Start Your Return:

To start a return either by mail or by drop off, request a return ticket hereYou will receive a response within 10 hours from us. Please leave enough time for your return request to be processed and still have your items back on time.

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:

Return by Mail

 8 days money back & 14 days store credit (from delivery date) 

Drop off at Warehouse

3 days money back & 8 days store credit (from delivery date) 

 

Return Requirements:

  1. The merchandise must have all tags and be in the original purchase condition, unused and unwashed. Merchandise not meeting these conditions can not be returned. Please take care packing your items. If we receive a return in a condition unacceptable we will not be able to issue you a refund.
  2. Your return by mail arrives back to us no later than 8 days from the day it was delivered to you for refund and 14 days store credit. 
  3. All drop off returns at warehouse must be back within 3 days of pickup notification or delivery date for a refund and 8 days for a credit. 
  4. Returns of $300 or more will have a 5% restocking fee

Return Exclusions:

  1. Items purchased with a gift card or store credit.
  2. Items discounted at 20% or more and layette at any discount.
  3. Items bought during a Flash Sale or any items marked FINAL SALE.
  4. Due to hygiene purposes hair accessories, undergarments and swimwear are FINAL SALE.
  5. Alviso shirts are FINAL SALE. 
  6. No returns from before the holiday of Sukkot or Pesach will be accepted after the holidays.

 

Return by Mail: 

Once you request your return, you will receive an approval/rejection and a label (if applicable) within 10 hours. If 10 hours have passed without getting an approval/rejection and/or label it is your responsibility to email us. If you received an approval email but no label please check your spam folder before emailing. We do not accept returns sent without our label.

Return shipping fees:

Amount of Items:
 Label Cost: Other charges:
1-2  $5.00 $1.00 restocking fee per item returned
3-4 $7.00 $1.00 restocking fee per item returned 
5-6 $10.00 $1.00 restocking fee per item returned 
7+ items  N/A We do not accept returns on more than 6 items per order. Orders placed within 24hrs count as 1 order

Return shipping fees will be deducted from your final refund. Please allow a minimum of 3-4 days for shipping when returning a package so that we receive it before your return window is up. 

 ***Returns of $300 or more will have a 5% restocking fee***

Return At Our Warehouse:

You have 3 days from when your order is ready for pickup to return to our warehouse for a refund or 8 days for store credit.

 Return Cost: Other charges:
FREE

$1.00 restocking fee per item returned

5% restocking fee for returns $300 or more

Please request a return here and choose the drop-off option. You will receive drop-off instructions via email within 10 hours. Our returns center is open 24/7.

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 received. Accepted returns will be processed within 5-7 business days of receiving the item. Please note that this may take longer during peak times.

*Please note: customers with excessive returns (3 or more consecutive returns) will be charge $10, deducted from their final refund, at our discretion.

 

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.

 

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 can drop off for free at our warehouse. We will ship the new exchange order for free. We do not offer credits for gifts, a new order must be placed at the time of the exchange for layette items only. 

Any gift bought on a final sale is considered as such and may not be exchanged. Sale items cannot be gift wrapped. 

 

Other Information:

Unclaimed items are considered Hefker after notification to the customer.

Gift cards expire 6 months after issue date and no returns are accepted on store credit or gift card purchases. 

 

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.

It's easy. It's affordable. It's joyful.... it's Ele ella