FAQ
Order requests
What payment methods do you accept ?
We accept American Express, ApplePay, GooglePay, Matercard, Visa, Paypal, Shop Pay
How can I track my order ?
You can track your order on the 'Track Your Order' page.
Tracking information should be emailed to you as soon as your order has been shipped. If you have not received your shipping e-mail containing the tracking information for your order, please contact our customer service team via our 'Contact' page and a member of our customer service team will be happy to take care of it for you !
I haven't received any follow-up information ?
Your tracking information should be emailed to you as soon as your order has been shipped. If you have not received your shipping email containing the tracking information for your order, please contact our customer service team via our 'Contact' a member of our team will be happy to look into this for you.
Should I cancel/change my order ?
Unfortunately, we cannot change or cancel orders once they have been placed.
I have received a defective item ?
We're sorry to hear that you've received a faulty/damaged item. We pride ourselves on providing high quality products that are built to last, so we'd be delighted to sort this out for you as soon as possible!
Please contact our customer service team via our 'Contact' page and send us images detailing the fault, along with your order number and we'll be happy to investigate this for you.
Please ensure that any defects are reported to us as soon as possible, as soon as they are discovered.
Please contact our customer service team via our 'Contact' page and send us images detailing the fault, along with your order number and we'll be happy to investigate this for you.
Please ensure that any defects are reported to us as soon as possible, as soon as they are discovered.
Am I missing an item in my order ?
In the unlikely event that an item is missing from your order, please contact us within 7 days, via our 'Contact' page .
Please be sure to include :
Your order number
The item you did not receive
A clear photo of the packaging in which the order arrived
We can then investigate this for you and propose a solution.
Please be sure to include :
Your order number
The item you did not receive
A clear photo of the packaging in which the order arrived
We can then investigate this for you and propose a solution.
Did I receive the wrong article ?
In the unlikely event that you have received the wrong item, please contact us within 7 days of delivery, via our 'Contact' page.
Please include:
Your order number
The item you did not receive
The incorrect item
A clear photograph of the incorrect item
Once you have sent this information, our customer service team will be happy to resolve the problem for you.
Please include:
Your order number
The item you did not receive
The incorrect item
A clear photograph of the incorrect item
Once you have sent this information, our customer service team will be happy to resolve the problem for you.
Has my order been returned to sender ?
If your order tracking shows “Returned to Sender”, it is likely for one of the following reasons:
The package was refused.
The courier was unable to deliver to the address after several attempts.
The delivery address was incomplete.
The package was damaged in transit.
The order was not collected from the collection point within the agreed time.
The package was refused.
The courier was unable to deliver to the address after several attempts.
The delivery address was incomplete.
The package was damaged in transit.
The order was not collected from the collection point within the agreed time.
We are very sorry that this has happened. As soon as the order is returned to us, we will endeavour to make a new delivery within 2-3 working days.
Shipping
Did you ship worldwide ?
Yes, we deliver all over the world.
Do you offer free delivery ?
We are pleased to offer free standard shipping on all orders over $150 (USD).
I ordered on Saturday, when will my order be shipped ?
Our cut-off time for same-day shipping is 8 p.m. on Fridays. Orders placed after this time will be shipped within 48 hours or the next business day.
Tracking information will be e-mailed to you as soon as your order has been shipped.
If you do not receive your shipping confirmation within the specified time, please contact our customer service team via our 'Contact' page and they can investigate this further for you.
Tracking information will be e-mailed to you as soon as your order has been shipped.
If you do not receive your shipping confirmation within the specified time, please contact our customer service team via our 'Contact' page and they can investigate this further for you.
My tracking is not updated ?
If you do not receive any tracking updates within 5 working days of dispatch, please contact us via our 'Contact' page and our customer service team can investigate this further for you.
Refunds and returns
What is your returns policy ?
please understand that every product was made to order. All sales are final. We do not accept returns or refunds. There are no refunds or returns unless the item is defective. In this case, please contact us via the 'Contact' page.
Discounts
How can I get 10% off my first order / where is my discount code ?
To receive a 10% discount on your first order, as well as updates on discounts, restocking and new releases, sign up for our newsletter.
Your discount code will be emailed to you. If you do not receive it within 24 hours, please contact our customer service team via our 'Contact' page and a member of the team will review this for you.
Product and stock
Where are your products made ?
Although we are unable to give you exact details about our manufacturers for reasons of confidentiality, we can happily confirm that Ella Brooks is incredibly passionate about the working and living conditions of all our staff, including those in our manufacturing plants in China. Staff work 8-hour shifts, including breaks, with zero tolerance of forced or child labor.
What size should I order ?
Our products are true to size, but you may wish to choose a larger or smaller size depending on your desired fit.
How do I wash and care for my Ella Brooks products ?
We provide washing instructions on all product sheets, and recommend hand-washing wherever possible (to reduce rubbing with other fabrics).
Something Else
Do you work with influencers ?
Please contact us contact@ellabrooksclo.com, be sure to include all relevant information (including links to social media accounts, if applicable) to increase your chances of getting a response from our team.
Do you sell gift cards/vouchers ?
Yes !
We do not ship physical gift cards. Ella Brooks gift cards are delivered directly to your e-mail address and contain instructions on how to use them upon payment.
Gift vouchers are valid for 12 months from the date of purchase and can only be used on ellabrooksclo.com