Frequently Asked Questions
How do I track my order?
We know how important it is to track your order at all times, so we've made it easy for you with email and text message updates! You'll start to receive updates with your tracking information as soon your order ships. You can also click on the tracking link ,in the first shipment email, at any time to track your package.
Can I cancel/change a my order?
Our speedy warehouse team will start packaging your order within hours of it being placed. Once your order is placed, it's difficult to cancel or change. Please review your order carefully before you check out, to prevent mistakes.
If you have a specific request, please contact us as soon as possible, and we'll do our best to help!
Can I use more than one coupon on my order?
Unfortunately, only one coupon code can be used per order.
Can I place my order over the phone?
Sure, our dedicated customer service team would love to help you order over the phone! Give us a call at 1-877-957-2883, 24/7.
What payment methods do you accept?
Payments can be made with your credit card or processed through PayPal. We accept all major credit cards, including Visa, MasterCard, American Express, and Discover. We don't accept personal checks, money orders, direct bank transfers or multiple forms of payment.
Please contact us for help placing your order. We'd be happy to help you out via phone, chat, or email!
Why isn't my order going through?
Our checkout process is super secure, and will only authorize your order if your billing address matches the address listed on your card exactly. If you receive an error message at checkout regarding your billing address, contact your bank to make sure they have your updated address on file.
Your order may have also been declined due to insufficient funds, or if your bank didn't authorize the transaction. In most cases you will be able to place your order successfully by double checking your payment details or speaking with your bank. You can also try another method of payment.
If you are still unable to checkout, please give us a call at 1-877-957-2883 or chat with us live so we can help you right away!
Why haven't I received an order confirmation email?
Within minutes of placing an order on Ella Mae, you should receive an order confirmation email. If you haven't received that email, it's usually due to a typo in your email address. To verify your email address, go to "My Account" on the top right of any page on our website.
If your email address is correct, please check all of your inboxes for a confirmation email.
If you haven't registered for an Ella Mae account, or if you still haven't received your order confirmation, contact us and we'll be happy to help you out!
Do you ship internationally?
We'll ship your Ella Mae swimwear to wherever you are!
How are shipping and delivery dates calculated?
Shipping and delivery dates are calculated according to the shipping method you’ve chosen upon checkout.
How can I check if/when an item will come back in stock?
Items sell out quickly on Ella Mae, so don't wait to place your order! If you have your heart set on an item that's no longer in stock in your size, contact us and we'll do our best to figure out if the item will be restocked.
How can I return an item?
We hope you fall in love with your Ella Mae swimwear purchase! If you're not satisfied with your order, our customer service can help you with an easy, hassle free return. To return an item, click here.
Please review our return policy for more information.
What are shipping costs on refunds & exchanges?
Return shipping to all US locations is $5.95 per order. Returns for store credit or exchange are FREE!
The price of returns to international locations is subject to post office fees.
Please review our return policy for more info.
How do I change my address or add a new one?
Changing your addess is quick and easy for registered customers! Just hit the "My account" button, and update your address in the "Address book" tab.
How long will it take to deliver my item?
All US orders are shipped and delivered within 3-5 business days. We also offer express shipping.
International orders can take up to 10 business days, depending on your location.
You can see more all of our shipping options here.
My item hasn’t been delivered, what should I do?
We know how it feels when a package we're expecting is late, so we do our best to prevent that from happening to our customers. If your item has not been received after the set shipment time period, please contact us right away so we can help you track down your order!
What happens if I receive a damaged item?
We do our best to make sure every item sold on Ella Mae is inspected thoroughly before shipment, to make sure you receive items in perfect condition! Once in a while, an item slips past our inspection. We're so sorry if you received a product that is defective or damaged!
Please contact our Customer Service right away, if you've received an item in less than perfect condition. We stand behind the quality of Ella Mae swimwear and will do our best to make things right.
Will I have to deal with customs?
Shopping from outside of the USA? We're happy to help!
We do our very best to make sure Ella Mae orders are not stopped by the Customs offices in different countries. However, Customs policies vary between countries, and your package may be incur a fee regardless of our efforts. Unfortunately, if your internationally shipped package is delayed by customs, you will be responsible for releasing the package and paying the Customs duties. Ella Mae will not reimburse you for customs fees.
How do I leave feedback for an item I recently bought?
2 weeks- 1 month after placing an order on Ella Mae you will receive an automated email from the Feefo review system asking you to leave a review. Simply fill in the feedback form in your email.
Your feedback is very important to us, and ensures an improved customer experience!