WHERE ARE ORDERS SHIPPED FROM?

Orders are dispatched firstly from our Bali warehouse in Indonesia, and occasionally from our Paddington Head Office in Sydney, Australia.

CURRENCY AND PRICING

The prices of our products are expressed in USD - exclusive of taxes and customs duties.

IMPORTANT SHIPPING COSTS PER COUNTRY

Different countries have different shipping costs. Please see here for shipping costs, duties and taxes in your country.

DUTIES AND TAXES

Duties and taxes are paid for by the customer when the order arrives into your country of delivery. In most cases you may not be charged duties and taxes and the package will be delivered directly to you. However if you are, please make sure your contact details (email and phone number) which you have entered when placing your order is correct. DHL in your local country will contact you via email or phone for secure payment. Fella Pty Ltd will not be held responsible for any action, costs or delays due to customs which we have no control over.

FREE SHIPPING

Most countries have free shipping, not including duties and taxes. However if you fall into a location where shipping charges apply, Fella offers complimentary express shipping on all international orders over $500 USD. This will be automatically applied at checkout. For orders under 500USD, the shipping charges will be calculated at checkout according to your shipping destination.

COURIER AND DELIVERY REQUIREMENTS

We use DHL express world wide and require a signature upon delivery. If you have given authority to leave the package unattended and without signature, Fella Pty Ltd is not liable for any lost, missing or damaged packages.

DHL cannot ship to a post office box or parcel collection address. It must be a place of residence or business.

ADDRESS AMENDMENT AND SHIPPING REDIRECTION

If you have placed an order and need to make an amendment to your shipping address, please contact us immediately at customercare@fellaswim.com. We will do our best to ensure your information is updated before your order is dispatched.
If your order has been dispatched, please note that we are unable to make any changes to your shipping address or authorise a redirection.

We kindly ask that someone will be at your nominated address to collect and sign for the shipment. Fella Pty Ltd cannot be held liable for any lost or stolen orders:
1. That are not collected by a receiver.
2. If an address is entered incorrectly, and the package is delivered to the wrong location.
3. If the order arrives at a temporary location (hotels, AirBnb, holiday apartments, etc) after you have left the premises.

Cancellations requests for orders in transit will not be approved.

DELIVERY TIMES

Delivery times are provided as a guideline only.

If you have purchased in-stock item/s, please allow up to 3 business days for your order to be packed and 3-5 days shipping time. During SALE periods, please allow up to 7 business days packing time and 3-5 days ship time.

Delivery to a remote address (outside of major cities) can also result in longer shipping times.

Please kindly contact customercare@fellaswim.com if you find that your order is taking longer than expected.

TRACKING

Once your order has been placed, you will receive a confirmation email.

When it is packed and ready to be collected, you will receive a shipping confirmation email with the tracking information.

If you have placed an order with multiple items, on occasion some items may be sent directly from our Australian warehouse. In which case, you will receive separate shipping emails and tracking numbers from both warehouses, standard shipping times still apply.

Please kindly contact customercare@fellaswim.com if you find that your order is taking longer than expected.

LOST AND RETURN TO SENDER PARCELS

In the rare event that your parcel is deemed lost or missing after an investigation through Australia Post or DHL, we will do our best to replace and resend your order. We are not able to offer refunds on lost orders.

If your order is returned to us for any reason (including customs fees not paid or unable to deliver) our Customer Care team will attempt to reach out immediately. Unfortunately the Customer will be liable for the additional costs involved in the re-shipping the order.

If you choose not to accept your order after it has been returned to Fella, you will be issued with a credit note. But the cost of the shipping, customs duties and taxes involved in the redirection of the package back to sender will be deducted from the credit note amount.

AUSTRALIAN SHIPPING

For all Australian orders, please use our Australian site.