Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

Ordering

How do I place an order?

Ordering from EllaBella is simple and fast!
Just select a product, add it to your cart, and proceed to checkout.
Once your order is confirmed, you'll receive a confirmation email with all the details.

Shipping & Delivery

What are the shipping fees?

Shipping is completely free on all orders.
We deliver directly to your home, with no minimum purchase required.

What are the delivery times?

We aim to ship your order as quickly as possible.
Estimated delivery timeline:

  • Orders are processed within 1–2 business days

  • Cut-off for same-day processing is 5:00 PM

  • Delivery takes approximately 6–9 business days (Monday to Friday)

Please note: Delivery times may vary during peak periods (e.g. sales, holidays) or due to product availability.

Returns & Cancellations

Can I return my order?

Yes, you have 30 calendar days from the delivery date to return an item.

Return conditions:

  • Items must be unused and in perfect condition

  • Include original packaging and tags

  • Must be shipped with a tracking number

Return costs are the responsibility of the customer, except in cases of error or defective items.
To start a return, contact: customer@my-ellabella.com

How do I cancel my order?

You can cancel your order within 5 minutes of placing it by emailing customer@my-ellabella.com.
After this window, the order is processed and cannot be canceled — but you may still return it after delivery under our return policy.

Order Issues

What if I receive a wrong or defective item?

If you receive an incorrect or defective product, please contact us within 48 hours at customer@my-ellabella.com.
We’ll send you the correct item free of charge or issue a full refund, depending on the situation.

What if I made a mistake in my order?

If you notice an error in your order, contact us immediately at customer@my-ellabella.com
If your order hasn’t been shipped yet, we’ll do our best to correct it.

Shipping Address

Can I ship my order to a different address?

Yes, during checkout you can enter a different shipping address.
Please double-check your details to avoid any delivery delays.

Payments

What payment methods are accepted?

We offer secure payment options including:

  • Credit & Debit Cards: Visa, Mastercard, Maestro, American Express, Union Pay
  • Apple pay
  • Google pay
  • Shop pay

All payments are encrypted with SSL technology.
We do not accept cash on delivery or bank transfers.

Order Tracking

How can I track my order?

Once your order is shipped, you’ll receive a confirmation email with a tracking number.
You can follow your package via our logistics partner’s website.

Data & Privacy

Is my personal data safe?

Absolutely. At EllaBella, your privacy is a top priority.
All personal information is processed in compliance with the General Data Protection Regulation (GDPR).
See our full Privacy Policy on our website for more details.

Customer Support

How can I contact customer service?

Our friendly support team is here to help:

  • Email: customer@ellabella.com

  • Phone: +31 6 17 11 79 99

  • Address: Elandstraat 11, 6414 CL Heerlen, Netherlands (NO RETURN ADDRESS)

Opening Hours:

  • Monday – Friday: 08:00 AM – 06:00 PM

  • Saturday & Sunday: 10:00 AM – 04:00 PM