FAQs
FAQ
✨ Quick Info
• Orders ship within 1 week
• New art is released in monthly drops
• All artwork is created by me in my Brisbane, Queensland, Australia studio
🌟 Drops & Limited Releases
How often do you release new items?
I release new artwork in monthly drops.
Each item is only available during that drop. Sometimes designs return in new colours in future drops, but many pieces are limited and don’t come back.
Occasionally I keep a small amount of stock aside for in-person events, but otherwise once it’s gone, it’s gone.
Will sold out items come back?
Sometimes designs return in future drops in new colours, but many pieces are limited.
Joining my newsletter or Instagram is the best way to hear about restocks and new releases.
🎨 About the Artwork
Where is your art made?
I create all my artwork myself in my studio in Brisbane, Queensland, Australia.
Are your pieces handmade?
Yes! I design and create all of my artwork myself. Every piece comes from my own illustrations and ideas.
What materials do you use?
My wall hangings are made using high-quality acrylic.
They’re designed to be lightweight, vibrant, and long-lasting.
Will the colours look exactly the same in real life?
Colours may vary slightly between screens and real life, but I always aim to photograph and edit images so they represent the artwork as accurately as possible.
Do you take custom orders?
I’m currently focused on my monthly art drops, so I’m not taking custom requests right now.
📦 Orders & Shipping
When will my order ship?
Orders are processed and shipped within 1 week of purchase.
Most items are in stock and ready to ship. If anything is delayed, I will contact you.
During very busy periods (such as large drops or major sales), shipping may take up to 2 weeks.
Processing time does not include shipping transit time.
How long will delivery take?
Australia: 1–2 weeks
International: 3–5 weeks
These are estimated delivery times and can vary depending on postal delays.
Will I receive tracking?
Yes. Once your order ships you will receive a tracking number by email.
Tracking emails sometimes end up in spam or junk folders, so please check there if you can't find it.
If you still can't locate it, email me and I’ll send it to you.
Do parcels require a signature?
Yes, all parcels are sent with signature on delivery.
Most pieces are limited or one-of-a-kind, and requiring a signature helps ensure your artwork arrives safely rather than being left unattended.
If you’re not home, Australia Post will usually:
• Leave a collection card for pickup from your local post office
• Attempt redelivery another day
Can I request delivery without a signature?
Yes. You can leave a note at checkout requesting delivery without signature.
However, once a parcel is marked delivered by the carrier, it is considered successfully delivered.
If a parcel goes missing after being delivered without signature, I unfortunately cannot cover the cost.
I entered the wrong address, what should I do?
Email cutie@ellamobbsart.com or reply to your order confirmation as soon as possible.
If your order has already been shipped, the address cannot be changed.
🚚 Delivery Issues
When should I contact you about my parcel?
Please contact me if:
• Your parcel is outside the estimated delivery timeframe
• Your tracking hasn't updated for several days
• Your parcel shows delivered but you cannot locate it
I can lodge an enquiry with Australia Post to help locate the parcel.
What happens if my parcel is missing?
If your parcel cannot be located after investigation with Australia Post, I will organise either:
• A replacement, or
• A refund
Many pieces are limited or one-of-a-kind, so replacements may not always be possible. In those cases, a refund will be offered.
What if my parcel is marked delivered but I can’t find it?
Please contact me so I can help investigate with Australia Post.
If delivery instructions were provided to the carrier (such as “leave in a safe place”), responsibility transfers to the customer once the carrier follows those instructions.
💵 Refunds, Exchanges & Cancellations
Can I cancel my order?
Yes, before it ships.
Once your order has shipped, it will need to be returned at your own expense before a refund can be issued.
Can I get a refund or exchange?
If your order arrives damaged or incorrect, please contact me within 14 days.
Photos are very helpful so I can sort it out quickly. I’ll always do my best to find a solution.
What happens if my parcel is returned to sender?
This can happen if:
• An incorrect address was entered
• A parcel is not collected from the post office
Once the item is returned:
• The product value will be refunded
• Shipping costs are not refundable
If a parcel is lost due to an incorrect address or failure to collect, I cannot issue a refund unless the items are returned.
🌏 International Orders
International orders may be subject to import taxes or customs fees, which are the buyer’s responsibility.
For USA customers, tariffs are already included in the product price.
🖼️ Caring for Your Wall Hanging
How do I clean it?
• Dust lightly with a soft cloth or duster
• For fingerprints or marks, use a microfibre cloth with a tiny bit of mild dish soap and water
• Dry gently with a clean cloth
Avoid strong chemicals, they can damage the acrylic.
💌 Reviews & Sharing
How can I leave a review?
You can leave a review:
• On the product page
• Through the review reminder email after your order arrives
Instagram photos and videos are always appreciated too! Reviews help new people discover my art.
❓ Other Questions
If you have a question that isn’t listed here, feel free to email:
I’m always happy to help 💌
