FREQUENTLY ASKED QUESTIONS

CAN I MAKE CHANGES TO MY ORDER?

We strive to process orders and prepare them for shipping quickly. If you need to make changes to your order, please email us at elleraeco@gmail.com as soon as possible. We will do our very best to accommodate changes to your order, but changes CAN NOT be guaranteed. If an order has already been processed and prepared for shipping we will be unable to accommodate your order changes.

CAN I CANCEL MY ORDER?

Yes, if your items have not been ordered from our distributor or made, you may cancel your order. Email us at elleraeco@gmail.com to request to cancel your order. We can not cancel any orders for items that have already been ordered, made or shipped.

I GAVE YOU THE WRONG SHIPPING ADDRESS, CAN YOU CHANGE IT?

Unfortunately we are not able to change shipping addresses on orders that have already been placed. If your order has not been processed or shipped, you can request to cancel your order and reorder with the correct shipping address.

MY TRACKING NUMBER SHOWS THAT MY ORDER WAS DELIVERED, BUT I DID NOT RECEIVE IT. WHAT SHOULD I DO?

If your tracking order shows your order has been delivered, but you have not received it, please first contact the shipping carrier. We are not responsible for packages once they leave our warehouse, however, we will do our best to assist you for unresolved matters after you have contacted the shipping carrier.

WHAT IS YOUR ESTIMATED TIME FOR SHIPPING?

Custom orders can take up to 2-3 weeks. Please allow an additional 5-8 days for shipping.

I WANT TO ORDER OUTSIDE THE UNITED STATES, DO YOU OFFER INTERNATIONAL SHIPPING?

No, not at this time.

I WANT TO GET A REFUND ON A PORTION OF MY ORDER OR MY ENTIRE ORDER, CAN I DO THIS?

Please review our refund and exchange policy for information on returning and refunding orders.