Frequently Asked Questions

Subscription

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Can I skip a month?

One of the benefits of our membership is that you can skip any month between the 1st-4th of each month. As long as you log in and skip by the 4th, you won't be charged for the month. On the 5th you will no longer be able to skip the month, and you will be charged on your recurring charge date (the day of the month you signed up on). If you signed up between the 1st and 4th of the month, your recurring charge date will automatically be changed to a date between the 5th-8th in order to give you time to see the collections and make your selection.

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How do you skip the month?

To skip, simply sign in to your account, scroll over the Account tab, then click "Skip the Month" button and follow the instructions. If you have a change of heart and would like to make a purchase later, you can visit the site at any time and shop our exclusives even after you've skipped the month.

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What's Ellie?

Ellie is a curated monthly activewear subscription. On the first of each month, we announce new collections--each a complete outfit. If you do not like the collections, you have until the 4th of each month to skip. Your account will not be charged if you skip between the 1st-4th. Additionally, your subscription renews on the same date each month, so you always know when and what to expect! We offer three subscription types: 2 item boxes (generally a top, and bottom), 3 item boxes include 1 complete apparel outfit (generally a top, sports bra, and bottom), while 5 item boxes include the 3 apparel items + 2 fitness accessories/equipment items.

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How do I cancel my Ellie subscription?

You may cancel your subscription at any time. There is no cancellation fee. If you decide to cancel your subscription, contact our customer service team up to 5 business days prior to your monthly billing date through our website contact form or by phone at 1-844-338-5044 and we'll take care of it right away. Cancellation requests must be received a minimum of 5 business days prior to your bill date to ensure your box for that month is cancelled. Requests not received in time will not take effect until the following month's box.

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When will I get charged each month?

Your credit card is charged on the same day of every month that you originally signed up. Customers whose first purchase was on the 1st-4th of the month will be moved to a date between the 5th-8th for all future months. This is to provide plenty of time for you to review each month's collections, make any updates to your account, and add exclusive products!

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Why do I have two subscriptions?

Purchasing 2 subscriptions or purchasing a new type of subscription will always create two subscriptions. If you believe you created two subscriptions in error, please contact our customer service team immediately to cancel the duplicate subscription. We unfortunately cannot cancel the order, but you are more than welcome to ship a duplicate subscription back to us for a full refund.

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How do I purchase additional collections?

Ellie subscribers are able to purchase additional outfits every month, without creating duplicate subscriptions. Simply login to your subscriber account and then click on "Members Exclusive Area" in the top right hand corner of your account page. There you will be able to select your outfit and complete your checkout.


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When will I be charged for my 3 month subscription?

A 3-month subscription is billed at the time of purchase. After your first 3 months, your subscription will automatically renew for an additional 3 months. If you would like to skip a month during or after your first 3 boxes, we are happy to help you skip for free. If you would like to switch to monthly payments, please contact Customer Care between the 1st-4th the month prior to your renewal.

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How do I sign up?

Getting started is easy! Simply purchase the outfit you want and the type of subscription you want on our current collection page (https://www.ellie.com/collections/current-collection). When going through the checkout be sure to create a password for your account (you will use this login to manage your subscription moving forward). Each month, you will have multiple stylist curated collections to choose from. There is no obligation to purchase, you can always "Skip The Month". Get ready for fresh motivation delivered to your door (and your inbox) every month!

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Can I just buy one box?

We are able to bring you the looks you love at the value you deserve due to our membership subscription. You must sign up for a subscription to receive our Ellie box. All memberships auto-renew, but you can cancel at any time. Membership includes: Complete collections starting at $39.95, free shipping, and outfits and extras curated by fitness stylists just for you. It's free to look, and there's never any obligation to buy.

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Do I have to make a purchase every month?

No, not at all. If you're not ready to make a purchase, simply log in to your account and view your collection between the 1st and the 4th of the month then select the "Skip the Month" button and you won't be charged. You can only “Skip the Month” by logging into the site; at this time, customers are not able to skip the month via voicemail or email.

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How do I change my address information?

To update your shipping or billing address info on file, simply sign in to your account at Ellie.com. You can review and change your account address information by accessing Update Billing Address or Shipping Information from the navigation options within your account.

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How do I update my credit card information?

To update your credit card info on file, simply sign in to your account at Ellie.com, and select Update Credit Card from the account options.

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How Do I Switch My Outfit?

