FREQUENTLY ASKED QUESTIONS

How long should I expect to wait for my delivery?

For standard shipping you should receive your order within 13-20 business days. It can be delayed for up to a maximum of 30 business days on rare occasions. The shipping times are due to the high volumes of shipments at the time. Efforts are in place to reduce the lead times and we appreciate your patience. 

What are your shipping options?

We offer the following shipping options:

1. Standard free shipping done via a e-packet.
2. Express paid delivery via DHL, EMS etc. 

Where is your store located?

We are a one stop online store, we do not have a brick and mortar store location.

What are your delivery charges?

We do Free delivery for our standard shipping unless you decide on our express option. Contact us for pricing on express.

What if when i receive my package there are missing, damaged or incorrect item(s) ?

We always strive for perfection. In such cases we apply the following options:

1. If there are any missing item (s) they are probably on their way. We source our items from all over the world from different suppliers. So there is a chance you may get a few packages from one order. In saying this you may receive your items at different times. Your patience will be appreciated. 
2. For damaged or unordered received items, our customer service team will gladly assist with processing a replacement order or issuing a refund. You may contact us by clicking on the contact us tab on the right-hand bottom side of your screen.

I have not received my order yet?

Don't worry, it's on its way. We will always do our best to deliver within 20 business days. However in some cases it can take an additional 10 business days. There are times when we source orders from multiple suppliers causing these delays. If 30 business days’ has elapsed before delivery, please contact us.

I have some questions about a product, how can I enquire?

Our customer service team will be glad to assist with answering your questions on any product we offer. You may contact us in connection to this.

Can I deliver to another address, other than my card billing address?

Yes, you can.

Which countries do you ship to?

Currently, we ship to most countries, but we have plans in the future to expand globally. If your country is not covered, please feel free send us an email. If you have already ordered and we cannot deliver to your country, contact us for a refund as soon as possible.

What is your Return Policy?

Customer satisfaction is our aim. If you are not satisfied with shipped items you can return your product within 7 days of contacting us. Please send a photo of the damaged item before you send it back, for inspection. Once we inspect the photo and determine the damages are from shipping, you can return the item at your cost for a full refund or replacement.

Your item may also be returned if you incorrectly bought the item or ordered the incorrect size. We charge a 30% restocking fee for this service.

Have more questions that are not answered?

• Please send us an email with any questions or concerns to support@ellaphase.com. We'd love to hear from you.