FAQs

What is your Return/Exchange Policy?

• Exchanges are accepted up to 14 days from delivery date. Items must be in original new condition with Shop Ella Rae hand tags attached and no sign of visible wear such as: Deodorant stains, makeup, Fragrances etc. Please return clothing with care to ensure an easy exchange process. 
• At this time, we are only able to offer an exchange of equal or lesser value of original purchase. No Refunds. 
• All accessories including bags, jewelry, hats, hair accessories, etc. are Final Sale.
• Any merchandise marked Final Sale cannot be exchanged or returned. 

What is your shipping process?

• Please allow 2-3 days for orders to be processed. 
• Standard delivery arrives within 7-10 business days not including processing time. 
• Once order has been processed you will receive a confirmation email.
• We are not reliable for any lost or stolen orders. Please contact your local post office to file a claim.
• We are not responsible for orders delivered to the wrong address due to customer or USPS error.

Do you offer FREE RETURN SHIPPING?

• Unfortunately, we cannot offer free return shipping at this moment. We recommend all return packages are sent via trackable/insured mail. We are not responsible for lost/stolen packages.

What if I need to edit or cancel an order?

• Unfortunately we are unable to cancel an order once it has been placed. Please check order details before placing it. 

What if I received incomplete order/wrong item?

• We apologize if you received an incomplete or wrong order. Please contact us ASAP at customerservice@shopellarae.com