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FAQs

How long does it take to ship an umbrella after I have paid for it?

It takes between 1-3 days after your order is received (and payment verified) for us to ship your order. Postage usually takes 1-3 additional days depending on where you live in Australia. International orders have longer postage times.

 

Do you ship internationally?

Yes, please email us at sales@stellabrella.com.au to get a quote on postage to your country.

 

Can I pick-up my order?

Stella Brella is based in Macquarie Hills in Newcastle. We allow pickups by appointment only. Please ring our Sales Manager Loan on 0410 754 018 to arrange a pickup time.

 

What umbrellas do you have in stock? 

Stella Brella usually have all umbrellas shown in the Online Store in stock. Make sure you provide your email address and phone number with your order so you can be contacted if there will be any delay.

 

Can you supply umbrellas in different colors to that on the web site?

If you have a particular request, please email us. We can order umbrellas that we do not usually have in stock. For example, the clear PVC umbrellas come in many different colour trims. We usually only stock the black, white, pink,red, silver and blue trims, but many other colours are available for order.

 

What options do I have for payment?

All payments through this website are processed through Stripe or PayPal (Stella Brella is PayPal verified). Payments can be accepted from credit cards (Visa or Mastercard) with Stripe or through PayPal accounts. 

 

Are payments through Stripe?

Stripe protects your financial information with industry-leading security and fraud prevention systems. It uses a secure connection (https) to process your payments.

 

Why does Stella Brella use Stripe?

When you use Stripe, your financial information is not shared with Stella Brella. This further protects you and your financial information. We are notified by Stripe of your payment into our account..

 

Are payments through PayPal secure?

PayPal protects your financial information with industry-leading security and fraud prevention systems. It uses a secure connection (https) to process your payments. You will notice the https in the URL after you hit the "Check out with PayPal" button.

 

Why does Stella Brella use PayPal?

When you use PayPal, your financial information is not shared with Stella Brella. This further protects you and your financial information. We are notified by PayPal of your payment into our account.

 

What happens after payment?

Once your payment is complete, PayPal will email you a receipt for this transaction. Stella Brella will send your goods to you with a receipt.

 

How is postage calculated?

Rather than calculate postage on each item. We now calculate postage of the whole shopping cart. Children's and Compact umbrellas weigh 500 grams. Unisex, Women's and Wedding umbrellas weigh 750 grams. Shipping rates are below.

500 grams = $9
750 grams = $12
1kg to 1.25kg = $15
1.5kg to 1.75kg = $18
2kg and over = $20
By doing this, it allows postage discounts for multiple items purchased. For example, if 4 Clear umbrellas are purchased, total postage is $20. Postage is only $5 per umbrella, instead of $12, saving more than 50% postage on each umbrella.

 

What is your refund policy?

Umbrellas are offered with a 30 day exchange if the goods are damaged upon arrival, or the item has a manufacturing defect. Returns are not allowed on a "change of mind" basis. Stella Brella will refund postage costs (based on Australia Post Regular Parcel). Some items do have an additional manufacturer frame guarantee, and if so, the umbrella comes with an additional warranty tag. This frame guarantee is limited, and does not include misuse or strong wind damage, and all postal costs are incurred by the customer.

 

Why does the website look a little different since last time I visited?

We are always making improvements to our website to make the customer experience better. If you have any suggestions, please email us with your thoughts. Feedback is always welcome.

 

How do I contact you?

The best option is to email sales@stellabrella.com.au if you have any requests or questions. Otherwise, you can ring our Sales Manager Loan directly on 0410 754 018. Our trading address is 35 Fitzwillaim Circuit, Macquarie Hills NSW 2285. (Sales and Marketing Office - Pickups by appointment only).


 

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