FAQ

ORDERS

How do I place an order?

Add the desired item and quantity to your shopping cart.
Click on the shopping cart icon.
Review your order and click "Checkout."
Sign in or register an account.
Confirm your shipping details and payment method, then complete your purchase.

How can I track my order status?
We will send you an email once your order has been shipped, including tracking information. You can also log into your account, go to "Order History," and check your order status. If you need further assistance, feel free to email us at support@ellaraandco.com.

Can I make changes to my order?
If you wish to cancel your order, please do so via your order confirmation email. Once your order has left our warehouse, we are unable to make any changes, and you will need to wait for delivery.

Are customs and duties fees included in the price of my order?
Customs and duties fees are not included. These charges are the responsibility of the customer and will be payable upon receipt of your package. Fees vary by country and product.

Can I use more than one discount code at a time?
No. Only one discount code can be applied per order at checkout. You can use another code on a future purchase. Please refer to the terms and conditions of the discount code.

PRODUCT

What size should I order?
Our size guide offers a general recommendation, but sizes may vary depending on the style. For example, oversized items like sweatshirts or t-shirts might fit larger than indicated. If you have questions about specific measurements, please reach out, and we’ll be happy to assist.

What warranty or guarantee do you offer on your products?
We offer high-quality products and conduct detailed checks before shipping. If any issues arise, please contact us directly.

PAYMENT

What types of payments do you accept?
We accept Visa, MasterCard, Maestro, Discover, JCB, Diners Club, and PayPal.
For credit card payments, ensure the billing address matches the address on file with your bank.

How can I pay if I don't have a credit card?
If you don’t have a credit card, we recommend using PayPal for secure and fast payments. You can register for PayPal at www.paypal.com.

How can I pay if I don’t have a PayPal account?
You can still use your credit or debit card to complete the payment without a PayPal account. Rest assured, we do not store any of your credit card information.

What if my payment fails?
If you encounter issues during payment, double-check your details. Contact your bank to verify your account and try again. If the issue persists, please contact our customer service at support@ellaraandco.com, and we’ll assist you further.

DELIVERY

Where do you ship to?
We ship globally to destinations served by our carriers. For specific details, please check our Shipping Info page.

How long does delivery take?
Delivery times vary depending on the shipping method. Standard Shipping usually takes 7-15 business days, while Express Shipping takes 5-10 business days. You can check our Shipping Info page for more specific information.

When will my order arrive?
Orders generally arrive within 7 to 15 business days for Standard Shipping and 5 to 10 business days for Express Shipping. Once your order has shipped, you'll receive an email with tracking details.

Why is there no tracking update?
If you're not seeing updates, it's possible that your package is still in customs. International shipments can take time to clear. Please allow for extra time and check again later. You will be able to track your order once it clears customs.

What should I do if I didn't receive my package, but tracking shows it was delivered?
Please check with neighbors and your mailbox. If you still can’t locate it, contact your courier for more details. You can also reach out to us for assistance.

RETURNS & REFUNDS

What is your return policy?
We offer a 30-day return policy. You can request a return within 30 days of receiving your order. Please visit our Returns page for more details.

What should I do if there's an issue with my order?
If there’s a problem with your order, contact us immediately at support@ellaraandco.com with your order number and a description of the issue. If it's a quality issue, please attach a photo.

When will I receive my refund?
Refunds will be processed within 7 days after we receive your returned item. You’ll receive a confirmation email once the return has been processed, and the refund will be credited to your original payment method.

Can I exchange my purchased items?
We do not offer exchanges at this time. However, you may place a new order and return any unwanted items. Your refund will be processed once we receive the returned items.