Frequently Asked Questions
What size should I order?
We totally understand that all of our beautiful customers are different shapes and sizes, and sometimes it is difficult to shop online because you can't try anything on! We have created a general sizing guide to help you decide which size would be best for you.
We also try to provide specific details about each product in the description, so don't forget to check there! If you still have questions about that dress you're lusting after, just drop us a line at firstname.lastname@example.org and we will try to provide any information you need to make your decision!
I’m unsure about a size or I have a fit question. How do I find this information?
We know the every one of our amazing customers has her own unique shape and size - that’s what makes you all beautiful! Please see our general sizing guide for general information on the fit of our mouth-watering new arrivals. If you still have questions about a specific item or measurement guidelines, get in touch with us at email@example.com and we’ll help you out!
Can I place my order over the phone?
You've got our digits, and we would love to help you order over the phone!
You can reach The Elle Girls at (973) 533-1111 Monday through Friday from 10:00am to 5:00pm EST
To speed up the process, please have the product name(s) of the piece(s) you want to purchase on hand when you call. We don't want there to be a delay before your new closet candy is ordered!
What payment options do you accept?
We accept American Express, Discover, MasterCard and Visa debit/credit card payments as well as PayPal. We don't accept personal checks, money orders, direct bank transfers or multiple forms of payment.
Will I be charged sales tax on my order?
Based on your state applicable sales tax will be added automatically.
How to apply a gift card code or store credit code at check out?
To use a Gift Card code or Store Credit code at check out, go to Step 3: Payment on the check out page. Click the link that says "Use A Gift Card.” Enter your code here and click APPLY GIFT CARD. You will either get a green successful notification or a red unsuccessful notification. If it is successful, you should see the amount deducted from your total under the Payment & Review section. If it is unsuccessful, double check that you entered your code correctly. Remember, codes are case-sensitive. If you are still having issues, please contact customer service at firstname.lastname@example.org.
How to apply a promo code at check out?
To use a Promo Code at check out, go to Step 3: Payment on the check out page. Click the link that says "Use A Promo Code." Enter the promo code here and click APPLY PROMO CODE. You will either get a green successful notification or a red unsuccessful notification. If it is successful, you should see the amount deducted from your total under the Payment & Review section. If it is unsuccessful, double check that you entered your code correctly. Remember, codes are case-sensitive. If you are still having issues, please contact customer service at email@example.com.
Can I use promo codes with the purchase of already discounted items or sale items?
Promo codes and offers cannot be combined with already discounted items or sale items.
Can I use promo codes and/or discounts with gift card purchases?
Discounts and promo codes cannot be used for the purchase of a gift card.
Was I charged twice?
We know what a scary feeling that is! Luckily, your card should only be charged once when your order is submitted.
If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling debit/credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 - 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your debit/credit card.
To make sure your card doesn’t accidentally get run twice, please only click the "Place Order" button once!
I get an error message when I enter my shipping and billing addresses. What’s going on?
Error messages are so pesky, aren’t they? If you are receiving one, there may be a problem with your credit card information, billing or shipping address. The billing address has to match exactly what your bank has on file. Double check all of your information closely and look for any typos. Sometimes re-formatting the names and addresses in your billing information does the trick!
My order won't go through. What should I do?
You’re so close to having your dream items headed to you, and then the order won’t submit! It’s the worst feeling. If you’re still receiving an error message after checking over your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. Whatever you do, only click the "Place Order" button once… we would hate for your card to be authorized more than once by mistake!
I need to change something on my order. How can I do that?
Sometimes something happens and you need to change or cancel your order. We totally understand and are here to help, but you must contact us immediately! The Ellet Girls are always trying to beat their records, which means they pack and ship orders fast! Once they initially process your order in the warehouse (usually within 2-4 hours) we will be unable to change or cancel your order.
When will my order ship?
Please see our shipping information section for more details.
How long does it take to process my return?
Once the delivery man drops off your return at our warehouse, your return will be processed within 5-7 business days. A sparkling, ready-to-be-spent gift card will be issued via email to the address used to place the original order.
Can I return or exchange items that were purchased on sale?
All sale items are final and cannot be returned. We know, it’s a bummer. But at least you got a great deal on that amazing item!
View our full Return Policy.
Can I return or exchange monogrammed/custom items?
Regretfully, we cannot remove monograms from products. Because initials are somewhat unique to individuals, we are unable to accept returns or exchanges for monogrammed items.
I’m in love with something that’s out of stock in my size! What can I do?
There is a certain devastation that goes along with finding out that the perfect pants you had your heart set on are sold out. However, hope is not lost! We may be able to get them back!
To sign up to be notified when/if an item is restocked click on the out of stock item, select your size, enter your email in the field and click "Notify Me"!
Do you have gift cards?
We sure do! You can purchase gift cards here. We’ve heard it’s a very popular gift!
How will my eGift Card be sent to the recipient?
All eGift Cards are sent electronically via email. We do not offer physical Gift Cards to be purchased online at this time.
Does my gift card code or store credit expire?
Gift card codes and store credit codes will expire five years from the date issued.