FAQS

Top FAQS

As soon as your order has been dispatched, you’ll receive a shipping confirmation email with your tracking details.

You can use this link to follow your order’s journey in real time.

Please note that tracking updates may take a short moment to appear after shipment.

After we receive your email, we will get back to you with a human response as soon as possible.
We always aim to respond within 24-48 hours on business days.

If you still haven't received our email after 48 hours, we suggest that you:

  1. Ensure you send your email to the correct email address (support@ellorini.com) and your inbox can receive emails.
  2. Please check your spam/junk folder as the email may be there.
  3. Please whitelist our email address.

We process orders quickly to ensure fast delivery.

If you need to make changes or cancel your order, please email us at support@ellorini.com as soon as the order is placed, and our customer service team will try to accommodate any changes before the order is packed for shipment.

Once your order has been processed or shipped, we’re unfortunately unable to make any changes.

Orders

Simply select your desired product, choose your preferred options (such as size or color), and click “Add to cart.”

Once you’re ready, proceed to checkout where you can securely review and complete your purchase.

You’ll receive a confirmation email shortly after placing your order.

Our size guide is designed to help you choose the best fit, but please note that sizing may vary slightly depending on the style. For example, oversized sweatshirts and T-shirts are intended to have a looser fit and may run larger than standard measurements.

If you’re unsure or would like advice on specific measurements, feel free to contact us — we’re happy to help you find the perfect fit.

Shipping & Delivery

It’s normal for tracking updates to pause briefly while your parcel is in transit, especially during international shipping or customs processing.

In most cases, your order is still moving and will update again shortly.

If your tracking hasn’t changed for more than 7 days, feel free to contact us and we’ll look into it for you.

In some cases, carriers mark a package as delivered before it arrives.

We recommend:

  • Checking if the shipping address of your order is correct
  • Checking around your property (porch, mailbox, safe place)
  • Asking neighbors or household members
  • Contacting your local carrier for more details

If you’re still unable to locate your parcel after 2–3 days, please reach out and we’ll help investigate further.

These updates usually mean the carrier was unable to complete delivery at that moment.

We recommend checking directly with your local carrier using your tracking number, as they often provide the most up-to-date information and next steps (such as rescheduling delivery or arranging pickup).

If you need help, we’re always here to assist.

Once an order has been shipped, it is handled by the carrier.

If a package is confirmed lost in transit, we will of course work with you to find a suitable solution.

However, we are not responsible for packages marked as delivered but lost or stolen afterwards.

We recommend contacting your local carrier for further assistance in such cases.

Please allow an additional 1-3 days for delivery before contacting your local carrier for more information.

A “failed delivery” status usually means the carrier was unable to deliver due to reasons such as absence or an incorrect/incomplete address.

We recommend contacting the carrier to arrange redelivery or pickup.

Ellorini is not responsible for failed delivery attempts resulting from incorrect or incomplete information provided at checkout, or from missed delivery attempts.

This includes, but is not limited to, inaccurate shipping details (such as address, contact number, or recipient name) or failure to accept or arrange delivery with the carrier.

If your package is confirmed lost in transit, we’ll assist you with a replacement or refund.

Payment & Discounts

Add the desired items to your card and proceed to checkout. We accept a range of secure payment methods, including:

  • Visa
  • Mastercard
  • American Express
  • Maestro
  • UnionPay
  • Shop Pay
  • Apple Pay
  • Google Pay
  • Paypal

All payments are processed securely to ensure a safe and seamless checkout experience.

Only one discount code can be applied per order at checkout.

You’re welcome to save any additional codes for a future purchase.

Please note that all discount codes are subject to their own terms and conditions.

Return & Refund

You can request a return within 30 days after receiving your order.

Make a return in 3 easy steps;

Step 1: Submit return request
Contact our support team at support@ellorini.com with your order number and reason for return.

We’ll guide you through the next steps and provide the return instructions.

Step 2: Pack and mail back your items
We'll send you the instructions on how and where to send your items if your return is accepted.

Step 3: Refund
We will process your refund within 7 business days after receiving your return. Refunds will be issued to the original payment method. You will receive an email to confirm once the refund has been completed. Don't forget to keep the return receipt from the courier until your refund has been processed.

If you're unable to submit the request, please reach out to us at support@ellorini.com with the order and item details. If there are quality issues, please provide images of the exact faulty parts of the items that need to be returned.

Return shipping costs are the responsibility of the customer, unless the item is faulty or we made an error with your order.

If you’ve received a damaged or incorrect item, please contact us as soon as possible with clear photos.

We’ll review the issue and make it right for you.

  1. We will accept returns in their original condition within 30 days of delivery, except for any products labeled on the site as non-returnable.
  2. All returned products must be unworn, unwashed, and in their original condition with product tags and hygiene liners attached.
  3. Matching sets cannot be returned separately.
  4. If your order has been paid through Store Credit only, please note that all products will become Final Sale and not eligible for return or refund.

Your refund may differ if:

  • A discount code was applied to your order
  • Part of your order is returned
  • Shipping costs were originally covered under a free shipping offer

In cases where an order qualified for free shipping, the original shipping cost may be deducted from the refund if the return causes the order to fall below the free shipping threshold.

Different question? Feel free to reach out to us via support@ellorini.com

Contact page: https://ellorini.com/pages/contact