j.ella ships merchandise within the United States for a flat rate per order of $5.95. Orders are shipped within 2-4 business days of purchase (except for pre-orders) via USPS priority or first class depending on weight. Orders will typically get to you between 2-5 business days.
We are not responsible for shipping delays, lost or damaged items, or products marked "Delivered" by USPS. Any risk for purchases from j.ella become yours once the merchandise is shipped.
All orders will receive a tracking number once shipped. If tracking states that your order has been delivered and you have not received it, it is your responsibility to file a claim with USPS if necessary. In the frustrating circumstance of a package being lost/stolen, we are not able to refund or replace items.
As a boutique with ever-changing inventory, our return window requires product be shipped back to us with 14 days of you receiving it. Once we receive your items, your return will be processed within 2-5 business days. Merchandise must be in original condition, including packaging and tags attached. To save us both time, please do not attempt to return items if the above criteria is not met. Shoes must be returned with the original shoebox unaltered; it may not be used as a package. Any labels on the shoebox will result in the package being refused + no refund will be issued.
Return shipping will be your responsibility and shipping charges on the original purchase are non-refundable. We recommend a shipping carrier with tracking. All sale merchandise, jewelry and any special orders are Final Sale and may not be returned. Any items that appear to have been worn, altered, lack attached tags, or are received by us after the return period will be returned to you at your expense. If postage to return the items is not paid within 5 days of receiving return, the items will be donated.
This return form must be completed and mailed in with returned items: Return Form
Returns should be addressed to:
Please include your invoice or a note with your name and order # along with the items being returned.
Please inspect your order immediately. If you believe you have received defective or damaged merchandise, you MUST contact us within 3 days of receipt. No exceptions. If we do not receive notification that you have received a damaged item in 3 days, the return will be rejected for any store credit or refund.
If you receive a defective item, please do as follows:
- Use your smartphone to take pictures of the defective or damaged area and email the images to email@example.com, including the tag in the image showing it is still attached.
- Indicate "Damaged" in the subject line.
- Include the order # and product name of the item.
Once an order has been placed, the order cannot be canceled and items cannot be removed from the order.