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FAQ

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

How can I get in touch with Customer Service?

You can contact Customer Service at hello@ellaandil.com at any time and we will be happy to help you. The Customer Service team is working from 9am to 17pm from Monday to Friday and will strive to answer your email within 48 hours. In addition, you can also chat with Customer Service live every weekday between 10-11 am. You will find the chat widget on the right-hand side on the bottom at the page at our website ellaandil.com.

Where can I see and try your garments?

We have many great multibrand stores who carry our brand. Click HERE to see our stores and suppliers. In addition to these stores we have two own ella&il Concept Stores. These two stores are located at Stabekk and Vinderen. Our Stabekk Store is located 10 minutes outside Oslo downtown. The address is Gamle Drammensvei 38, 1369 Stabekk. You can reach this store by calling +47 921 55 998. Our Vinderen store is located 10 minutes outside downtown Oslo. The address is

Slemdalsveien 72, 0373 Oslo. You can reach this store by calling + 47 466 36 821.

Do you have your own ella&il stores?

We have two own ella&il Concept Stores. These two stores are located at Stabekk and Vinderen. Our Stabekk Store is located 10 minutes outside Oslo downtown. The address is Gamle Drammensvei 38, 1369 Stabekk. You can reach this store by calling +47 921 55 998. Our Vinderen store is located 10 minutes outside downtown Oslo. The address is Slemdalsveien 72, 0373 Oslo. You can reach this store by calling + 47 466 36 821. In addition we do also pop-up at other locations at different times. See opening hours for the stores HERE at any time.

Are there any jobs vacant at ella&il?

ella&il is growing rapidly and we are always looking for passionate and dedicated people. We are constantly updating vacancies HERE. And of course, we are always open to receive open applications at any time. Please send this to hello@ellaandil.com.

How do I get information about outlet sales?

Make sure to subscribe to our newsletter to become a member for our loyalty club. You can sign up to this newsletter HERE. All outlet sales are announced through our newsletters and members will receive information about upcoming sales before non-members.  You can also follow us on Instagram and Facebook for daily updates. Our facebook is ellaandilofficial and our Instagram account is ellaandil. Please note that if you do not want to subscribe to our newsletter any more, please click on the unsubscribe link at the bottom of a newsletter.

Any other questions?

If you have any other questions, please do not hesitate to contact our Customer Service at hello@ellaandil.com. The Customer Service team is working from 9am to 17pm from Monday to Friday and will strive to answer your email within 48 hours. In addition, you can also chat with Customer Service live every weekday between 10-11 am. You will find the chat widget on the right-hand side on the bottom at the page at our website ellaandil.com.

How will I know if you received my order?

After placing an order, you will receive an email confirmation to the email address registered for the purchase. This email has got ‘Order Confirmation’ in the subject field and should be received within 24 hours from order placement. If you fail to receive such an order confirmation, please check your junk folder. If you do not find this ‘Order Confirmation’ in your mailbox, please contact us at hello@ellaandil.com.

I did not get an order confirmation?

After placing an order, you will receive an email confirmation to the email address registered for the purchase. This email has got ‘Order Confirmation’ in the subject field and should be received within 24 hours from order placement. If you fail to receive such an order confirmation, please check your junk folder. If you do not find this ‘Order Confirmation’ in your mailbox, please contact us at hello@ellaandil.com.

Can I cancel my order after it has been placed?

An order cannot be changed or cancelled after it has been placed on our website. Our warehouse in Oslo processes the orders placed on our website continuously and we strive to deliver all orders as quickly as possible.  Consequently, we are not able to cancel or change your order at this time as it has been handled too far in the process. You are of course welcome to return the process within 30 days of purchase. Please click HERE to read more about our return process.

Can I change my order after the order has been placed?

An order cannot be changed or cancelled after it has been placed on our website. Our warehouse in Oslo processes the orders placed on our website continuously and we strive to deliver all orders as quickly as possible.  Consequently, we are not able to cancel or change your order at this time as it has been handled too far in the process. You are of course welcome to return the process within 30 days of purchase. Please click HERE to read more about our return process.

Can I change my shipping address after the order has been placed?

Please contact us at hello@ellaandil.com and we will try to help you. Please provide us with the order number and correct address. Please note that our warehouse strive to deliver all order as soon as possible. Consequently, the order could be too far in the process meaning that we are not able to change the address.

I can't complete my order?

