Help and FAQ
Ellie is a monthly subscription service that sends you 5 amazing items for your active lifestyle. Generally, each box contains a bra, a top, leggings or capris and an accessory and a piece of equipment. That being said, we might substitute the accessory with another top, or the piece of equipment with a bag, but you'll always get the three initial items.
Each month on the first we announce the new box with a new video and new images so you know what to expect from that month. If you don't like it, skip it, you'll get an email 5 days before your box ships where you can review the new month and can skip with a click of a button.
Every month we curate our box to match nicely with a color story or theme, for example, we had a yoga inspired box and a lounge box and a get active box, so we always try to make it match.
Can I Buy Previous Boxes?
At this point, sadly, no. But we might offer previous boxes in the future, if we do, you'll definitely get an email announcing that option.
Do You Offer Quarterly Plans?
At this point, no. We'll introduce quarterly and bi-monthly plans soon, where your box ships every 3 or 2 months respectively, so check back.
I Was A Previous Customer, Can I Transfer My Store Credit?
Unfortunately no. We purchased the name and URL from the previous company, but not their business, unfortunately we cannot transfer their existing obligations.
How To Place An Order
For your convenience, you can order through Ellie.com. Sign up on the homepage, pick your sizes and in the last step, pick your plan (monthly, quarterly or semi-annually) Once you have completed your order, you will receive an email confirmation that your order was placed. You can also review your order in your account section at ellie.com/account
What Type Of Payment Do You Accept?
We accept Visa, Mastercard, Discover and American Express
My Order Isn’t Going Through, Now What?
If you are receiving an error, make sure your credit card information, billing and shipping address is the same as on your billing statement. If it is and you’re still getting the error, 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 can place the order for you.
I Need To Change Something On My Order, How Can I Do That?
If you need to change your subscription, please contact us immediately. We generally try to process orders within 48 hours (except weekends) but sometimes in peak times it can take up to 72 hours, and once our warehouse has processed your order, we will be unable to make any changes.
Where Is My Order Confirmation?
Within 5 minutes of placing your order, you should receive your order confirmation to the email address you used when you signed up. If you didn’t receive it, check your spam, that might be a solution. If it’s not there, shoot us a message, we’ll resend it for you.
When Will My Order Ship?
We generally try to process orders within 48 hours (except weekends) but sometimes in peak times it can take up to 72 hours. Orders are not shipped on the weekends or holidays.
Where Is My Shipping Confirmation?
As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, check your spam, that might be a solution. If it’s not there, shoot us a message, we’ll resend it for you. Remember that it might take up to 24 hours for the tracking information to actually be up to date with the latest whereabouts information. Unfortunately, that is out of our hands and we can’t do anything about this delay.
Why Was My Order Cancelled?
That happens extremely rarely, but potentially due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available.
When Do I get Charged Every Month?
Your credit card is charged on the same day of every month that you originally signed up.
If you just placed your order, what you see on your bank account is an authorization or pending status only. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 2 – 7 days.)
If you are having any issues please feel free to contact Customer Care
My Piece Differs From The Video, Why?
As much as we try to get the same style out to everyone, we can't guarantee that every customer will receive the exact same item. If we do sell through a certain style, we will substitute it with something that's super similar and as close to the original as possible. If it was a blue tank, it might be a blue singlet, or tee, but not a green or yellow tank.We're positive that you'll enjoy the substitution as much as the original.
Why Do I have 2 Subscriptions?
Purchasing two boxes will create two subscriptions. If you believe you created two subscriptions in error, please contact our customer service team to cancel the subscription and attempt to cancel the additional order.
Can I Cancel My Ellie Subscription?
You may cancel or skip your subscription at any time, as long as you email us 5 calendar business day prior to your reoccurring charge date. (e.g., Subscribers must cancel or skip their subscription by March 5 if the reoccurring charge is March 10th). There is absolutely no cancellation fee.
Once your account has been charged for the feature month, we cannot cancel your order if it is already in process of being fulfilled and sent to you. We can, however, close your account down so you will not have any recurring charges in the future.
I’m Unsure About A Size Or Have A Fit Question, How Do I Find This Information?
Please see our Size Guide for general information on sizing. If you still have specific questions about a fit of an item or measurement guidelines, please email our Customer Care department.
Can I Return Or Exchange Items?
Unfortunately not. Please review our full Return & Exchange Policy.