FAQs
Frequently Asked Questions
How long does shipping take?
Shipping times depend on the product, supplier, courier and delivery location. Most orders are processed within 1–5 business days. Delivery estimates will vary depending on your location.
Do customers pay for shipping?
Yes. Shipping costs are paid by the customer and are calculated at checkout based on the product, delivery location, size and weight.
Where do your products ship from?
Some products may ship directly from suppliers or fulfilment partners. This helps get the product sent straight to you without extra handling.
Can I track my order?
Yes. Once your order has been shipped, tracking details will be provided where available.
What if my item arrives damaged or incorrect?
Contact us first. If your item arrives damaged, faulty, incorrect or not as described, we will help resolve the issue in line with Australian Consumer Law.
Do you accept returns?
Returns may be accepted depending on the issue and product condition. Faulty, damaged, incorrect or not-as-described items will be handled in line with Australian Consumer Law.
Can I cancel my order?
If your order has not been processed or shipped yet, contact us as soon as possible. Once an order has been processed by the supplier or courier, cancellation may not be possible.
Are your products genuine?
Where branded products are listed, they are intended to be genuine products. Some products may be supplied by third-party suppliers, manufacturers or fulfilment partners.
Do you offer warranty?
Some products may include a manufacturer’s warranty. If you purchased the product from Shop Excellents, contact us first for any fault, damage or warranty concern.
How do I contact you?
You can contact us through our Contact Us page. Please include your order number, full name and email used at checkout.