FAQ
Lifetime Guarantee
How does your lifetime guarantee work?
Every Eclésa piece is designed with longevity in mind and backed by our Lifetime Guarantee. If your accessory ever experiences a fault due to materials or craftsmanship, we will repair or replace it at no extra cost
This guarantee does not cover natural wear and tear, ageing, accidental damage, misuse, or improper care
Contact us at help@eclesa.com.au so we can review your request and arrange the next steps
Will my piece be replaced or repaired?
Once we receive your request, our team will assess to determine the best solution. If the fault can be repaired, we will arrange for it to be repaired and returned to you. If a repair isn’t possible, we will provide a replacement instead. Our goal is always to restore your Eclésa piece so it can continue to be carried for years to come
Shipping & Returns
How much does shipping cost?
We offer both standard and express shipping options
- Standard shipping: $9.95
- Express shipping: $14.95
We also offer free express shipping on all orders over $250
How long does shipping take?
Delivery time depends on where you’re located, but as a general guide:
- Processing time: 1–2 business days
- Shipping time: typically 2–7 business days after dispatch (metro areas are usually faster)
During busy periods (sales, public holidays), delivery times may vary
What’s your return policy?
We offer free returns within 30 days of your order
To be eligible, items must be returned in their original packaging and without signs of wear
To start a return contact us at help@eclesa.com.au
Can I change the delivery address of my order?
If your order hasn’t been dispatched yet, yes. Contact us ASAP and we’ll do our best to update it
If it’s already been dispatched, changes may not be possible, but we can help you with the best next step (like redirect options)
I didn’t receive my order confirmation, what should I do?
First, check spam/promotions. If it’s not there, it’s possible the email address was entered incorrectly. Message us and we’ll confirm your order
Product Details & Payment
What are your bags made of?
Our bags are made using materials chosen for their lasting quality, with a focus on natural textures
Specific materials can vary by style, you’ll find the exact material details listed on each product page
How do I care for my bag?
To keep your bag looking its best:
- Avoid overexposure to water, oils, perfumes, and harsh chemicals
- Store in a cool, dry place away from direct sunlight
- For marks, gently spot-clean with a soft cloth (no harsh scrubbing)
What payment methods do you accept?
We accept all major payment methods, including Afterpay
