FREQUENTLY ASKED QUESTIONS

Discover solutions to all your inquiries here!

All about SHIPPING

Shipping

Does Ellor ship internationnally ?

We use outside delivery companies (UPS, FedEx, DHL, and USPS etc...), we cannot guarantee these delivery times.

How does Route work ?

Yes, we offer standard and express shipping options to most countries.

Can i update the shipping address ?

Normally we will only ship to the address entered when the order was originally placed. Let’s connect as soon as possible if you need to update the shipping address--contact us.

When will my order ship ?

Orders are processed depending on item availability and payment approval. During high volume periods, product availability may be subject to change while your order is being processed.
Most orders placed on business days will be processed and shipped within 1-2 business days.
We are unable to deliver on weekends or public holidays, any orders placed during this period will be dispatched the following business day.

How long does my order take to arrive ?

Rush 1-3 business days / Standard Delivery 3-7 business days
Please note that shipping times do not include the standard 1-2 business days processing time it takes for the order to ship out.
Please note: due to the large order volume and slow logistics during the Black Friday shopping spree, some shipments may be delayed. We're working diligently to get your order on time. 

How do i qualify for free shipping ?

Standard U.S. shipping is $9.98 ($19.99 for rush delivery), with free shipping on orders over $80. Canadian orders ship for $9.98 standard (free over $100). All international orders ship for $29.99. Delivery times vary by location and shipping method selected.

Can i cancel or refund my Route from my order ?

Route package protection may be removed and refunded only prior to shipment. Once the order has been shipped, Route cannot be canceled or refunded.

Where does Ellor ship from ?

Normally, most of Ellor’s in-stock products are shipped from the US and will be delivered in 4-10 business days. Some would be sent directly from our factories in China and it will take 6-18 business days. We've partnered with top manufacturers and distributors around the globe to ensure that only products of the highest quality standards are delivered to you in no time.

All about PAYMENT

Payment

What currency is the site in ?

Our website is currently in United States dollars. All purchases will be converted to USD after purchase.

What payment options do you accept ?

We accept a wide variety of payment options!
We also accept:
Visa, Mastercard, Apple pay, American Express, Discover, JCB, Diners Club
If you prefer to use a different payment method simply go through our easy checkout process - enter your shipping information and from there you will be taken to the final checkout page where you can enter your payment information and choose your payment option.

How secure is my payment information ?

Your payment is secure and your information always remain private. All information is encrypted form to ensure the overall security of all sensitive information.

Does Ellor Charge sales tax ?

To the extent that we are required by law to charge and collect taxes on products that we sell, such taxes are charged based on the tax laws applicable to the location to which the order is being shipped or delivered. At checkout, all appropriate taxes will be added to the order total. The tax amount displayed during checkout is an estimate of the tax applicable to your order. This amount may vary slightly from the actual amount of tax payable in connection with your order due to different tax rates which apply as a result of the origin and destination of the item(s) being purchased, as well as other factors.

All about ORDER ISSUES

Order issues

Where to shop ?

Ellor is sold exclusively at www.ellor.store. Be the first to know about new collections, restocks, and more by signing up for emails

i tried ordering through the website but its not going through what do i do ?

You can solve many errors with just a few simple steps:
- Try using a different browser
- Force stopping the browser
- Clearing the browser cache
If these still don't work, contact us, so we can get it sorted for you!

How do i find my Ellor order number?

Once you place your order successfully, you will receive a unique Ellor order number.
There are ways to find your order number:
- Check your email inbox or spam for the order confirmation.
- Create a Ellor account using the email address you provided at purchase. Find your order number under your order history.
Still can’t find your order number? Let us help - contact us.

Do you provide wholesale service ?

If you are a wholesaler or store owner, pls feel free to send us your inquiry now.

How do i change or cancel an order ?

You may change or cancel your order by our Customer Support Team before the order is processed.

If you miss this grace period, no worries!  If you want to change your order, we recommend placing a new order to ensure that you receive it as soon as possible. 

How do i apply my discount code ?

On the last page before you click complete order you will find a box to enter your discount code. Once you have entered this code, click “Apply”. Your total amount will be updated to reflect the discount. 
Only one can be applied per purchase

Can i cancel or refund my Route from my order ?

Once your order has been shipped, you will receive an e-mail notification containing the shipment tracking information. You will then be able to track your order through the tracking link on the email or by logging in to your account on www.ellor.store. Your order may arrive in several shipments. You will receive a separate e-mail notification for each shipment.
It will be sent to the email you used for placing the order. If you fail to track your order, please contact us with your order number and request.

Why was my order cancelled ?

It is possible that your order may be canceled when it was detected by the system as a high-risk order. If you receive a cancellation notification, please contact your financial institution to verify your payment method and reach out to our customer service. All charges will be refunded after verifying the details of your order.

ALL ABOUT RETURN & EXCHANGE

Return Exchange

What is the Ellor return policy ?

• We accept exchanges & returns within 30 days of receiving. Free gifts, bras & underwear and items marked final sale are not eligible for return.
• Products must be returned unworn, unwashed, in their original condition and with all tags and liners attached.
• We kindly ask to please try on items while not wearing make up, perfume, or beauty products that can leave marks or scents, as this could cause the item to be non-returnable.
• We ask that you wear underwear when first trying-on your purchase, as we reserve the right to refuse returns that show any signs of wear.
• Exchanges:    
- We are pleased to offer free exchanges, and for the first exchange, Ellor will provide a complimentary return label. (U.S. ONLY)
- However, starting from the second exchange, customers will be responsible for the shipping costs associated with the exchange.
• Returns and Refunds:    
- In the event that a customer chooses to return an item for a refund, please note that Ellor does not provide free return shipping.    
 In most cases, we can only process one return or exchange for each order. For your benefit, please carefully consider all the products you need to return.

how do i request an exchange or a return ?

Finding the perfect shapewear can be tough. Luckily, with our 100% Fit Guarantee, you get easy returns or exchanges for another size or product. To issue a request:
You can simply email our customer care team and inform us of your order number and your exchange/return request. As soon as you have brought your package to your local post office, please reach out to our team to share your return tracking with us. 

how long does a refund or exchange take to process ?

Once we see your garment(s) are on route to us, for the exchange request, your exchange garment(s) will be shipped out to you and a shipping confirmation email will be sent right over to let you know it's on the route; 
for the return request, we will get your refund processed for you, and you will be notified via an email. Your refund will be processed and applied to the original method of payment. 
Note that refunds can take up to 3-7 business days to appear on your bank account due to varying processing times of financial organizations.

What if I closed my card/Bank ?

Currently, we can only issue a refund to the original payment method, meaning that we cannot issue a refund to a new account or card.
If you have a new credit card, but the original account remains active, the refund will process back to your account. If the account has been completely closed, please consult the bank first. You can reach out to us if you need further assistance.

How to request a return label ?

If you are not totally in love with how they feel or fit, simply exchange or return them within 30 days, please feel free to contact us for a return label.

Can you help with a defective product ?

We apologize if you received a damaged item. Please send us a photo of the damaged product with your order number and we would be happy to help you with a resolution. Please note that any damaged item outside of a 30 days return window cannot be returned or refunded.