Start Your Return:
To start a return log in to the self serve return portal here.
Return Policy:
| Money Back |
Item must be scanned by USPS by day 5 from delivery date/pickup notification |
| Store Credit |
Item must be scanned by USPS by day 7 day from delivery date/pickup notification |
| Pickup Orders |
Pickup orders have 3 days for money back and 5 days for store credit. |
Warehouse drop offs must be dropped off by 6pm. After 6 is considered next day. Friday by 1pm. Abandoned pickup orders will incur a 10% restocking fee.
Day 1 is the day you receive your order or pickup email notification.
Please note weekends and holidays are included in the count. We give 5 days with weekends and legal holidays already in consideration.
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.
Only checkout+ orders or orders that were picked up have the option for free warehouse drop-off. Orders that were shipped without checkout+ will incur a $10 shipping fee
Checkout+ We offer you the option at checkout to unlock free return shipping later for the eligible items in your order by paying a small returns fee at the time of purchase. Checkout+ also includes package protection, covering you in case of loss, theft, or damage of your package. If you choose to pay this fee during purchase, there is no additional charge for shipping your item(s) back to us. If you choose not to pay this fee during your purchase, you will be subject to a higher shipping fee later at the rate of $10 per order along with restocking fees for returns of $100 or more on the date you ship your item(s) back to us for a return. Checkout+ orders will only have a restocking fee for returns above $3oo as outlined below
Please note that this service does not exempt your order from final sale or other store policies.
Returns of $300 or more, or 6 or more products, will incur a 5% restocking fee (multiple orders placed within 24 hrs count as one order) Returns of $600 or more will incur a 10% restocking fee
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. "Shipping stores" are not a reliable means of return, packages can sit there a few days before getting to the post office and your return will be late. To ensure it is scanned in the correct timeframe drop off directly at the post office or schedule a pickup from your home on their website USPS.com
Any return that arrives after the return window has been closed will be refused or marked as Hefker. On occasion the warehouse may choose to accept a return on day 8 at their discretion. If your return is accepted on day 8 there will be a 10% late restocking fee. By sending your return late you agree to this fee.
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 on sale or discounted with a coupon or promotion
- Items bought during a Flash Sale or any items marked FINAL SALE.
- Due to hygiene purposes hair accessories, undergarments and swimwear are FINAL SALE.
- Items previously returned are final sale if purchased again in the same size & color
- Light color shells and leggings are final sale (noted by product)
- 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. Store credits expire 1 year from when they're issued
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 full returns within 6 months) will have an additional $5 deducted from their final refund, to cover all shipping costs. This applies to both mail and warehouse returns
Exchanges:
We do not offer exchanges. If you'd like to purchase a different color or size please place a new order. This will insure the quickest processing time so we do not sell out of stock.
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.
For up to 7 days after gift delivery you may use the self serve return portal to exchange your gift. After day 7 you will need to email customercare@eleella.com so we can set up a manual exchange for you.
Please note the gift recipient is responsible for return shipping unless checkout+ was purchased with the gift. 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 warehouse and is scanned by USPS or UPS the customer will need to work directly with the shipping carrier should an issue arise. We encourage you to purchase shipping protection at checkout which will cover you in case of package loss or damage.
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.