Choosing and fit
Choosing the right product
How do I know a product will fit?
Where we have them, product pages list external width, depth and height in centimetres plus any clearance the item needs to open, slide or stack. Measure your usable space at its narrowest point and compare before ordering. Our measurement guide walks through it step by step.
What if a product page has no dimensions?
It means we do not yet have dimensions we can stand behind for that item. We publish measurements only when the supplier has provided them. Contact us and we will confirm what we can before you order.
Can I buy pieces separately and add to them later?
Where we have compared a product against others, the compatible items are listed on its page. Compare the published dimensions before assuming two pieces will stack or sit together, and contact us if you're unsure.
Are your containers food safe, airtight or dishwasher safe?
We only state material properties we can evidence from supplier documentation. Where a product page does not make a claim, please assume it has not been verified and contact us before relying on it.
Orders and delivery
Orders, delivery and returns
How long will my order take to arrive?
Most Australian orders are expected to arrive within approximately 5–12 business days after the order is placed. This total already includes the 1–3 business days we take to process an order for dispatch.
Delivery to remote locations may take up to 15 business days. These are estimates, not guaranteed arrival dates. Full detail is in our Shipping Policy.
How much does shipping cost?
Shipping is calculated for your delivery address and shown at checkout before you pay, so you always see the cost before committing to the order. Charges can vary with parcel size, weight and how remote the destination is.
Can I change or cancel my order?
Contact us as soon as possible and we will do what we can. Include your order number so we can find it quickly.
We cannot guarantee a change or cancellation once an order has entered processing or been dispatched. If it has already left us, it will need to be handled as a return once it arrives.
What if I entered the wrong delivery address?
Contact us immediately with your order number and the corrected address. If the order has not yet been dispatched we can usually update it.
Once a parcel has been dispatched the address generally cannot be changed, and the carrier may not be able to redirect it. In that case the parcel usually has to be returned to sender before it can be sent again.
Do you deliver to PO boxes and remote areas?
Some carriers or products cannot be delivered to PO boxes, parcel lockers, islands, remote communities or locations needing specialised freight.
If we cannot deliver to the address provided, we will contact you to arrange an alternative.
Can my order arrive in more than one parcel?
Yes. Orders containing several items are sometimes dispatched separately, so they may arrive on different days.
Where that happens each parcel can carry its own tracking number, so you may receive more than one set of tracking details for a single order.
Can I track my order?
Where tracking is available, tracking details are emailed to you after your parcel is dispatched. You can also see your orders at any time from your account.
Why is my tracking not updating?
New tracking numbers can take up to 48 hours to begin showing updates after the carrier receives the parcel, so a tracking page with no movement in the first day or two is normal.
The tracking link in your dispatch email always shows the most current information. If it still has not updated after that initial period, contact us with your order number and we will follow it up.
Tracking says delivered but I cannot find my parcel. What now?
Before contacting us, it is worth checking safe or nominated delivery locations around the property such as a porch, side gate, letterbox or parcel locker, whether another member of the household, a neighbour or a building manager accepted it, and the carrier's own delivery information, which often records exactly where the parcel was left.
If you still cannot locate it, get in touch with your order number and we will help you follow it up with the carrier.
What if something arrives damaged?
Photograph the outer packaging before discarding it, then the shipping label, then the damaged product and internal packaging. Email support@ordessa.com.au as soon as reasonably possible, including your order number.
Keep the product and packaging until we confirm whether an inspection or return is required. A recommended reporting period does not remove your rights under the Australian Consumer Law.
What is your returns policy?
We accept eligible change-of-mind return requests submitted within 14 calendar days after delivery. Change-of-mind returns need written authorisation from us first, you cover return postage, and the original delivery charge is not refunded. There is no restocking fee.
Faulty, unsafe, damaged, materially misdescribed or incorrectly supplied products are covered by the Australian Consumer Law, and those rights are not affected by our policy. Full detail is in our Returns and Refund Policy.
Payment and support
Payment and getting help
Which payment methods do you accept?
You can pay with major credit and debit cards or PayPal. Express checkout options are also available, including Shop Pay, Apple Pay and Google Pay.
Express payment options can vary depending on your device and browser — Apple Pay, for example, appears on compatible Apple devices. The complete list of methods available to you is always shown at checkout before you pay.
How quickly will Ordessa reply?
We usually respond within 1–2 business days. Including your order number, or the product name and the space you are working with, helps us answer in a single reply.