FAQ

Do you have any questions? We have gathered some common questions and answers, we hope you’ll get the answer to your question!

Where can I see and try your garments?

We have many great suppliers who carry our brand.
You will find an overview under the “Store locator” tab.

WHERE CAN I FIND MY ORDER STATUS?

Once you have purchased your item at ellaandil.com you will receive an order confirmation.
When the item is packed and shipped from stock you will receive an email with a tracking number. You can then track the package and follow your order all the way home.

I CAN'T COMPLETE MY ORDER?

If you have any problems shopping goodies at ellaandil.com, contact our customer service at hello@ellaandil.com. We are more than happy to help you place your order.

WHY DIDN'T I GET MY ORDER?

If you have ordered an item on our website you will recieve a tracking number to track your order.  To do this, open the confirmation email. Here there will be a link with your tracking number.
If you have not received any shipment confirmation within 2 business days after orders have been placed on the webshop, contact our customer service at hello@ellaandil.com.

WHERE CAN I SEE AND TRY YOUR DESIGNS?

We have many great suppliers who carry our brand. You will find an overview under the “Store Locator” tab. We also have three separate concept stores where you can see our collections. See the “Store Locator” tab for opening hours and contact information. 

ARE THERE ANY JOBS AT ella&il?

ella&il is growing rapidly and we’re always looking for good and dedicated people.
We are constantly updating vacancies on the “Work with us” tab below the page.
And of course we are always open to receive CVs and applications – send this to lene@ellaandil.com.

How do I return a package?

If you have received an item you wish to return then you must fill out our return form digitally. The form can be found by clicking here and following the instructions given in the form.

 

 

I want to switch to another item. How do I do that?

If you wish to return or exchange your order, please fill out this form before returning the item (s). If you want to switch to another item or size, you purchase the correct item in the online store and will be refunded the original order as soon as we receive the return.

CAN I EXCHANGE MY PURCHASE TO SOMETHING ELSE?

If you want to switch to another item or size, you need to buy the right item in the online store in the usual way. Furthermore, you reimburse the item that you wish to exchange in the usual way as with a regular return. The money will be transferred within 1-3 business days after the item is received in stock.

WHICH ADDRESS SHOULD THE RETURN BE SENT TO?

If you want to return an item you need to fill out our return form and send the item(s) back to our warehouse. For more information click here.  Please send an email to hello@ellaandil.com. Mark the email with RETURNS and order number in the subject field. The return form costs

WHAT DO I DO IF THERE IS SOMETHING WRONG WITH MY PURCHASE?

If you find that the item is defective. Go to our return form which you can find HERE.
Follow the instructions on how to make a return.
When we receive the item in return and the return form is completed we will contact you pr mail or telephone.

HOW LONG DOES IT TAKE BEFORE I GET MY MONEY BACK?

As soon as we receive the return on stock and return form is completed,
we start the process of repayment of the item.
This will normally take 1-3 days after the item is received in stock.

HOW LONG DOES IT TAKE AFTER RETURNING IT BACK?

It can take a maximum of 7 business days from you receive the item until you return the item to us. To receive the return, you must complete the digital return form found HERE and follow the instructions in the form.

WHAT SHIPPING OPTIONS DO YOU OFFER?

In Norway we use Postnord Mypack collect. This means that all shipments are delivered to the nearest PostNord pick-up point.
You will receive shipping confirmation from us with tracking number when the parcel is on its way.
There is free shipping on all orders over NOK 500. For orders under NOK 500 you pay NOK 99 for the shipping.
Normal delivery time for consignments in Norway is 1-4 business days.
(Due to Corona virus, delivery time may differ slightly these days)

How long does it take to receive the package?

Our warehouse always works to get packed and shipped as soon as possible.
All orders placed before noon will be shipped from the warehouse on the same day.
We ship to the entire world and normal delivery time in Norway and international is 1-4 business days.
Delivery to less central areas may result in additional 1-3 business days in delivery time.

Norway
In Norway we use Postnord Mypack collect. This means that all shipments are delivered to the nearest PostNord pick-up point.
You will receive shipping confirmation from us with tracking number when the parcel is on its way.
There is free shipping on all orders over NOK 500. For orders under 500 NOK you pay a 79 NOK in shipping.
Normal delivery time for consignments in Norway is 1-4 business days.(Due to Corona virus, delivery time may differ slightly these days)

International (broadcasts outside Norway)
For foreign countries we use DHL express. This involves door to door delivery.
You will receive shipping confirmation from us with tracking number when the parcel is on its way.
There is free shipping on all orders over 100 euros. On orders under 100 euros you pay 20 euros in shipping.
Normal delivery time for consignments outside Norway is 1-4 business days.

HOW LONG IS THE DELIVERY TIME?

The delivery time is usually 1-4 business days if we have your item (s) in stock.
Where in the country you live can affect delivery time. (Due to Corona virus, delivery time may differ slightly these days)

HOW MUCH DOES SHIPPING COST?

In Norway, free shipping on all orders exceeds NOK 500.
For orders under 500 NOK you pay a 79 NOK in shipping.
Outside Norway there is free shipping on orders over 100 euros.
On orders under 100 euros you pay 20 euros in shipping.

Which countries do you send to?

We ship to all over the world. Normal delivery time for all shipments is 1-4 business days. (Due to Corona virus, delivery time may differ slightly these days)

What payment solutions can I use?

We accept payment with Visa, Mastercard and AmEx. You can also use an invoice through Klarna.

How much do I pay for shipping?

In Norway, free shipping on all orders exceeds NOK 500. For orders under NOK 500 you pay NOK 79 in shipping.
Outside Norway there is free shipping on orders over 100 euros. On orders under 100 euros you pay 20 euros in shipping.

Do I have to pay customs duties?

In Norway, all prices include customs duties and VAT. That is, the price you see in the website is the price you pay for the item without any extra surprises. Outside Norway, all goods are shipped as DDP (Delivered Duty Paid). That is, the price you see in the website is the price you pay for the item. There are no surprising costs for customs duties and VAT after you pay in check, even if you are outside Norway.