Frequently Asked Questions

Can't find your answer here? Email us at contact@ellisandember.com. Most emails are answered within 1 business day.

Orders & Payment

What payment methods do you accept? We accept major credit and debit cards, processed securely through Stripe, along with any other methods shown at checkout. All payments are secure and encrypted, and we never store your full card number.

Will I get an order confirmation? Yes. You'll receive a confirmation email right after placing your order. If you can't find it, check your spam folder or contact us.

Can I cancel my order? Yes, free of charge within 24 hours of placing it, as long as it hasn't shipped yet. Email contact@ellisandember.com with your order number. Approved cancellations receive a full refund to your original payment method. Once an order has shipped, it can't be cancelled, but you can return it after it arrives.

Can I change my shipping address after ordering? Contact us as soon as possible with your order number. We can update the address only if the order hasn't shipped yet.

Shipping & Delivery

Where do you ship? We currently deliver to the United States only.

How much does shipping cost? Shipping is free on all orders.

Will I have to pay customs duties or import taxes? No. Any customs duties or import taxes are covered by Ellis & Ember, so you won't be charged extra fees upon delivery.

Where do you ship from? Orders ship from our warehouse in Shenzhen, China.

How long does delivery take?

  • Processing time: 1–3 business days
  • Shipping time: 4–7 business days
  • Total: approximately 5–10 business days from purchase

These are estimates. Customs, holidays, or carrier delays can occasionally add a few days. See our Shipping Policy for details.

How do I track my order? Once your order ships, you'll receive an email with a tracking number and link. Please allow 1–3 business days for the tracking information to appear in the carrier's system.

I ordered several items. Why didn't they arrive together? Items may ship in separate packages, each with its own tracking number. The rest of your order is on its way.

My package shows "delivered" but I didn't get it. What should I do? Contact us. We'll share the delivery confirmation, tracking and carrier details, and help you investigate with the carrier.

My order is late or lost. Can you help? Yes. Email contact@ellisandember.com and we'll help resolve it, including a replacement or full refund for orders confirmed lost in transit.

Returns & Refunds

What is your return policy? You can return items within 30 days of receiving your order, for a refund or exchange. We don't charge restocking fees.

What condition must items be in? Unused and unworn, in their original packaging with all tags attached, with your order number or proof of purchase. Trying an item on to check fit is fine.

My item arrived damaged, defective, or wrong. What do I do? Email us within 30 days with your order number, clear photos of the item and packaging, and a short description of the issue. For verified claims, we cover return shipping and send you a full refund or a free replacement, whichever you prefer.

Who pays for return shipping? For change-of-mind returns, the customer pays return shipping, and original shipping charges are non-refundable. For damaged, defective, or incorrect items, we cover it.

How do I start a return? Email contact@ellisandember.com with your order number and reason for return. We'll send you an RMA number to write on your return label. Please don't send returns without an RMA number or to our business address.

Where do I send my return? Room 803, Building 2, RongHuShenShiHuaYan, Pinghu Street, Longgang District, Shenzhen City, Guangdong Province, China. We recommend a trackable shipping service.

When will I get my refund? Once we receive and approve your return, your refund is issued in full to your original payment method within 10 business days. Your bank may take a few extra days to show it.

Can I exchange an item? Yes, within 30 days. For damaged, defective, or incorrect items, we'll send a free replacement and cover return shipping.

Which items can't be returned? Gift cards, items not in their original unused condition (unless the issue was our error), and items returned more than 30 days after delivery.

About Ellis & Ember

Who is Ellis & Ember? Ellis & Ember is an online women's fashion store based in Agadir, Morocco, offering clothing and shoes. We serve customers in the United States. Orders are fulfilled from our warehouse in Shenzhen, China.

How can I contact you?

Is my personal information safe? Yes. The whole site uses SSL/HTTPS encryption, and we do not sell your personal information. See our Privacy Policy.

Related policies: Shipping Policy · Return & Refund Policy · Terms of Service · Privacy Policy

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