If you have any problems to fulfil an order at ellaandil.com, please do not hesitate to contact our customer service at hello@ellaandil.com. The Customer Service team is working from 9am to 17pm from Monday to Friday and will strive to answer your email within 48 hours. In addition, you can also chat with Customer Service live every weekday between 10-11 am. You will find the chat widget on the right-hand side on the bottom at the page at our website ellaandil.com. We are more than happy to help you.

Any other questions?

If you have any other questions, please do not hesitate to contact our Customer Service at hello@ellaandil.com. The Customer Service team is working from 9am to 17pm from Monday to Friday and will strive to answer your email within 48 hours. In addition, you can also chat with Customer Service live every weekday between 10-11 am. You will find the chat widget on the right-hand side on the bottom at the page at our website ellaandil.com.

How do I return a package?

ella&il offer a 30-day return policy for our customers. This also applies to items bought on sale. Please make sure that the product(s) must be returned in their original condition with all original tags and hangtags attached. The product(s) also needs to be unused and undamaged. If you have ordered multiple products, make sure to put them in their original plastic bag. Returns are closely inspected upon delivery, and we reserve the right to refuse any item(s) that do not match the above criteria’s. Please note that if you have purchased an ella&il item from another retailer, please consult directly with the retailer in regard to their policies. ella&il is not responsible for products purchased from other retailers.

 

We have one guideline for returning orders within Norway and a different guideline if you are an international customer wanting to return a product.

 

Returns within Norway

There are two different options for returning the item(s) in Norway:

  1. Send the item(s) back to our warehouse
  2. Deliver the item(s) directly to our own stores at Stabekk or Vinderen

 

  1. Send the item(s) back to our warehouse

You have 30 days from when you received your order to ship it back to our warehouse. The return is made by doing the following:

  • Register your return online at www.ellaandil.com/delivery-and-returns/
  • Fill out the form and receive a QR code and your receipt for the return
  • Deliver the package at PostNord post office and show them your QR code. They will make a return label for you
  • Make sure the package gets registered

 

By doing the steps above you are all set – and will get an email confirmation from us as soon as we receive the parcel. The shipping fee will not be refunded. The return cost is 129 NOK and this cost will be deducted from the original amount paid.

 

  1. Deliver the item(s) directly to our own stores at Stabekk or Vinderen

The second option is to return your item(s) directly back to our stores at Stabekk or Vinderen. You have 30 days from when you received your order to deliver it back to one of our stores. Our stores have the following addresses:

  • Stabekk Concept Store: Gamle Drammensvei 38, 1369 Stabekk
  • Vinderen store: Slemdalsveien 72, 0373 Oslo

 

By doing the steps above you are all set – and will get an email confirmation from us as soon as we have handled the return payment. The shipping fee will not be refunded, however the return cost for this option is O NOK.

 

Please note that we do not accept other ways to return in Norway than what is specified above. 

 

 

 

 

Returns from customers outside Norway (international)

For our international customers the guidelines to return an item bought is the following:

 

  • Send your order number and which products you are returning to hello@ellaandil.com.
  • We will make a return note for you that you will receive by email.
  • Print out the label and attach it to the package.
  • Deliver your return to your nearest DHL-pickup

By doing the steps above you are all set – and will get an email confirmation from us as soon as we receive the parcel. The shipping fee will not be refunded. The return cost for international returns is 15 euro and this cost will be deducted from the original amount paid.

 

Please note that we do not accept other ways to return from our international customers than what is specified above. 

Can I exchange my product to a different item, color or size?

Please note that ella&il does not offer any exchange services. If you need a different size, color or another style you will have to make a return and place a new order.  In the matter of a return please follow the return process – see link HERE.

Can I exchange or return products bought on sale?

Our return and exchange policies are the same for products bought on sale or at full price. This means that we have a 30-day return policy for all our products. Please read more about our return policy HERE.

Do you offer an extended return policy for Christmas gifts?

We offer an extended return rights for all Christmas presents. This means that all Christmas presents can by returned within 10th of January.

 

I have a complaint about an item purchased, what do I do?

If you purchased an order and you have a complaint, follow these steps below. Please note that there are different guidelines for norwegian customers and international customers. 

 

NORWEGIAN CUSTOMERS

  1. Register your complaint online at www.ellaandil.com/delivery-and-returns/
  2. Choose “complaint” and upload photos of the damage and a description of the claim
  3. We will contact you by email as soon as we have looked at the complaint
  4. If the product is considered defect, ella&il will make a full refund including shipping costs when the return of the claim is received.