  1. Login to your account.
  2. Select "Change Outfit"


  3. Select the new outfit you like


  4. Select your sizes for the new outfit and then click "select"


  5. Once you have submitted the change it will take you back to your account homepage where you can confirm the changes


  6. Don't forget to also look for your confirmation email confirming the switch
     

Shipping

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My Tracking Info Shows My Package Was Delivered, But I Never Received It.

We know how important your order is! If the tracking information for your order states that your package was delivered but you have not received it, please first check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office. If you are still unable to locate your package, please contact the shipping carrier seen on your tracking information to discuss the issue. Please note Ellie is not responsible for any lost or stolen packages. 

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How Much Does Shipping Cost?

Ellie customers enjoy free ground shipping, as a member, within the continental United States. We ship with standard ground shipping (6-9 days) within the 48 continental United States. Shipping to Alaska and Hawaii is available for $6.99. We currently do not offer express shipping to these destinations, standard shipping time is 6-9 days.

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Do You Ship Internationally?

At this time, Ellie only ships within the United States, but we are working hard to include this option.

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Do You Ship To U.S. Territories?

Unfortunately, we are not able to ship to U.S. Territories at this time. This is a high priority for us and something we are working hard to include!

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Do You Ship To APO / FPO Addresses?

Yes! We are able to ship to APO/FPO addresses.

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Why Is My Shipping Delayed?

There may be shipping delays due to unforeseen and uncontrollable circumstances, such as weather conditions. We are not responsible for stolen or lost items.

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Where Is My Shipping Confirmation?

When your order enters transit, you will receive a shipping confirmation to the email entered at checkout. If you do not receive an email, please check your spam. If you haven't received your confirmation, please email help@ellie.com and we’ll be happy to resend it right away! Please note: it may take up to 24 hours for the carrier to update tracking information once your package ships.

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My Order Is Being Returned To Ellie, What Do I Do?

We want to make sure you receive your order, please contact us immediately! Undeliverable orders due to customer or address error will require re-shipment. Ellie will happily cover the cost of the second attempt, only after the original order has returned to our facility.

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Do you ship to PO boxes?

Sadly, at this moment we do not ship to PO boxes. We do suggest sending the package to your home, or work address.

Refer A Friend

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How do you refer a friend?

Enter your friend's email or share a link. Your friend must click through your link (directly or from your referral message) for you to receive credit.

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What do I get for referring a friend?

For each friend you refer that becomes a new Ellie Member, you'll receive $10 in credit towards your next purchase after they sign up for a 3-item subscription. If they purchase a 5-item subscription you’ll get $20.

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What does my friend get if I refer them?

Your friend will receive25% off their first purchase with your exclusive link. The discount code will be displayed in a welcome pop up. If you lose the coupon code, just click on the email link again, and the pop up will reappear. The one time use coupon does not expire.

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My friend said they purchased but I didn't get the credit.

It could be for the following reasons:

  • In order to receive credit, your friend must be a new Ellie subscriber and live in a different household. Same household or self-referrals will not be accepted. 

  • You were not the first person to refer your friend. The first person to refer gets the credit. 

  • Your friend did not purchase the subscription. Rather made an exclusives purchase.

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Can I use multiple referral credits at the same time?

You can not stack the $10 or $20 credits. You may use one credit per purchase.

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Can I apply my credit to my subscription?

No, you are not able to apply your credit to your subscription, however, you are able to apply it to additional collections, past collections, and must haves.

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How can I access refer a friend?

You must be logged into your subscription account, and simply click on the top homepage banner (in your account section) that says "Get $10 Now".

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If my friend signs up with a different email address than the one I used for the referral, will I still earn credits?

Sure thing! As long as your friend clicks on your unique referral link when signing up for Ellie, they can use any email address to register for their new account.

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What happens if my friend cancels their subscription within their first month?

If your friend decides to cancel their subscription their first month,  you will keep the initial credits you earned for sending us a friend.

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How many people can I refer?

You can refer an unlimited number of friends, and we encourage you to share with as many friends as you would like.

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Who is eligible to participate in the Referral Program?

  • You have to be over 18 years old and a resident in the US to earn a reward.

  • In order to earn a reward, your friend must be a new paying customer, and was not previously a customer under any email address or alias.

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What should I say when I share?

