Frequently Asked Questions

GENERAL ENQUIRIES

Customer Orders

Order Cancellation Policy

ORDER CANCELLATION POLICY
Once a purchase is completed, it cannot be cancelled. Please review your order and shipping details carefully before finalising payment.

Refunds

REFUNDS
Ellena Jade Creative (“EJC”) is committed to delivering high-quality products and services. To maintain clarity and consistency, please review the following no-refunds policy, applicable to all purchases made through our store.

All sales of physical products, digital products, and services are final. EJC does not offer refunds unless an item arrives damaged or faulty.

Please review the full Refund Policy here before making a purchase.

Shipping

AUS-WIDE SHIPPING
Ellena Jade Creative currently ships within Australia only.

HOW MUCH IS SHIPPING?
Enjoy FREE SHIPPING on all art prints and tees. For all other items, shipping will be calculated at checkout.

DO YOU SHIP INTERNATIONALLY?
For international shipping enquiries, please contact Ellena for a personalised quote.

Goods Arrived Damaged or Faulty

If your item arrives damaged or you believe it has a quality issue, please contact contact@ellenajade.com within 7 days of receiving your order.

To help resolve the issue promptly, include:

  • Clear photos of the item
  • Clear photos of the packaging
  • Your order number

EJC will review the information and assist you as quickly as possible.

Photo Editing Services

Photo Guides

Edit My Image & Merge My Photos

A4
Measurements: 21 x 29.7cm
Resolution: 300 DPI
Dimensions: 2480 x 3508px
Print & Frame: 34 x 43cm, includes white mat.

A3
Measurements: 29.7 x 42cm
Resolution: 300 DPI
Dimensions: 3508 x 4961px
Print & Frame: 43 x 55cm, includes white mat.

Choose A4 for:
The perfect keepsake—thoughtful, personal, and beautifully sized for desks, shelves, and smaller walls.

Choose A3 for:
Heartfelt centerpieces. The A3 size brings out every detail—tiny fingers, bright eyes, joyful expressions—creating a piece of art that feels as special as the people in it.


FRAMED PRINT OPTION

Professional framing helps ensure your cherished photo is preserved using archival-quality materials designed to protect against fading and deterioration over time.

Once the photo editing is complete, a low-resolution proof will be emailed to you for review. You will have 2 days to review the edits, giving you the opportunity to carefully assess the result and request any adjustments if needed. Your order includes one complimentary revision to help ensure the final image meets your expectations.

To keep the order progressing efficiently, if no feedback or revision requests are received within 2 days of the proof being sent, the edited image will be automatically approved and forwarded for professional printing, custom framing, and prompt delivery directly to your door.

FRAME SPECIFICATIONS:

  • Colour Options: Black, White, Raw Oak
  • Frame Thickness: 2cm
  • Frame Depth: 2cm
  • Frame Material: Wood
  • Mat Colour: White
  • Glass Thickness: 2mm, clear
  • Backing: Adhesive-Foamcore. Acid-Free to protect image.
  • Hanging System: D-rings & string

Special Occasion Photo Gifts

A4
Measurements: 21 x 29.7cm
Resolution: 300 DPI
Dimensions: 2480 x 3508px
Print & Frame: 24 x 33cm, no mat.

A3
Measurements: 29.7 x 42cm
Resolution: 300 DPI
Dimensions: 3508 x 4961px
Print & Frame: 32 x 45cm, no mat.

Choose A4 for:
The perfect keepsake—thoughtful, personal, and beautifully sized for desks, shelves, and smaller walls.

Choose A3 for:
Heartfelt centerpieces. The A3 size brings out every detail—tiny fingers, bright eyes, joyful expressions—creating a piece of art that feels as special as the people in it.


FRAMED PRINT OPTION

Professional framing helps ensure your cherished photo is preserved using archival-quality materials designed to protect against fading and deterioration over time.

Once the photo editing is complete, a low-resolution proof will be emailed to you for review. You will have 2 days to review the edits, giving you the opportunity to carefully assess the result and request any adjustments if needed. Your order includes one complimentary revision to help ensure the final image meets your expectations.

To keep the order progressing efficiently, if no feedback or revision requests are received within 2 days of the proof being sent, the edited image will be automatically approved and forwarded for professional printing, custom framing, and prompt delivery directly to your door.

FRAME SPECIFICATIONS:

  • Colour Options: Black, White, Raw Oak
  • Frame Thickness: 2cm
  • Frame Depth: 2cm
  • Frame Material: Wood
  • Mat Included: No
  • Glass Thickness: 2mm, clear
  • Backing: Adhesive-Foamcore. Acid-Free to protect image.
  • Hanging System: D-rings & string

Printable Digital File Option

Looking to keep costs down? Opt for the digital-only option of your edited photo. Perfect for sharing online, or printing at your own convenience.

Once the photo editing is complete, a low-resolution proof image will be emailed for your review. This gives you the opportunity to carefully check the edits and request any adjustments, if needed.

You're entitled to one complimentary revision to ensure the final result meets your expectations.

When you're fully satisfied and no further changes are required, the final high-resolution digital file will be sent via Dropbox download link. You will have 7 days to download the digital file.

You will recieve a file in either the following format:

  • JPG – for standard images
  • PNG – for images requiring a transparent background

If you have any questions about the process or file formats, feel free to get in touch.

