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.

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.

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.

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.

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.

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. We are more than happy to help you.

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. We are more than happy to help you!

Return policy online: 

ella&il offer a 30-day return policy for online purchases. 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 store at Stabekk

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

You have 30 days to return from the date you placed your order.

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 69 NOK and this cost will be deducted from the original amount paid.

2. Deliver the item(s) directly to our own concept store at Stabekk

The second option is to return your item(s) directly back to our concept store at Stabekk. You have 30 days from when you placed your order to deliver it back to our Concept Store.

The return is made by doing the following:

• Register your return online at www.ellaandil.com/delivery-and-returns/
• Fill out the form, choose “return in store” and get your  receipt for the return
• Deliver the package at our store and show them your receipt

Our store have the following address:

• Stabekk Concept Store: Gamle Drammensvei 38, 1369 Stabekk

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. 

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.

Having said that, we would like to remind you of the negative enviromental effects that the freights unfortunately contributes to. Therefore we ask you to try to be extra sure of the size, color or any other aspects that could lead to a return, so we can avoid any unnecessary freights.

Exchange policy online:

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.

Having said that, we would like to remind you of the negative enviromental effects that the freights unfortunately contributes to. Therefore we ask you to try to be extra sure of the size, color or any other aspects that could lead to a return, so we can avoid any unnecessary freights.

Exchange policy for purchases made in Concept Stores: 

There is no refund on sale items, but we offer a 30 day exchange policy.

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

You must send your order number to customer service  at hello@ellaandil.com and say that the order is a gift. They will then extend the return.

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. 

A) If you purchased an item from our webshop (ellaandil.com) and you have a complaint, please follow these steps:

1. 1. Register your complaint at the bottom of this page
   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, we will:

• First try to repair the product
• If the product is not repairable, we will send a new product from our warehouse to replace the defect product
• If we are sold out of the product (but the product is considered defect), ella&il will make a full refund including shipping costs when the return of the claim is received

B) If you purchased an item from our Concept Stores at Stabekk or Vinderen, please follow these steps:

1. 1. Please bring the item back to the store
   2. If the product is considered defect, we will:

• First try to repair the product
• If the product is not repairable, we will send a new product from our warehouse to replace the defect product
• If we are sold out of the product (but the product is considered defect), ella&il will make a full refund including shipping costs when the return of the claim is received

C) If you purchased the item from one of our external multibrand stores:

1. Please bring the item back to the store you bought this product
2. This store will handle the claim directly

 D) If you received the item as a gift:

1. Please send a mail to hello@ellaandil.com

Click here to register your complaint. 

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 69 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 concept store at Stabekk. In this case there is no return cost (however shipping cost will not be refunded)

You can return online purchases directly back to our concept stores at Stabekk. You have 30 days from when you placed 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

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.

ella&il offer a 7 day return policy for items bought in store at concept stores and pop-ups.

There is no refund on sale items, but we offer a 30 day exchange policy on all purchases.

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.

We are happy to help you!

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.

Having said that, we would like to remind you of the negative enviromental effects that the freights unfortunately contributes to. Therefore we ask you to try to be extra sure of the size, color or any other aspects that could lead to a return, so we can avoid any unnecessary freights. You can always contact us at hello@ellaandil.com if you have any questions regarding size/fit on a product.

We ship worldwide.

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

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.

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.

Having said that, we would like to remind you of the negative enviromental effects that the freights unfortunately contributes to. Therefore we ask you to try to be extra sure of the size, color or any other aspects that could lead to a return, so we can avoid any unnecessary freights. You can always contact us at hello@ellaandil.com if you have any questions regarding size/fit on a product.

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.

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

Having said that, we would like to remind you of the negative enviromental effects that the freights unfortunately contributes to. Therefore we ask you to try to be extra sure of the size, color or any other aspects that could lead to a return, so we can avoid any unnecessary freights. You can always contact us at hello@ellaandil.com if you have any questions regarding size/fit on a product.

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.

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.

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 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.

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.

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.

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.