Here’s some examples of what people are saying:

  1. Hey Girl, you should consider signing up for Ellie. Use my code and we both get a special discount. [paste link]

  2. Hey friends. I receive monthly boxes from Ellie and love it. Check it out. [paste link]

  3. Ellie clothing is super affordable, chic,  and the people are amazing. [paste link]

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Do I need to be an active subscriber in order to receive credits for referred friends?

No you don't. Members and Subscribers are both eligible to refer friends.

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Is there additional membership fees associated with the referral program?

There are no fees associated with participating in the referral program.

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Can I transfer my credits to a friend?

No, referral credits are not transferable.

Product

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Can I Return Or Exchange Subscription Items?

The content of each month's collection is carefully curated by Ellie for you, so we do not allow returns or substitutions of items part of a collection. If you would like to return the complete collection, all items must still be in original condition with all tags attached and within 30 days of the order date. If you receive a box with damaged/defective product, incomplete contents, or require a size exchange - please email Customer Care within 30 days of your processing date.

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What If I'm Unsure About A Size Or Have A Fit Question?

Please see our online Size Guide for general information on sizing. We also offer free size exchange, so should you ever need help with exchanging for a different size, simply email our customer service team. Please note all items must still be in original condition, with tags still attached, and within 30 days of your order date.

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Will a collection I want be restocked?

We usually don't restock as our design team is making room for new collections. Be sure to check the site at the first of the month, so you are the first to see the latest collection!

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What do I do if the collection I want is out of stock?

We usually don't restock collections as our design team is making room for new collections. Be sure to check the site at the first of the month, so you are the first to see the latest collection!

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Can I make my own outfit collection?

At this time, we can’t custom bundle your favorite pieces. If the monthly collections don't suit your taste, feel free to skip and shop Exclusives to make your own look!

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What sizes do you carry?

Ellie monthly collections are available in women's sizes XS through XL. Not all collections are always available in all sizes.

Ordering

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How do I fix a mistake on my order?

We know how important your order is, so we aim to fulfill orders as quickly as possible once they are placed. While we cannot cancel or change an order once it has been placed, you are welcome to contact us for an exchange once your order is received. Please make sure to review that all your information is accurate upon checkout. If you need to change your recurring subscription, please contact us between the 1st-4th of the current month.

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How do I cancel my order?

We know how important your order is, so we aim to fulfill orders as quickly as possible. While we cannot cancel or change an order once it has been placed, you are welcome to contact us for an exchange once your order is received. Please make sure to review that all your information is accurate upon checkout. If you need to change your recurring subscription, please contact us between the 1st-4th of the current month.

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Where is my order confirmation?

Within 5-10 minutes of placing your order, you should receive an order confirmation to the email address you used when creating an account. If you did not receive your confirmation, please check your spam. If it’s not in your spam, please send us a message, and we'd love to help!

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My order isn't going through, now what?

If you are receiving an error, please make sure your credit card information, shipping address, and billing address are the same as on your billing statement. If your information is 100% correct and you're still seeing an error, please make sure you're using the latest version of your web browser -- this generally helps. If you continue to receive error messages, please contact Customer Care and we'd love to help!

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Why Was My Order Cancelled?

That is extremely rare, but potentially could be caused by the payment method on file declining or the item you ordered suddenly became out of stock and is no longer available.

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How do I use my promo code?

Simply enter your promo code at checkout to apply valid discounts. Promo codes are not applicable when you buy a 3-month subscription. Offer not valid on previous purchases and cannot be combined with any other offer. Offer may not be applied to gift cards and shipping cost. Details of offer are subject to change. Only one promo code can be applied during checkout.

Influencer Program

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Does Ellie have an influencer program?

We sure do! Ellie works with health and fitness influencers at many stages of their growth. If you have a community of 5,000 followers or more, please fill out our Influencer application here.

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How do I join the Influencer program?

We work with fitness influencers at many stages of their growth. If you have a community of 5,000 followers or more, please fill out our Influencer application here.

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Who can I contact for media requests?

If you have a PR or media related question, you can reach out to influencers@ellie.com

Affiliate Program

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Do you have an Affiliate program?

Ellie has teamed up with the Pepperjam Affiliate Network to run our affiliate program. Active affiliates receive a % of any referred sale. To apply to join the Ellie affiliate program, please click here.

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How can I join your Affiliate program?

You can apply to join the Ellie Affiliate Program on the Pepperjam Network. Please click here.

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