 

INTERNATIONAL CUSTOMERS

  1. Contact hello@ellaandil.com 
  2. Refer to your order number and upload photos of the faulty item and add a description of the claim
  3. We will contact you by email as soon as we have looked at the complaint
  4. If the product is considered defect, ella&il will make a full refund including shipping costs when the return of the claim is received.
What is the return cost?

We offer free shipping worldwide for all orders above 1499NOK/149 EUR. All duties paid. You have 30 days from the shipping date of your order to return your purchase. For purchases in Norway, the return costs is 129 NOK and for international customers (outside Norway) the return costs is 15 EUR.

Please note that the shipping cost will not be refunded, and the return cost will be deducted from the original amount paid. In Norway you also have the opportunity to return products directly to our stores at Stabekk and Vinderen. In this case there is no return cost (however shipping cost will not be refunded)

Can I return my online purchase to your stores?

You can return online purchases directly back to our stores at Stabekk or Vinderen. You have 30 days from when you received your order to deliver it back to one of our stores. Our stores have the following addresses:

  • Stabekk Concept Store: Gamle Drammensvei 38, 1369 Stabekk
  • Vinderen store: Slemdalsveien 72, 0373 Oslo

 

By doing the steps above you are all set – and will get an email confirmation from us as soon as we have handled the return payment. The shipping fee will not be refunded, however the return cost for this option is O NOK.

Any other questions?

If you have any other questions, please do not hesitate to contact our Customer Service at hello@ellaandil.com. The Customer Service team is working from 9am to 17pm from Monday to Friday and will strive to answer your email within 48 hours. In addition, you can also chat with Customer Service live every weekday between 10-11 am. You will find the chat widget on the right-hand side on the bottom at the page at our website ellaandil.com.

What shipping options do you offer?

We use the following shipping options for our Norwegian customers in our online store; Porterbuddy, Airmee, Helt Hjem, Postnord, Bring and Instabox. It will depend on what home address you have for the availability of the different shipping options listed above. The available shipping options will be updated in the ‘checkout’ as soon as you have updated the your address. For all International Customers we use DHL utland.

 

 

What countries do you ship to?

We ship worldwide.

Where are your products shipped from?

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

How long does it take to receive a package?

The delivery time will depend upon what shipping option chosen. We offer same day delivery in central Oslo. Our delivery times in general is between 1 to 3 days and we strive to deliver as quickly as possible.

How much does shipping cost?

We offer free shipping on all orders now above 1499NOK/149 EUR (all duties paid). Below these amount it will depend upon what shipping option is chosen by customers in the checkout.

How can I trace my parcel?

When an order is packed and fulfilled you will receive a confirmation email with all shipping details (called ‘Order Shipped’ in the subject field of the mail). It takes from zero to 48 hours before you will receive this mail. This mail includes a tracking number (it says “track your order here’ in the mail).If you press on this link you can trace your parcel. If you have not received such a mail within two days from placing the order, please send a mail to Customer Service at hello@ellaandil.com.

Can I get free shipping?

Yes, we offer free shipping on all orders now above 1499NOK/149 EUR (all duties paid).

Do I have to pay taxes or customs?

All orders are shipped on a DDP (Delivery Duty Paid). This means that local taxes (VAT) and customs are included in the price. You are not subject to any additional charges when receiving the parcel.

My order is stuck in customs, what do I do?

If you are noticed that your parcel is stuck in customs, please send us a mail at hello@ellaandil.com and we will help you with this matter.

Any other questions?

If you have any other questions, please do not hesitate to contact our Customer Service at hello@ellaandil.com. The Customer Service team is working from 9am to 17pm from Monday to Friday and will strive to answer your email within 48 hours. In addition, you can also chat with Customer Service live every weekday between 10-11 am. You will find the chat widget on the right-hand side on the bottom at the page at our website ellaandil.com.

When will I be charged for my order?

When the order has been placed we will also capture the total amount. If any items should be out of stock, we will refund you as soon as possible.

Where do I add my discount code?

You can add the discount code in the checkout on our website. Please see the field ‘Add voucher’. If you click this open and write your discount code. If the code is not working, please check if it has been spelled correctly and no extra spaces or characters have been added.

Can I purchase gift cards online?

You can not purchase gift cards online, however if you live nearby our own stores at Stabekk and Vinderen you are able to purchase gift cards here.

Any other questions?

If you have any other questions, please do not hesitate to contact our Customer Service at hello@ellaandil.com. The Customer Service team is working from 9am to 17pm from Monday to Friday and will strive to answer your email within 48 hours. In addition, you can also chat with Customer Service live every weekday between 10-11 am. You will find the chat widget on the right-hand side on the bottom at the page at our website ellaandil.com.