Frequently Asked Questions (FAQ)

How quickly can you answer my question?

We reply to all messages and emails as soon as possible, typically within 24 hours of receiving your request. Our customer service team is always happy to help!

Can I change my delivery address after placing my order?

Once your order is placed, our warehouse team usually processes it within 24 hours. If you made an error in your address, please email us immediately with your name and order number so we can correct it before shipment. We’ll do our best, but we can’t guarantee changes once the order leaves our warehouse.

How long is the processing time?

Processing time is typically 1–3 business days, depending on current order volume.

General shipping information

We process and ship orders Monday through Friday (excluding public holidays). Once your order is confirmed, it takes about 1–3 days to prepare and approximately 7–14 days for delivery.

Will my order arrive in one package?

Depending on your order size, you might receive multiple packages. These may arrive 1–2 business days apart.

Out of stock or backorder items

If any item you ordered is out of stock, we’ll notify you via email. If restocking takes longer than two weeks, we’ll automatically issue a refund for that item.

Address changes

If you realize your address is incorrect, please email us right away with your name and order number. We’ll do our best to locate and update your package before it’s shipped, though we can’t guarantee changes once it’s in transit.

I received a damaged item, what should I do?

We’re truly sorry your package didn’t arrive as expected. Please contact us with your name and order number for a replacement or refund. Your satisfaction means everything to us.

How can I track my order?

Simply visit the Track My Order page in our main menu and enter your tracking number. For any difficulties, email us and we’ll gladly assist you.

Why is my tracking number not working?

Tracking numbers may take up to 48 hours to activate after shipment. If your number still doesn’t work, contact us so we can verify that your package has shipped correctly.

What can I do if something is missing or damaged from my order?

If any item is missing or damaged, please notify us immediately so we can resolve the issue. We offer a 30-day money-back guarantee from the date of delivery.

To reach us, please use the Contact Us form or email contact@ellysstore.com.

What condition must products be in to be returned?

All returned items must be unused, in their original packaging, and in the same condition as received.

Who pays the shipping costs for returns?

For defective or incorrect items, Elly’s Store covers all return shipping costs. For all other returns, customers are responsible for the actual return shipping fees.