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Frequently Asked Questions

How do I track my order?

You can track your order through your customer backend. Or take a look at the system shipment email sent to you. 

Can I cancel a purchase?

Once an order is made, it can't be canceled. Please check and double-check your order before it is placed, to prevent mistakes.

If you have a specific request, please contact us!

Can I change my feedback?

No, once you send feedback, it cannot be changed. You may, however, send additional feedback. 

Can I use more than one coupon on my order?

No, sorry, only one coupon code can be used per order.

Do you ship internationally?

Yes! we ship internationally for free!

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?

Most of our items aren’t made in large quantities; therefore items may go out of stock quickly. Please note that items don’t always come back in stock. You can contact us if there is a specific item you're waiting for. 

How can I return an item?

Returns & Exchanges Returns and exchanges are processed on your personal customer backend. Please review our return policy for more info.

How do I change my address or add a new one?

You can change your address in your account settings on your personal customer dashboard. 

How do I leave feedback for an item I recently bought?

2 weeks after placing an order on Ella Mae you will receive an automated email asking you to leave feedback. Simply fill in the feedback in your email there's  no need to login to the website) If you don’t receive an email you can leave feedback at the bottom of every product, as long as you are signed in to our site. Your feedback is very important to us, and ensures an improved customer experience! 

How long will it take to deliver my item?

Your delivery can take 6-10 days, or less depending on the shipping method you chose.

My item hasn’t been delivered, what should I do?

If your item has not been received after the shipment set time period, please contact us.

What are shipping costs on refunds & exchanges?

Shipping costs are subject to the reason for return/exchange. Refer to our return policy for details

What are the payment methods on Ella Mae? 

Once you put the items in your shopping cart, proceed to checkout. Payments can be made with your credit card or processed through PayPal.

What happens if I receive a damaged Item?

please contact us, best if you can send us a picture of the damaged item, and we will send you a new one.

Will I have to deal with customs?

Customs policies vary between countries- therefore, if your located internationally, your order may be delayed by customs, you will be responsible for dealing with it.

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