Frequently Asked Questions

Subscription

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Can I cancel my Ellie subscription?

Of course! You should only be an Ellie subscriber if you want to be. Cancellation requests must be made at least 5 days prior to your billing date to ensure your box is canceled for that month. Simply reach out to our Customer Service team via email at help@ellie.com or by phone at 1-844-338-5044.


Any requests made less than 5 days prior to your bill date, or after it, will take effect the following month.

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What's Ellie?

Welcome! Ellie is a curated monthly activewear subscription. 

On the first of each month, we debut three new unique outfits. If none of the options excite you, you can simply skip that month. Just log into your account by the 4th of that month and you will not be charged. 

We offer three subscription types:

  • 2 items - includes 2 apparel items (top & bottom)
  • 3 items - includes 3 apparel items (top, bra & bottom)
  • 5 items - includes 3 apparel items + 2 accessories/products/equipment

Your personal subscription renews on the same date each month, so you always know what to expect!

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Can I Skip A Month?

Sure, all subscribers can skip a month between the 1st - 4th of every month. Simply log into your account and select Skip A 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 the 5th so you have time to see the collections and make your selection. 

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Can I Switch My Outfit?

Each month on the 1st of the month you will see that our team has preselected an outfit for you to receive. Don't love the preselected outfit? No worries! You have the ability to login to your account and switch your outfit. Please note outfits are reserved on a first come first serve basis, it is possible for outfits to sell out. You have until the day before your bill date to login to your account and switch your outfit, however, we recommend doing it between the 1st - 4th of each month to ensure you get the outfit you want. 

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When do I get charged each month?

Your credit card is charged on the same day of the month that you originally signed up. Three-month subscribers are charged on the same day every three months.


Customers who originally purchased on the 1st-4th of the month will process on the 5th for all future months. This is to provide you plenty of time to review the collections and update your account when necessary.


If you are having any issues, please feel free to contact Customer Care.

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How do I manage my subscription?

You're in control! Manage your subscription by logging in (at the upper right corner of the website) with your email and password. Once you're in, you'll be able to change your size preferences, your address, credit card info, and more!

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How Do I Switch My Outfit?

  1. Login to your account.
  2. Select your subscription from the top left corner drop down (image below).


  3. Once you have selected your subscription from the drop down you will be able to preview the other outfits, and once you find the one you love, click "SELECT"


  4. Confirm your selection


  5. You will receive a confirmation email once the switch has been completed. 

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Why do I have two subscriptions?

Choosing more than one outfit from the current month's box options will always create an additional subscription. Is this what happened? If you believe you created two subscriptions in error, please contact our Customer Service team immediately at (844) 338-5044 to cancel the duplicate subscription. We unfortunately can not 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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I signed up for the 3-Month subscription. When will I be charged again?

After your first 3 months, your subscription will automatically renew every 3 months on the same date you originally purchased, and at the same price you originally paid. If you wish to switch to monthly payments, please contact Customer Care between the 1st and 4th of the month. 


Shipping

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

Undeliverable orders due to customer or address error will be refunded once received back in the warehouse. 

*3-month subscribers will receive a credit for a box on their prepaid subscription plan as we do not issue refunds on prepaid boxes.


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How Soon Will My Order Ship?

We're so glad you're excited about your order! We do our best to process all orders within 2-3 business days of receiving them - with the exception of weekends and holidays.

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Why Is My Shipping Delayed?

There may be shipping delays due to unforeseen and uncontrollable circumstances, such as weather conditions and holidays.

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

We know how important your order is, which is why Ellie provides an option to track your package. If the tracking information states that your package was delivered but you have not received it, please first check around your neighborhood in case another address mistakenly received it. 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. We will do our best to assist you when possible, but cannot be responsible for packages lost or stolen in transit. If you are still unable to locate your package, contact the shipping carrier immediately to discuss the issue. 

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Where Is My Shipping Confirmation?

When your order enters transit, you will receive a shipping confirmation to the email address entered at checkout. If you do not receive an email, 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.

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How Much Does Shipping Cost?

Ellie customers enjoy freeground shipping as a member, within the continental United States. We ship with standard ground shipping (6-9 business 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 business days.

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Do You Ship Internationally?

At this point, we only ship within the United States, but we are working hard to include this option.

