FAQ

Where do you ship?

We currently offer free shipping on all orders within the United States.

How much does shipping cost?

We provide free standard shipping on all orders within the United States. There is no minimum purchase requirement.

How long does shipping take?

  • Order Processing: 1–3 business days
  • Estimated Delivery: 5–7 business days after dispatch

What is the order cut-off time?

Orders placed before 3:00 PM (GMT-05:00) EST are processed on the same business day.

Orders placed after the cut-off time will be processed on the next business day.

Which shipping carrier do you use?

We ship all orders using UPS.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.

Please allow up to 24 hours for tracking information to become active.

What if my order does not arrive?

If your order has not arrived within the estimated delivery timeframe, please contact us. We will investigate the shipment with the carrier and assist you as quickly as possible.

What happens if I enter the wrong shipping address?

If an incorrect or incomplete address is provided and the package is returned to us, additional shipping charges may apply to resend your order.

Can I change my shipping address after placing an order?

Yes. Address changes are possible only if your order has not yet been shipped. Please contact us as soon as possible after placing your order.

Returns & Refunds

What is your return policy?

We offer a 30-day return policy from the date your order is delivered.

What items are eligible for return?

Returned items must be:

  • Unused and unworn
  • In their original packaging
  • Returned with all original tags attached
  • Accompanied by proof of purchase

How do I start a return?

To begin a return, please email us at:

info@theellen.shop

Who pays for return shipping?

Customers are responsible for return shipping costs.

However, we will cover the return shipping cost if the item you received is defective, damaged, or incorrect.

How long do refunds take?

Approved refunds are processed within 10 business days. Your bank or card issuer may require additional time for the refund to appear in your account.

Can I cancel my order?

Yes. Orders may be cancelled within 24 hours of being placed.

Payments

What payment methods do you accept?

We accept the following payment methods:

  • Visa
  • Mastercard
  • American Express
  • Discover
  • JCB
  • Diners Club
  • Maestro

Is my payment secure?

Yes. All payments are processed through secure payment gateways using SSL encryption and are compliant with PCI-DSS security standards, helping to protect your payment information.

Contact Information

  • Store Name: The Ellen Shop
  • Address: 123 Ludlow St, New York, NY 10002, United States
  • Phone: +1917-386-7899
  • Email: info@theellen.shop
  • Opening Hours:
    Tuesday - Saturday: 1 – 7 PM
    Sunday: 1 – 6 PM
    Monday: Closed (Hours might differ on Memorial Day)
  • Time Zone: (GMT-05:00) EST
  • Response Time: We respond within 24 hours.