Our Policies

Important information to know first.

This information applies to orders placed through Elloproducts.com. If you purchased your item through another retailer, their return policy applies — please contact them directly to resolve your issue or return your item. We do not refund or accept items for return that were purchased through other retailers.

Returns

Product wasn't what you expected?

We’re so sorry to hear that and want to make it right. We accept returns for items purchased directly from the Ello website within 30 days of your purchase date, provided it is unused and in it's original packaging. Used products are not eligible for returns. If your product is not eligible for return but you are having an issue with it, your issue may fall under our limited lifetime guarantee. You can find the details of that here.

All returns must be processed through our Shipping and Returns form within 30 days of original purchase. Once approved, a pre-paid return shipping label will be provided.

Please have your order number handy to process your return.

For full shipping and return policy details, you can find those here.

Shipping Issues

What is eligible for replacement?

We will replace items damaged during shipping for orders placed through Elloproducts.com within 7 days of delivery. Please be prepared to share a photo of the damaged item or items.

Missing Packages

For items purchased directly from the Ello website, missing (lost or stolen) products that are confirmed as delivered are not eligible for a replacement or refund.

If your tracking information says your order is delivered, but the package was not received, please follow the steps below:

1) Check the address used on your order is correct via your account or order confirmation email. Remember to confirm any apartment or building numbers are correct as well.

2) If the address is correct, sometimes tracking can be delayed, so please wait 24 hours from the confirmed delivery time to make sure your packaging isn't still en route.

3) If you still haven't received your package after 24 hours, please reach out to the carrier (USPS, UPS, FedEx) to file a claim and see if they can track down your order. They can usually resolve these types of issues if there is proof of confirmed delivery associated with your tracking number.

NOTE: We do not replace or refund lost or stolen packages with confirmed delivery, however, if a package is declared lost by the carrier we are happy to replace the package at no additional cost to you. Proof of the claim resolution is required to process a replacement.

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