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Do You Ship To APO / FPO Addresses Or U.S. Territories?

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

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 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.

Returns

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Can I return an outfit for a full refund?

Yes, if you are a month to month subscriber! You have 30 days from the date of your order to return.

You have the option of creating your own return shipping label, or we can create a pre-paid label for you.

*3-month subscribers will receive a credit for a box on their prepaid subscription plan as we do not issue refunds on prepaid boxes. 

To initiate a return please email returns@ellie.com 

 

Use this Return Address when creating a label:

Ellie Returns

5553 Bandini Blvd., Bldg. B

Bell, CA 90201


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How long does a Return/Exchange take to process?

Once we receive the item(s) back in our Ellie warehouse, you can expect a turnaround time of about two weeks.

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What do I do if I received a damaged item?

Sorry about that! Please take a photo of the damaged item and contact Customer Care within 30 days of your processing date. 

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Can I exchange an item for a different style?

We accept exchanges for size only. 

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Can I return only 1 item from a box?

Every outfit option is a special curation. We only accept returns of the complete look. 

Referral Program

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When Will I Get Paid?

On the 15th of every month. If the 15th falls on a weekend or holiday, you will be paid the following business day.

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Can I Track Sales?

Track your link's success by logging in here: https://ellie.refersion.com/affiliate/login

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How Do I Get Paid?

Link your Paypal account & we will give you 5% commission for every first subscription placed through your link. The more you share, the more commission you make! 

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Where Is My Custom Link?

Your unique tracking link is generated in your Refersion account. Log in here: https://ellie.refersion.com/affiliate/login.

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I signed up, what next?

Once you sign up, you will receive an email with your unique tracking link.

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Can I Edit My Link?

Go to https://bitly.com/ and paste your unique tracking link into the “Paste a link to shorten it” box, then click the bright orange shorten button to generate a shorter link to use.

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How Do I Share?

Place your link on all of your social media platforms. Put it in your Instagram bio, your blog posts, your Facebook posts, or YouTube video captions!

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Is There A Limit?

No. Refer as many people as you want & make as much as you want!

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Do I Get A Discount?

No. This is money being sent to you. There is no discount on your future Ellie orders.

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What Do I Get When I Refer?

We will give you 5% commission for every first subscription placed through your link. The more you share, the more commission you make!

Refer A Friend

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How do you refer a friend?

Enter your friends email above or share a link. For each friend you refer that becomes a new Ellie Member through your custom referral link, you'll receive $10 in credit towards your next purchase after they sign up for a new subscription. 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.
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How do I redeem my credits?

You can redeem credits on your referral management page in Account Management. Select the amount you would like to redeem and click “Redeem Now”. A pop up will appear with your referral credit code. The referral code can only be applied to new subscriptions and exclusive purchases.
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Is there a limit to how many credits I can earn?

No, There is no limit to the Ellie Referral Credits you can earn.
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Can I use multiple referral credits at the same time?

No, you can not stack the $10. You may use one credit per purchase.
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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. If you don't think the above conditions apply to you, you can contact an Ellie customer service rep at 1 (844) 338-5044 for further questions. We are available Monday-Friday 6:00am-5pm PST and Sat 6am-2pm PST. Except for major holidays.
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Can I apply my credit to my subscription?

No, at this time you can not apply referral credits to your subscription.
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What does my referred friend get?

When your friend uses your personal link/promo code, she will receive 25% off her first box.

Product

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

Please see our Size Guide for general information on sizing. 

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My item is Sold Out

Unfortunately, we do not restock items. All of our fabulous products are sold on a first-come, first-served basis. 

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What Brands does Ellie use?

Ellie is constantly sourcing new products, apparel, equipment, and accessories. Some of our favorites include Bally Total Fitness, Balance Collection, Marika, Zobha, and of course - Ellie! 

Ordering

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How do I change or 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 reoccurring subscription, please contact us between the 1st-4th of the current month. 

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My order isn't going through, now what?

We do not accept pre-paid credit cards. Is this the problem? If not, and you are receiving an error message, please make sure your credit card information, shipping address, and billing address are the same as 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'll fix the problem together!

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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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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.

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What methods of payment does Ellie accept?

Ellie accepts Visa, Mastercard, Discover, and American Express. We do not accept pre-paid credit cards at this time. 

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