Revisions

You're entitled to one complimentary revision to ensure the final result meets your expectations. Subsequent revisions are $15 each.

Turnaround Time

PRINTABLE DIGITAL FILE OPTION:
Sent via email within 3-4 business days.

FRAMED PRINT OPTION:
Please allow up to 5 weeks for production and delivery, depending on your location.

  • PRODUCTION TIMES:
    Photo editing, printing & premium framing: 8-11 business days.
  • SHIPPING TIMES:
    NSW / VIC / QLD / ACT / SA: 7 days
    WA / NT / TAS: 14-21 days

What's Not Included

While basic retouching instructions are welcomed, any requests that go beyond the scope of the selected package—such as extensive editing—may incur additional fees.

Services not included in the package:
❌ Body shape adjustments
❌ Extensive skin smoothing
❌ Clothing changes
❌ Colourise black & white photos

Contact Ellena for a personalised quote.

Made to order

Art Prints

Fine Art Paper Prints - DigitalPrints

Choose from two different acid-free paper types: High Grade Fine Art Paper or Smooth Cotton Rag

Cotton Rag
Weight: 310gsm
Finish: Textured Matte
Material: 100% Cotton

Fine Art Paper
Weight: 250gsm
Finish: Smooth Matte
Material: Wood Pulp

All paper prints are sold unframed and printed edge-to-edge with no white border.

FINE ART PAPER or COTTON RAG. WHAT'S THE DIFFERENCE?
Cotton rag paper uses cotton fibers, while fine art paper uses wood fibers.

Choose Fine Art Paper if:
You want a great-quality paper for beautiful prints, and you’re looking for good value — perfect for gifts.

Choose Cotton Rag if:
You want crisp detail and superior durability. Cotton Rag papers feel more luxurious, last longer, and are ideal if you want your prints to stand the test of time — perfect for collectors.

Fine Art Paper Prints - Reproduction Prints

Choose from two different acid-free paper types: High Grade Fine Art Paper or Smooth Cotton Rag

Cotton Rag
Weight: 300gsm
Finish: Smooth Matte
Material: 100% Cotton

Fine Art Paper
Weight: 230gsm
Finish: Smooth Matte
Material: FSC-Certified Wood Pulp

All paper prints are sold unframed and printed edge-to-edge with no white border.

FINE ART PAPER or COTTON RAG. WHAT'S THE DIFFERENCE?
Cotton rag paper uses cotton fibers, while fine art paper uses wood fibers.

Choose Fine Art Paper if:
You want a great-quality paper for beautiful prints, and you’re looking for good value — perfect for gifts.

Choose Cotton Rag if:
You want crisp detail and superior durability. Cotton Rag papers feel more luxurious, last longer, and are ideal if you want your prints to stand the test of time — perfect for collectors.

Canvas Prints - Reproduction

Framed Satin Canvas
Weight: 381 gsm
Finish: Satin
Material: Cotton & Polyester
Frame: Float Frame

Reproduced with professional precision, this museum-quality stretched satin canvas captures every nuance in rich texture and striking brilliance — a timeless addition for collectors who appreciate fine art without the gallery price tag.

Thoughtfully made with meticulous attention to detail, each premium canvas print comes beautifully framed and ready to hang, complete with pre-installed hardware for effortless, elegant display.

FRAMING:
With a 10mm face and 55mm depth, the frame is set 5mm away from the canvas to create a refined shadow line.

FRAME MATERIALS & COLOURS:
Crafted by hand from responsibly sourced timber, our float frames are sourced locally from FSC-certified suppliers and are available in the following finishes:

  • Raw Tasmanian Oak
  • Smooth White Matte
  • Smooth Black Matte

Production & Shipping Times - Digital Prints

We care about thoughtful consumption, so every digital illustration print is lovingly made to order in Australia from our Sydney, NSW supplier — ensuring each piece is created just for you.

PRODUCTION TIMES:
Digital Illustration Prints: 3-5 business days

SHIPPING TIMES:
Once dispatched, please allow 2-12 business days for domestic shipping. We cannot send to PO Boxes.

Production & Shipping Times - Reproduction Prints

We care about thoughtful consumption, so every print is lovingly made to order in Australia, either from our Gold Coast, QLD or Sydney, NSW suppliers — ensuring each piece is created just for you.

PRODUCTION TIMES:
Paper Prints: 7-12 business days
Framed canvases: 15-20 business days

SHIPPING TIMES:
Once dispatched, please allow 2-12 business days for domestic shipping. We cannot send to PO Boxes.

Made to order

Tees

Production & Shipping Times

We care about thoughtful consumption, so every t-shirt print is lovingly made to order in Brisbane — ensuring each piece is created just for you.

PRODUCTION TIMES:
T-shirt Prints: 3-8 days

SHIPPING TIMES:
Once dispatched, please allow 2-12 business days for domestic shipping.

READY TO SHIP

Greeting Cards, Stickers & Handmade Items

Dispatch & Shipping Times

DISPATCH TIMES:
Ready-made items are dispatched from Loganholme, QLD within 2 business days.

SHIPPING TIMES:
Once dispatched, please allow 2-12 business days for Australia Post domestic shipping.

Stories from extraordinary people like you.

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