Start Your Return:
To start a return either by mail or by drop off, request a return ticket here. You will receive a response within a few hours from us. Please leave enough time for your return request to be processed and still have your items back on time.
Your return must be authorized and receive approval. Unauthorized returns or additional items included that weren't authorized, will automatically receive store credit even if they are eligible for a refund.
***Please add customercare@eleella.com to your contacts to make sure you receive your label and return instructions and they don't end up in junk***
The return portal is monitored during business hours only. Return requests received after 6 on weekdays and Friday after 1pm will be processed the next day- please plan your return window accordingly.
You must fill out a returns request in order for your return to be processed. Items dropped off or delivered without prior authorization will not be refunded.
Return Policy:
| Money back |
Item must be scanned by USPS or dropped off in the warehouse by day 4 from delivery date/pickup notification |
| Store Credit |
Item must be scanned by USPS or dropped off in the warehouse by day 6 day from delivery date/pickup notification |
Warehouse drop offs must be dropped off by 6pm. After 6 is considered next day. Friday by 2pm.
Please note weekends are included in the count. We give 4 days with weekends and legal holidays already in consideration
Day 1 is the day you receive your order or pickup email notification.
If you placed an order for pickup please look out for the ready for pickup email so you don't miss the notification. Orders are typically fulfilled within 24hrs or sooner. You can also check your spam folder. Please note that all pick up orders are automatically marked as "picked up" when processed, even if you have not yet picked it up. Orders that are picked up can only be returned by drop off.
Return shipping fees:
| Return by Mail | $5 flat shipping label fee plus $1.50 restocking fee per item returned |
| Drop off in Warehouse | $1.50 restocking fee per item returned |
| Drop off in Warehouse | FREE if order was originally picked up (not shipped) and the return is under $300 |
Return shipping fees will be deducted from your final refund.
Returns of $300 or more will incur a 5% restocking fee, even for a drop off (multiple orders placed within 24 hrs count as one order)
If you ship your return in a box instead of the envelope it was sent in we will deduct the additional USPS fees incurred from your return
Please be sure to have your package scanned by USPS when dropping off and to retain USPS receipt as proof, since tracking is what we will go by
Any return that arrives after the return window has been closed will be refused or marked as Hefker.
Return Requirements:
The merchandise must have all tags and be in the original purchase condition, unused and unwashed. They should be packaged and folded neatly. A 10% restocking fee will be deducted for items arriving in a wrinkled condition to cover a steaming service. Returns not meeting this criteria may be refused at our discretion.
Please note that we only accept 1 return request per order.
Return Exclusions:
The following are not eligible for return and are final sale:
- Items discounted at 20% or more and layette at any discount.
- Items bought during a Flash Sale or any items marked FINAL SALE.
- Due to hygiene purposes hair accessories, undergarments and swimwear are FINAL SALE.
- Alviso shirts are final sale
- No items purchased before the holiday of Sukkot or Pesach can be returned after the holidays.
GIFT CARDS & STORE CREDIT: If you return an item purchased with store credit or a gift card and received free sipping on that order, your return will have the shipping fee deducted from the credit as well. Gift cards expire 1 year from when they're issued
Return Process:
Once you request your return, you will receive an approval/rejection and a label (if applicable) within 10 hours. If you received an approval email but do not see the email with a label please check your spam folder, and if you still don't see your label please reach out to us by email ASAP. Labels are always sent the same time as the approval email.
We do not accept returns sent without our label.
To drop off at our warehouse, please request a return here and choose the drop-off option. You will receive drop-off instructions via email within 10 hours. Our returns drop off center is open 24/7. Please check your email for access code.
Refunds and Credits:
Once we receive your return and deem it acceptable, we will issue you a refund or credit depending on when your return was scanned by USPS/dropped off. Accepted returns will be processed within 3-5 business days of receiving the item. This can take longer during peak times.
*Please note: customers with excessive returns (3 or more consecutive returns) will be charged $10, deducted from their final refund, at our discretion. This applies to both mail and warehouse returns
Exchanges:
We do not offer exchanges at this time. If you need a different size or color please return the unwanted item and place a new order.
***If you'd like to do an in-warehouse exchange for size and avoid restocking fees you can text or WhatsApp 908-848-3132***
Gifts:
Ele Ella is the premier stop for all baby and children gifts. We offer courtesy gift wrapping and an extended return policy on all gifts. Please use our gift box builder to create the perfect gift.
Baby gift box orders are eligible for exchange up to 30 days from date of delivery. After 30 days, the gift order is considered final sale.
Please note the gift recipient is responsible for return shipping or they can exchange the gift for free at our warehouse. The new item will ship free. We do not offer credits for gifts, a new order must be placed at the time of the exchange for layette items only.
Please email customercare@eleella.com to begin your gift exchange
Any gift bought on a final sale is considered as such and may not be exchanged. Sale items cannot be gift wrapped.
Order Cancellations/Issues:
No order cancellations or adjustments can be made once your order is placed.
Any order errors or problems need to be reported within 2 weeks of delivery date/pick up notification. After that, we won't be able to help you. Items purchased on sale are sold "as is" at that point if there were any problems or defects with the style we would have been aware and no longer be stocking it.
Price Adjustments: During sale season prices and promotions can fluctuate from day to day. Unfortunately, a price adjustment is not something we can offer on previous purchases
Other Information:
We do not take responsibility for lost or stolen packages. Once your package leaves our warerouse and is scanned by USPS the customer will need to work directly with the shipping carrier should an issue arise
Unclaimed items are considered Hefker after notification to the customer.
Orders not picked up within 30 days will be considered hefker
Customer Satisfaction:
If for any reason you feel you require an exception to our policy, you can reach out to us. Exceptions will be made at our discretion only. As always, customer satisfaction is our priority.