Return & Exchange Policy

Returns of full-priced merchandise can be accepted within 14 days of receipt of purchase. Refunds will be issued in original form of payment and must be accompanied by receipt with the merchandise in the original condition.

All purchases of sale merchandise, undergarments, custom orders and furniture, are final sale. Gift cards cannot be returned and we cannot accept returns in any store outside of the United States. Cash will be refunded in the form of a mail check. Store credits cannot be replaced if lost or stolen.

All sale purchases are FINAL. Returns and/or exchange requests on sale merchandise will not be accepted.

Footwear and Safety Gear are not eligible for return, but are available for exchange if unused and with original tags intact, and accompanied by original receipt.

Custom and special orders are not returnable/exchangeable.

*Canadian Exception Policy - sale merchandise in its original, unworn condition may be returned within 14 days of purchase, when accompanied with tags in tact and original sales receipt. 

Hygiene Policy
For reasons of hygiene and personal safety, undergarments are non-refundable, non-exchangeable.

How to Return Merchandise by Mail
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: 855 El Camino Real Palo Alto California US 94301.

To return your product, you should mail your product to: ELLA, 855 El Camino Real, #109, Palo Alto, California, 94301 USA

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


We cannot guarantee that we will receive your returned item. We strongly recommend that you consider purchasing insurance and saving your return tracking number until you have been notified that we have completed your refund. Only full-price merchandise can be returned by mail for refund. All sale purchases are final.

How to Return Merchandise in Store

  1. Full-priced merchandise can be returned at the store of purchase for refund or exchange as long as it follows our Return Policy.
  2. Return the item to a sales associate along with your invoice or original sales receipt. The sales associate will then initiate the return process for you.
  3. Your credit will be processed within 3-4 business days and should be reflected on your next credit card statement.

Please note: Only full-price merchandise can be returned by mail for refund. All sale purchases are final.

ELLA does not currently offer exchanges on merchandise purchased on our website. If you are looking for a different size and/or color for an item already purchased, simply return the item in your possession and place a new order for the desired item. Once the new order is placed, please email or call one of our Customer Service associates with both the existing and new order number, allowing us to ensure that you are not charged the return shipping fee for the item(s) you are sending back to us.

Subscribe to our mailing list

* indicates required
Special Interests
Email Format

Search our store