bundles & gifts
What is a bundle?
A bundle is a curated group of MyElsewhere pieces designed to work together as one garden setting or pairing.
How does the Forgotten Garden gift offer work?
Eligible Forgotten Garden bundle purchases can unlock a complimentary gift. The highest eligible gift tier applies, with a maximum of one complimentary gift per qualifying order. The A$59 tier unlocks the Gothic Charm Necklace, and the A$99 tier unlocks the Hooded Black Cat Ornament.
Elli & AI previews
Will the product look exactly like the AI preview?
The AI styling preview is for visualisation only. Product appearance, placement and scale may vary. Please refer to the product page for the actual item.
Do you store the photo I upload to Elli?
Your photo is used only to create the AI styling preview and is processed by our AI image provider. We don't store it.
Can't find what you're looking for? Ask Elli — she'll say plainly when something isn't confirmed yet.