FAQs

Can I pick my order up from your store? 

Absolutely! During the checkout process you will be asked how you would like your order shipped to you. Please select "Click & Collect" and you will receive an email when your order is ready to be collected. Our Click & Collect service is FREE for all orders and there is no minimum purchase required.

 

What do you charge for shipping?

Shipping rates are based on the total weight of your order. 

For your reference our average book weighs 300g (0.3kg) and our average CD/DVD product weighs 150g (0.15kg). 

 Location Order Weight Shipping Rate
Audio Downloads Only* N/A FREE

Click & Collect

(You pick up from Menangle, NSW store)

0.01 kg – 100 kg FREE
Australia (USB, Gift Vouchers & Cards Only) 0.01 kg - 0.04 kg $3
Australia 0.01 kg – 0.5 kg $8
Australia 0.501 kg – 2.9 kg $13
Australia 2.901 kg – 22.0 kg $30 
International* 0.01 kg – 22.0 kg Contact Us*

* Audio downloads are available worldwide. Customers from outside Australia only need to contact us about international shipping for products other than audio downloads. 

 

I ordered an audio teaching download. When will I get it?

Within 2 minutes of completing your purchase you will receive 2 separate emails. The first is confirming your order with us and the second email will contain a link to access your downloads.

 

How long will my order take to arrive?

All shipping (apart from Audio Downloads) is within the standard time frame set by Australia Post, which is stated on their website as: 

Sending to same state (NSW):

  • Metro - up to 2 business days
  • Country - up to 5 business days

Sending interstate (outside of NSW):

  • Metro - up to 3-6 business days, depending on lodgement and destination points
  • Country - Please ask at your local Post Office

International Shipping:

  • Please allow 5-20 business days from dispatch. Delivery time may vary due to customs and processing systems.

 At this stage we do not offer express shipping.

 

I haven't received any emails from you. What happened?

If you haven't received either an order confirmation email or a download link email following a purchase, please check the following before contacting us:

  • Have you checked your spam folder? 
  • If you paid with PayPal, please check the email address associated with your PayPal account.
  • If you use Gmail, check your "Promotions" tab, as Gmail has been routing our download link emails to this section. Be sure to change the labeling in Gmail to ensure future deliveries. If not there, check archives (it may have skipped the inbox).

If still nothing, contact us at Sydney.store@ellel.org.au

 

How can I have future, repeated access to my audio teaching downloads?

Once you have completed your audio teaching download purchase you will receive 2 emails. One is the order confirmation from us, and the other email contains the link to download your purchases.

*PLEASE NOTE: Each audio link can be accessed up to a maximum of 3 times. In order to have the audio files available to you for repeated future use you will need to download the files to a device.

DOWNLOAD INSTRUCTIONS

USING AN ANDROID PHONE OR TABLET: 

In the downloads email you received from us, click on one of the links and it will open and play within the Internet. To download to your android device, press the three dots in a vertical line next to the play bar and select "Download". That audio file will download to your device in your "Downloads" folder. Repeat this for the remaining audio links.

USING AN IPHONE OR IPAD:

In the downloads email you received from us, click on one of the links and it will open and play within Safari. To download the files to your iPhone or iPad, you will need to use any type of computer to transfer them to your device (see instructions below under "USING A COMPUTER") or find a third-party app that allows mp3s to download directly to your Apple device.

USING A COMPUTER:

In the downloads email you received from us, click on one of the links and it should start to download automatically and will save it in your "Downloads" folder.

If the download does not start automatically right click on the link/s above and select "Save File As...". Once the download is complete, open the file from the saved location and it will play through an audio player such as iTunes, Windows Media Player, VLC etc. Repeat for the remaining audio links.

iPhone and iPad users can now transfer these mp3s to their Apple device through the iCloud or a USB cable.

 

Note: Our audio teaching downloads are copyright and cannot be copied or distributed without written permission from Ellel Ministries Australia.

 

How do I access my downloads if I don't have the original downloads email?

If you have an account on our store's website you can sign in to access all your previous orders and downloads.

If you don’t have an account yet, please contact us at Sydney.store@ellel.org.au with your full name and the product/s ordered and we can resend you the downloads email.

 

I have only received part of my order. Where is the rest of my order?

If part of your order is not available at the time of purchase it may be sent in separate shipments. In this situation you will be notified via email and when the item becomes available we will let you know and ship you the rest of your order. You will not be charged any additional shipping and handling fees for the second shipment. If the item will not be available within 30 days we will contact you and offer a refund for the cost of the unavailable item/s. If you haven't heard from us please see the answer to "I haven't received any emails from you. What happened?" above.

 

How do I receive purchased gift vouchers?

Once your order is received, we will print a customised gift voucher according to the recipient, the price and the voucher ID.

It will be printed and sent to the delivery address on the order or available for pick up if the click & collect option is chosen. If the voucher is sent separately to the rest of your order, you will not be charged any additional shipping fees.

 

Where do I put my discount code?

On the checkout page there is a space for you to enter the discount code. It is not available on the cart page. If you are using a computer, the 'Discount Code" space is located on the right side of the page (see the first image below). If you are using a smart phone you need to click on the drop-down box at the top of the checkout (see the second & third images below).

Please note: You must click the apply button or arrow button for it to actually apply the discount to your order.

USING A COMPUTER:

 

USING A SMART PHONE:

Step 1.

Discount Code Location Phone 1

 

Step 2:

Discount Code Location Phone 2