Frequently asked questions

You can contact our customer service team at hello@ellaandil.com

Customer service is available Monday–Friday, 09:00–17:00 CET.

Please contact us at hello@ellaandil.com and we’ll be happy to help.

You can shop Ella&il online, in our concept stores, and through selected retailers.

Yes, we currently have concept stores at Stabekk, Vinderen and Sæter.

Open positions are published on our Careers page. We also welcome open applications.

Subscribe to our newsletter and follow us on social media for early access, launches, and updates.

Once your order has been placed, you will receive an order confirmation by email within 24 hours.

Please check your spam or junk folder first. If you still can’t find it, contact us at hello@ellaandil.com

Unfortunately, orders cannot changed or cancelled once placed, as they are processed quickly to ensure fast delivery.

Please contact us as soon as possible at hello@ellaandil.com. We will do our best to help before the order is shipped.

If you experience issues during checkout or payment, please contact customer service at hello@ellaandil.com and we’ll be happy to assist.

Within Norway we offer several delivery options, including Porterbuddy, Airmee, Helt Hjem, Bring, PostNord, and Instabox. International orders are shipped with DHL.

We ship internationally.

All orders are shipped from our warehouse near Oslo, Norway.

Delivery times depend on the selected shipping method. Standard delivery is usually 1–3 business days.

Yes, we offer free shipping on orders above 1699 NOK / 180 EUR.

No. All orders are shipped DDP (Delivery Duty Paid), meaning taxes and duties are included.

Please contact us at hello@ellaandil.com and we’ll assist you.

Once your order has shipped, you will receive a shipping confirmation email with tracking information.

We offer a 30-day return policy on all online orders, including sale items. Returned items must be unused and in original condition.

You can register your return online through our Delivery & Returns page.

Yes, online orders can be returned in our concept stores.

Return costs vary depending on country and return method. You can find full details on our Delivery & Returns page.

Refunds may take up to 21 days after your return has been received and processed.

We currently do not offer direct exchanges online. Please return your item and place a new order.

Yes, sale items purchased online can be returned within 30 days.

Yes, Christmas gifts can be returned until January 10th.

If you believe your item has a defect, please register a complaint through our complaint form and include photos of the issue.

If the item is considered faulty, we will first attempt repair. If repair is not possible, we will replace or refund the item.

Claims regarding purchases made through external retailers must be handled directly with the store where the item was purchased.

The total amount will be reserved and charged once your order has been completed.

Discount codes can be added during checkout in the “Add voucher” field.

Gift cards are currently only available in our concept stores.