Answers to the questions most often asked before and after ordering. Product-specific information shown on an individual product page takes priority where it is more detailed.
Orders
How do I know whether an item is in stock, pre-order or made to order?
The product page identifies the availability status and any estimated production period. Processing or production time is separate from carrier transit time.
Can I change or cancel an order?
Contact orders@ecloria.com.au as soon as possible. We cannot guarantee a change after fulfilment, sourcing, allocation or production begins. Pre-order cancellation terms are shown before payment and in our Pre-order & Made-to-Order Guide.
Will in-stock and pre-order items ship together?
Mixed orders may be held until every item is ready. Split shipping may be available where practical and additional postage may apply. Contact us before ordering if an in-stock item is time-sensitive.
Products & sizing
What is included in my selected package?
The package contents are listed on the product page and update with the selected option where supported. Styling accessories shown in photography are not included unless expressly listed.
How should I choose a size?
Use the size chart on the relevant product page and compare it with your current body measurements. Do not choose solely from a usual letter size. Contact info@ecloria.com.au before ordering if you are between sizes.
What does One Size mean?
One Size applies only to the item identified and does not mean that it will suit every wearer. Check the stated measurements, adjustability and styling notes.
Can colours and handmade details vary?
Small variations may occur because of screen settings, lighting, dye lots and hand-finished details. Variations do not include material differences from the description or faults covered by applicable consumer law.
Shipping
Where does Ecloria ship?
International shipping is available to selected destinations. The definitive availability, services and rates for an address are shown at checkout.
Are duties and import taxes included?
Orders shipped to the United States are sent on a DDP basis, with applicable import duties and taxes included. Orders to other international destinations are generally sent on DAP terms unless checkout expressly says duties and taxes are included; for DAP destinations, the recipient is responsible for those charges.
How do I track my order?
Where tracking is supported, a dispatch email will contain the tracking number or order-status link. Allow time for the first carrier scan. Contact orders@ecloria.com.au if tracking remains inactive or appears incorrect.
Returns
How do I request a return?
Email returns@ecloria.com.au within 14 days after the carrier records delivery. Include the order number, item name and reason. Do not send an unauthorised return.
Who pays return shipping?
The customer pays return postage for an approved change-of-mind return. Ecloria provides an appropriate remedy and covers reasonable return costs where required for a faulty, damaged or incorrectly supplied item.
Can I exchange a size?
We do not reserve stock for direct exchanges. For an eligible item, return it under the Return & Refund Policy and place a new order for the preferred size or style.
Brands & provenance
Is every product designed by Ecloria?
No. Ecloria is both a developing fashion house and a curated retail destination. Each product page identifies the relevant brand or designer.
What does Yupbro mean on a product page?
Yupbro is the designer and production house responsible for the attributed product. Ecloria presents and retails the piece as part of its curated selection.
Still need help? Visit Contact or email info@ecloria.com.au.