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FREQUENTLY ASKED QUESTIONS:

What are your shipping fees?
Order Total FedEx Ground FedEx 2 Day FedEx Standard Overnight
Delivery in 5-7 Business Days Delivery in 2-3 Business Days Delivery by Next Business Day
1 item Free $15.00 $25.00
2 items Free $15.00 $25.00
3 items Free $15.00 $25.00
4 items Free $15.00 $25.00
5+ items Free $15.00 $25.00

We're proud to offer international shipping. Please click here for our international shipping rates. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.

Once your package leaves our warehouse, you should receive it in about seven days. If an order is placed with us and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. These amounts will be subtracted from your merchandise refund. We've made every effort to minimize our international shipping charges and only charge our cost for these services.

When will my order be shipped? When will it arrive?
If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.

What is the status of my order? How do I track my order?
Once you have placed an order, you can check on its status at any time. To track your order from this page, click here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

Do you offer Gift Certificates?
Yes, we do! Gift Certificates can be ordered in any amount. They are sent via e-mail to any individual with a valid e-mail address. The recipient of a Gift Certificate will receive an e-mail with a Gift Certificate code redeemable only on our website. Click here for more information.

Will my credit card be charged immediately?
No. Your credit card will not be charged until your order is shipped. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.

ORDERING QUESTIONS:

Do you offer Gift Certificates?
Yes, we do! Gift Certificates can be ordered in any amount. They are sent via e-mail to any individual with a valid e-mail address. The recipient of a Gift Certificate will receive an e-mail with a Gift Certificate code redeemable only on our website. Click here for more information.

Why should I become a registered user?
QUICK CHECKOUT: Super fast and easy checkout process since all of your info is already saved.
E-MAIL OFFERS: With your permission, we'll send you news about our latest styles, sales and exclusive online offers.
ADDRESS BOOK: Save shipping addresses for yourself, your friends and your family in your personal address book.
Click here to register now.

How do I change or cancel an order?
To cancel or change order you recently completed, simply go to this page, log in and then click "cancel order." If for any reason you would like to change your order, please contact our Customer Service Department as soon as possible. We will make every effort to accommodate your request. However, please keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

What are my payment options?
We accept Visa, MasterCard, American Express, PayPal and our online Gift Certificates

Are purchases on this website really tax free?
We collect sales tax only in states where we have a physical presence. Currently, sales tax only applies to the states of Arizona, California, Florida, Georgia, Hawaii, Illinois, Massachusetts, North Carolina, New Jersey, Nevada, New York, Pennsylvania, Tennessee, Texas, Virginia, and Washington.

Is ordering over the internet secure?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

SHIPPING QUESTIONS:

What are your shipping fees?
Order Total FedEx Ground FedEx 2 Day FedEx Standard Overnight
Delivery in 5-7 Business Days Delivery in 2-3 Business Days Delivery by Next Business Day
1 item Free $15.00 $25.00
2 items Free $15.00 $25.00
3 items Free $15.00 $25.00
4 items Free $15.00 $25.00
5+ items Free $15.00 $25.00

We're proud to offer international shipping. Please click here for our international shipping rates. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.

Once your package leaves our warehouse, you should receive it in about seven days. If an order is placed with us and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. These amounts will be subtracted from your merchandise refund. We've made every effort to minimize our international shipping charges and only charge our cost for these services.

What's the status of my order? How do I track my order?
Once you have placed an order, you can check on its status at any time. To track your order from this page, click here. Once an order has shipped, you will receive a shipment confirmation e-mail that will contain your tracking information.

When will my order be shipped? When will it arrive?
If your order was placed Monday through Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day; if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.

NOTE: For consumer protection, all orders are subject for review. On occasion, this may cause a slight delay in processing your order. Your patience is greatly appreciated.

How do I know that my order has been shipped?
When your order has been shipped, we will send you an e-mail with your tracking number and a link to where you can track it online.

What's the difference between "Order Date" and "Ship Date"?
On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

What countries do you ship to? What about duties?
We're proud to offer international shipping. Please click here for our international shipping rates. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.

