Shipping & Returns

    Shipping policy

    Standard Delivery

    • Continental U.S.: $6.99 flat rate, free shipping on orders over $59.99 (excluding tax, and after discounts are applied). It typically takes 3-5 business days after dispatch.
    • Alaska & Hawaii: $18.00 flat rate, free shipping on orders over $120 (excluding tax, and after discounts are applied). It typically takes 5-8 business days after dispatch.
    • Orders are shipped via UPS, USPS, DHL e-Commerce, FedEx, or Amazon Shipping through our US-based 3PL warehouse.
    • Delivery times may vary depending on the shipping method, carrier delays, weather, or other conditions beyond our control.

     

    Address Accuracy

    • Please ensure your shipping address is accurate and complete during checkout. Once your order is packed, we cannot change the address or modify the order.
    • Email requests to change an address cannot be guaranteed.
    • We are not responsible for lost or undelivered packages due to incorrect or incomplete address information provided at checkout.

     

    Lost or Missing Packages

    • Once a package is marked “Delivered”, responsibility is transferred to the customer.
    • If tracking has not updated for an extended period, please email service@ellen-ella.com.

     

    Delivery Delays

    • Delivery times may be longer during sales events or new product launches due to high order volumes.
    • Delays may also occur due to weather conditions, carrier disruptions, customs duties, or local inspections.

    Refund policy

    Return Eligibility

    • Returns accepted within 30 days of delivery.
    • Items must be in original condition (unworn/unused, all free gifts, original packaging).
    • Email service@ellen-ella.com before returning with photos of:
    1. The product
    2. The expiration date and LOT code (found on the bottom)
    3. The packaging and shipping label with the tracking number

    We cannot accept:

    • Returns without prior request/approval.
    • Items damages during return shipping.
    • Items purchased from unauthorized retailers.

     

    Return Process

    • Email service@ellen-ella.com to request a return.
    • If approved, you’ll receive a return shipping label and instructions.
    • Pack your items securely, attach the return label, and remove any old labels.
    • Drop off the package at USPS.

     

    Damages, Issues & Exchanges

    • Inspect your order upon arrival. If defective, damaged, or incorrect, email us immediately with photos of:
    1. The product
    2. The expiration date and LOT code (found on the bottom)
    3. The packaging and shipping label with the tracking number
    • We are not responsible for lost/stolen packages after delivery.
    • Exchanges are not offered. To replace an item, return it and place a new order. 

     

    Return Costs & Refunds

    • Returns for Damaged or Incorrect Items
      If your item arrives damaged or you received the wrong product, we’ll cover the return shipping cost. A full refund will be issued to your original payment method. 

     

    • Returns Due to Change of Mind
      Customers are responsible for round-trip shipping costs. Fees depend on your original shipping eligibility and location:
    1. Orders that did not qualify for free shipping:
      Only the return label fee will be deducted. The original shipping fee is not refundable.
    2. Orders that qualified for free shipping:
      Return label fee plus the original shipping fee will be deducted from your refund.
    3. Return Label Fees:
      -Continental U.S.: $6.99
      -Alaska & Hawaii: $18
    4. Partial returns:
      Return label fees apply based on your shipping region (see above).

       

      • Refunds are issued after returned items are inspected. Processing time may vary depending on your bank. For any return questions, feel free to reach out to us at service@ellen-ella.com

       

      Customs & Import Charges

      • Buyers are responsible for any customs or import charges.
      • Check with your country’s customs office before purchase for details.