FAQs

How can I contact Ellie & Amara?

You can contact us info@ellieandamara.com where our customer service team will be happy to help you with whatever you need!

Do you ship world wide?

Yes.

Where do you ship from?

USA and Hong Kong, France

Can I change or cancel my order?

As we aim to process orders as fast as possible, you must request any changes/cancellations within12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.

What payment methods to you accept?

We accept all major credit cards (Visa, Mastercard, Amex) Apple Pay and Paypal payments.

When will my order be processed?

All orders are handled and shipped out from one of our warehouses. Please allow extra time for your order to be processed during the holidays and sales seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

How long will it take to receive my order?

Due to high demand, orders may take between 5 days to 2 weeks to arrive.

What if I don't receive my order?

If you don't receive you order in 30 days after shipping, you are eligible for a full refund.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined  by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused be the customs department in your country. For further details of changes, please contact your local customs office.

How do I return an item?

Please contact us at info@ellieandamara.com

What if the item(s) I received are defective/incorrect/damaged?

Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be created to your original form of payment. If you paid be credit card or debit card, refunds will be sent to the card-issuing bank within  7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.