FAQ

ORDERS

How do I place an order?

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

How can I track my order status?
If you wish to cancel or modify your order, please contact us at support@ellaraandco.com as soon as possible. Once your order has been dispatched from our warehouse, we are unable to make any changes, and you will need to wait for delivery before initiating a return or exchange process.

Can I make changes to my order?
If you wish to cancel your order, please do so via support@ellaraandco.com. 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 duties and import taxes are not included. These charges are the responsibility of the customer and will be payable upon receipt of your parcel. 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 such as 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 dispatch. 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 card payments, please ensure the billing address matches the one 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 debit or credit card to complete the payment without a PayPal account. Rest assured, we do not store any of your 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 delivery partners. For specific details, please check our Delivery Info page.

How long does delivery take?
Delivery times vary depending on the method selected. Standard delivery usually takes 7-15 working days, while express delivery takes 5-10 working days. Please refer to our Delivery Info page for more details.

When will my order arrive?
Orders generally arrive within 7 to 15 working days for standard delivery and 5 to 10 working days for express delivery. Once your order has been dispatched, 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 parcel is still in customs. International deliveries may take time to clear. Please allow additional time and check again later. You will be able to track your parcel once it clears customs.

What should I do if I didn’t receive my parcel, but tracking shows it was delivered?
Please check with neighbours and your mailbox. If you still can’t locate it, contact your delivery provider for more information. You may also reach out to us for assistance.

RETURNS & REFUNDS

What is your return policy?
We offer a 14-day return policy. You can request a return within 14 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 include 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.