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Frequently Asked Questions
📦 ORDERS & SHIPPING
Orders are processed in 1–2 business days.
Delivery takes 4–8 business days.
➡️ Total: 5–10 business days
Yes — FREE SHIPPING across the United States
Yes — you’ll receive a tracking link by email once your order ships.
📏 SIZING & FIT
Check the size guide on the product page.
Also, check the “Fit & Feel” section to see if the item runs
TRUE TO SIZE / SMALL / LARGE
➡️ Choose the bigger size for a better fit.
🔄 RETURNS & REFUNDS
Yes — within 30 DAYS of delivery
IMPORTANT:
- Items must be unused & in original condition
- You must contact us before returning
➡️ Customer pays (unless item is defective or wrong)
A 15% restocking fee applies to approved returns (waived for damaged or defective items).
Refunds are processed within 5 BUSINESS DAYS after inspection.
Allow 5–10 business days for your bank to finalize.
💳 PAYMENTS
Yes — SECURE & ENCRYPTED checkout
- Visa / Mastercard / Amex / Discover
- Apple Pay / Google Pay / Shop Pay
CURRENCY:
All payments are in USD ($)
📞 CONTACT
We reply within 24 HOURS
EMAIL: support@ellen-newyork.com
PHONE: +1 (415) 873-1663
HOURS (US EASTERN TIME):
Monday to Friday: 9:00 AM – 5:00 PM
Saturday to Sunday: 9:00 AM – 1:00 PM