Orders are dispatched from either of our warehouses located in Bali Indonesia or Sydney Australia. The prices of our products are expressed in USD exclusive of taxes and customs duties.
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 charge will be calculated at checkout according to your shipping destination. This amount will be itemised on the order summary page.
DHL requires someone to sign on delivery, if you are not home we suggest you leave a note on your door leaving signed permission for DHL to leave the package in your letterbox.
FELLA PTY LTD is not liable for any lost packages if you have given authority to leave on the premises. Please note we CANNOT send to PO BOX addresses.
For all Australian orders, please use our Australian site.
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 firstname.lastname@example.org. 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 incorrect address was inputted at the time of making your order and the package is delivered to a wrong location.
3. If the order arrives at a temporary location (hotels, AirBnb, holiday apartments, etc) after you have left the premises.
Further to this, cancellations requests for orders in transit will not be approved.
TAXES AND DUTIES
Taxes and duties are paid for by the customer. 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.
Delivery times are provided as a guideline only.
Due to unforeseen COVID-19 delays ship time is anywhere between 4 to 10 days on top of your pack time.
Delivery to a rural addresses can result in longer delivery times.
During a sale period, a large amount of orders can result in longer delivery times.
Once your order has been placed, you will receive a confirmation email.
Once your order has been packed and ready to be collected, you will receive a shipping confirmation email with all your 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 each warehouse, standard shipping times still apply.
Please kindly contact email@example.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.
Due to the global pandemic, COVID-19 we have been compelled to align with longer than normal logistics chains. We are co ordinating with our global distribution partner DHL Express, to ensure consignment of your purchase arrives as soon as possible. We are tracking orders at each depot and will continue to monitor your shipment until we know that it has arrived safe at your chosen destination.
DHL are experiencing longer than normal wait times and delays due to the limited number of operational cargo planes that are permitted to fly. We will continue to keep you updated with the latest service alerts however due to the ever changing situation, please expect delays of up to 10 days.
This is a dynamic situation and we are working our hardest to keep you informed and ensure your Fella arrives in the fastest possible time frame. As we receive updates, we will keep you notified!
We thank you for your patience and understanding during this unprecedented time and we hope you are all safe and healthy!