How to Order

Finding Product 

You can search for any product in our shop by doing a keyword search, or by browsing categories. To do a keyword search, enter your keyword (e.g., mug) in the search box in the upper left corner of the site, and click the "search" button. To browse for your items, go to the homepage, and you'll be able to view all available products!

Adding a Product to Your Cart 

Throughout the site, you will see product images with buttons to take you to a page with more information and a larger product image, or to add the product to the shopping cart. After adding an item to your  cart, you'll see a summary of items in your cart, with the option to proceed to checkout or to continue shopping – keeping products in your cart until you're ready to check out.

Changing Items in Your Cart 

To change the style, size, or color of an item in your cart, use the dropdown list next to the item's description.

To change the quantity of an item, enter the new quantity in the quantity box associated with the item.

To delete an item, click the "delete item" check box next to the item you want to delete.

Important: For these changes to take effect, you must click the Update Cart button after you make any changes to your shopping cart. You will see the revised shopping cart after you click the Update Cart button, and then you can check out, continue shopping, or make further changes.

Checking Out 

When you're ready to check out, click the "Checkout" button under the shopping cart icon in the left navigation. You will be able to modify your shopping cart before checking out.

When checking out, you will asked to give necessary login, shipping and billing information. Follow the directions on each page to check out. You will then get a n order confirmation and a follow-up email notifying you that your order was received.

Tracking Your Order 

You must be signed up to track your orders online. To become a member, click the "Sign Up" link under "Your Account." Once you become a member and are signed in, click "Track Your Order" under "Your Account." You will need two pieces of information to track your order:

  • Order Confirmation Number:
You should have received this number on your confirmation page after submitting your order, and in a follow-up email confirmation of you order.
  • Your Email Address

Once you enter this information, you will receive a summary of all orders made on ellenshop.com. Clicking on the order confirmation number will take you to the order details page where you can track the status of your package.

Placing an Order by Phone 

At this time, we are unable to accept orders by phone.

Returns & Exchanges

All ellenshop.com merchandise is FINAL SALE and is not eligible for a return, refund or exchange.

We encourage our customers to refer to our size charts available in the product page or to contact customer service if you have any questions prior to placing your order.

However, our goal is your complete satisfaction, so if your item has arrived damaged or defective, please contact customer service at customerservice@ellenshop.com within 48 hours of receiving your order and they will be able to assist you. 

Shipping & Tax Information

Shipping time

Orders are processed within 2 to 5 business days. For transit time, once the package has left the warehouse please visit our Shipping Page for updates. You will receive an email with a tracking number as soon as your order has shipped. Please visit our Shipping Page  for details on our shipping rates and policies. Please note, your selected delivery time will apply only when the order leaves the warehouse. This is not inclusive of processing time. 

Multiple packages

If your order contains multiple items, you may receive these items in separate packages. As we have multiple warehouses, we will ship your items from the closest location to you. This may result in items arriving at different times. 

Backordered Merchandise

We do our best to keep everything in stock at all times. You will receive an email if an item you ordered is out of stock, and you can always check the progress of your order from our website. 

Pre-ordered Merchandise

If you have purchased an item in pre-order, the estimated shipping date will appear on the product page. Please note we cannot partially shipped an order. If there are multiple items in your order, it will ship once it can be fulfilled in its entirety. 

Shipping Confirmation and Tracking

We will send you a shipping confirmation email with a link to track the progress of your shipment when your order leaves our warehouse.Shipping notifications for orders sent by US first class mail do not include this tracking link. 

International customs

International customers are responsible for any import duties or customs fees charged by your government. Import duties and customs fees may have a high cost. We are unable to predict which shipments will be assessed these fees or the amount of the fee that may be charged. If delivery of an International order is refused, the order will NOT be returned for a merchandise refund, it will be destroyed by the courier and customer will not be refunded for any charges. 

FAQ

How can I check the status of my order?

Please visit the Track Your Order page to check the status of your order.

May I order by phone?

Unfortunately, we only provide ellen Shop customer support via email at customerservice@ellenshop.com. Good news, we will reply within 24 hours M-F 9am-5pm PST. 

How long does it take for my order to arrive?

Most orders are shipped within 3-7 business days. For transit time once the package has left the warehouse please visit our Shipping Page. You will receive an email with a tracking number the morning after your package ships. Please visit our Shipping Page for details on our shipping rates and policies.

Has my order shipped?

You will receive an email with a tracking number the morning after your package ships. Please visit our Shipping Page for details on our shipping rates and policies.

What qualifies as a "business day”?

Our business days are Monday through Friday, excluding U. S. holidays.

What is your return policy?

All ellenshop.com merchandise is FINAL SALE and is not eligible for a return, refund or exchange.

We encourage our customers to refer to our size charts available in the product page or to contact customer service if you have any questions prior to placing your order.

However, our goal is your complete satisfaction, so if your item has arrived damaged or defective, please contact customer service at customerservice@ellenshop.com. Within 48 hours of receiving your order and they will be able to assist you.

Can I cancel or make changes to the items in my order?

Once an order has been placed, it cannot be modified or canceled.

How secure is my order?

We use the latest SSI encryption methods ensuring that your credit card information is transmitted to us in a safe and secure manner.

What forms of payment are accepted?

We accept Visa, Mastercard, American Express, Discover, Paypal and Afterpay.

Do you accept debit cards?

Debit/check cards with a Visa/Mastercard logo are accepted on our site, and you can use them like a regular credit card. Debit card customers please be aware that an authorization for the amount of your order will be placed on your account immediately when you order, but you will not be charged until the day it ships. If you edit your order during checkout after entering your debit card info, but before confirming the order, your card may be authorized more than once. However, you will only be charged once on the day your order ships.

When will my credit card be charged?

Your card is charged immediately. When you place an order with us, your card is authorized (but not charged) for the amount of the purchase. You are not charged until your order actually leaves our warehouse. If you did pay with a debit card or check card, you may notice that the funds are held from your account for a few days and then released back to you if your order hasn't shipped. These funds are not transferred to us until your order ships, they are just held by the bank during this period.

I don't have a credit card. Can I order by mail with a money order?

Sorry, but we can't accept mail orders. Shopping on our site with your credit card is safe and secure.

What currency are the prices in the ellenshop.com?

The prices displayed in the store are in U.S. dollars. If you would like to know the conversion of the prices into other currencies, we suggest checking your local newspaper or consult an online resource for current exchange rates. The rate you are charged should be close to this rate, though it may not match exactly. The exchange rate is determined by your credit card company at the time the order is authorized.

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