Frequently Asked Questions
Got a question? Here are the things customers ask us most. If you don't see what you're looking for, just email us at info@ellaclairerichmond.com and we'll help you out.
Where do you ship?
We ship within the United States. See our Shipping Policy for full details.
How much does shipping cost?
Nothing. Every order ships free.
When will my order go out?
Orders placed before 3:00 PM ET (Monday–Friday) start processing that same business day. Anything after that, or on weekends and holidays, starts the next business day. Processing itself takes 1–3 business days.
How long until it arrives?
Once it's processed, delivery runs 3–7 business days. All in, most orders land within about 4–10 business days from the moment you check out.
Will I be able to track it?
Yes. Every order comes with tracking. As soon as yours ships, we'll email you the tracking number so you can keep an eye on it.
Can I change or cancel my order?
Due to our automated fulfillment system, orders are processed immediately after placement and cannot be cancelled or modified once confirmed. If you've received your order and want to return it, we've got you covered — see our Refund Policy.
What's your return policy?
You've got 30 days from delivery to request a return. Items need to be unworn, unwashed, and back in their original packaging with tags attached. Email us to get started and we'll walk you through it. Full details in our Refund Policy.
Who pays for return shipping?
That part's on the customer, and we don't charge any restocking fees. We'd recommend a tracked method so nothing goes missing on the way back.
How do I start a return?
Email info@ellaclairerichmond.com with your order number and the item you'd like to send back. We'll reply with the return address and simple step-by-step instructions. Please hang tight for those before shipping anything.
When will I get my refund?
Once your return reaches us and we've checked it over, we'll refund your original payment method within 7 business days. Depending on your bank, it can take a few extra days to show up.
What if my order shows up damaged or wrong?
That shouldn't happen, but if it does, email us within 30 days of delivery with a photo and we'll sort it out at no extra cost to you.
Do I have to pay customs or duties?
No. All applicable duties and taxes are included in your order total at checkout — there are no additional charges upon delivery.
What payment methods can I use?
We accept Amex, Maestro, Visa, MasterCard, Apple Pay, and Google Pay.
How do I reach a real person?
Just email info@ellaclairerichmond.com. We answer within 24 hours, often sooner. You can also visit our Contact page.
Ella & Claire
Company name: Ella & Claire
Business address: Purperreigerstraat 18, 2492 TD Den Haag, Netherlands
Registration number: 85840238
VAT number: NL004155489B89
Email: info@ellaclairerichmond.com
Phone number: +31 6 44802526 Website: ellaclairerichmond.com
Monday to Friday: 9:00 AM – 6:00 PM
Saturday to Sunday: 12:00 PM – 5:00 PM (All times are based on Eastern Time, GMT-5)
Average response time: within 24 business hours
Contact Us
We're a small team and we genuinely love hearing from you — whether it's a question about sizing, an order you're waiting on, or you just need a hand picking something out. Send us a note and a real person will get back to you.