Do you ship to PO boxes or APO/FPO addresses?
For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.

If I send my package as a gift, will the recipient receive the invoice?
Yes. If you would like us to remove the invoice from the package, please send us an e-mail immediately after your order is placed by using this form.

RETURNS AND EXCHANGES:

What is your return/exchange policy?
We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. Unwashed, unworn, unused or defective merchandise may be returned within 14 days after purchase for an exchange or refund.

Swimwear and Panties are final sale, and cannot be returned or exchanged.

Please note merchandise purchased from other retailers, including department stores or specialty stores must be returned to the store from which it was originally purchased, and is subject to the return policy of the originating retailer.

Please use the most economical shipping method for your return. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount.

Returns & Exchanges will only be accepted with a completed return form. Log into your account, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box. All returns must have the Invoice in order to process the return.

Please note merchandise purchased from other retailers, including department stores or specialty stores must be returned to the store from which it was originally purchased, and is subject to the return policy of the originating retailer.

Returns & Exchanges will only be accepted with a completed return form. Log into your account, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box. All returns must have the Invoice in order to process the return.


Where do I ship my return or exchange? How should I ship my return or exchange?
Returning an Online Purchase
We want you to love what you ordered, but if something isn't right, let us know.

    ▪ If you ordered from our website you can return items by mail within 14 days of your order date.
    ▪ There are no returns on final sale merchandise.
    ▪ This return process is only offered for orders within the USA.

Follow these simple steps to return your purchase.
Step 1: Complete Your Returns Form
    ▪ Log into your account and go to your order history. Select the order in question and then click the Print: Return or Exchange Form link. Follow the easy steps, print the form and include it in your return package.

Step 2: Original Packaging
Pack and seal your box securely, in the original package if possible.

    ▪ Products must be returned in the original packaging. The original packaging contains a bar code that helps us identify your items with your order so we can credit your account successfully. If a circumstance arises and you do not have the original packaging, which includes the bar code, please print out your order confirmation email and include it in your shipping box.

Step 3: Shipping Box
    ▪ Pack and seal your box securely, in the original package if possible. If you don’t have the original box you can use any plain, unmarked cardboard box to ship your return.
    ▪ Remove any existing shipping labels, stickers, or other materials from the shipping box.
    ▪ Please use the prepaid pre-addressed return label on your packing slip and attach it to the shipping box.
    ▪ Take your package to any authorized FedEx location or call FedEx for a pick up at 1-800-463-3339.
    ▪ You can also send your merchandise back to us at the address below, using any other traceable method and at your own expense.

    ELLA Returns
    3040 E Ana St.
    Rancho Dominquez, CA 90221

Once your package has been received, your refund will be processed within seven business days. If there is a refund due, a credit will be issued in the original form of payment. If you have any questions please contact our customer service team at 1-866-290-1384 or at customerservice@shop.ellamoss.com.

When will my credit card be refunded?
Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.

The credit may not show up until your credit card's next monthly billing cycle. You will be notified via e-mail when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

OTHER QUESTIONS:

Do you have a size chart?
Yes, we do, click here to view our size chart.

Where can I find a store near me that carries your products?
Searching for a store near you that sells our products is easy, just go to our Store Locator page.

Can you tell me when new products or special promotions are announced?
Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements. Click here to get started.

What is the Address Book and how do I use it?
Being a registered user offers you faster checkout since you won't have to re-enter your credit card or shipping and billing information. When you place an order that information will be filled in automatically. Also, registering makes gift giving simple. Your family and friends' information can be saved in your Address Book, so you avoid typing in their information each time you send a gift. Click here for more information.

Are the products on the website the same as in the stores?
Yes. Although our website may have a different assortment than a store in your area, the products are the same. To find a store in your area, visit our Store Locator page.

I bought your product on eBay, is it authentic?
We have been getting complaints from customers who have purchased on eBay (or other auction/web sites) in regards to counterfeit products. To ensure you're not buying a counterfeit product, we suggest you shop on our website or from one of our authorized retailers.

Is my personal and credit card information safe on your website?
Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

What is your privacy policy?
We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy, click here.