ORDERING ONLINE

HOW DO I PLACE AN ORDER?

From our home page, click on the category of your choice and browse the items. Once you have found an item, click an item to review the product specifications. Choose a color, a size, and then click “Add to cart.”

You should be able to add items to your shopping cart right away. If you are not seeing anything in your shopping cart please make sure either the size or color, are not out of stock. If you are still unable to place an order please check that you have the latest version of your web browser.

CAN I PLACE MY ORDER BY PHONE OR EMAIL?

Yes, we do take orders over the phone or by mail. Please contact our customer service at:

T. (323) 277-7941
E. [email protected]

CAN I ADD, MODIFY OR CANCEL MY ORDER?

We are unable to add, modify or cancel an order once it is submitted. If you still want to do so, you need to cancel the previous order and place a new order for those items. Please notify customer service by calling or emailing us directly to let us know as soon as you place the order.

WHAT IF AN ITEM IS SOLD OUT?

Please contact our customer service to check if the sold out items would be available in near future.

I AM NOT SURE ABOUT MY SIZE, HOW DO I CHOOSE?

Please see our Size Chart for general information regarding sizing. If you have any question, please contact our customer service.

I FOUND AN ITEM, BUT MY SIZE IS NOT SHOWING?

Our website is in real time. All available sizes are displayed online. If your size is not showing up, it is unfortunately out of stock. For sale items, we are not able to re-order it. However, for regular-priced items, you can submit a special order inquiry for you. Please contact our customer service for further information.

WHY DO I KEEP GETTING AN ERROR MESSAGE?

If you are receiving an error message, there may be a problem with your credit card information, shipping or billing address. Please revise your information closely for typos, your billing/shipping address. If you are receiving an error message after reviewing all your information, make sure you are using the latest version of your web browser.

WHY WAS I CHARGED MORE THAN ONCE?

Your credit card should only be charged once after your order ships. If you placed an order, you will see a pending authorization on your bank account. Please only click the “Submit” button once to avoid multiple transactions.

ORDER STATUS

HOW DO I CHECK THE ORDER STATUS?

Please login first and then follow the directions below:

  • When signed in to your account, go to ‘My Account’.
  • Click on ‘Order Status/History’ to see the status of current/past orders that you have placed with us.
HOW LONG DOES IT TAKE TO PROCESS AN ORDER?

Orders will usually ship within 1-2 business days of purchase, but shipping times may vary due to availability of merchandise. We will contact you directly if your merchandise is on backorder or if there is any reasons for delaying.

I RECEIVED AN EMAIL REGARDING AN ITEM BEING BACKORDERD. WHAT DOES THIS MEAN?

Customer service will contact you if one or more of the items in your order are on backorder. Backordered items will be shipped when they become available.

SHIPPING

WHAT IS YOUR RETURN POLICY?

Returns/ Exchanges must be within 7 days of purchase. For returns, the original shipping charges are non-refundable and you need to return the items with your own shipping expense. For exchanges, a prepaid return shipping label will be provided at no charge to return your items. For more information, please read our Returns & Exchange policy.

I RECEIVED AN ITEMS THAT IS DEFECTEIVE, DAMAGED OR WRONGLY SHIPPED. WILL I BE CHARGED FOR THE RETURN SHIPPING?

Items that are defective, damaged, or wrongly shipped qualify for free return shipping. A prepaid return shipping label will be provided at no charge to return your items.

WHEN WILL I RECEIVE A REFUND FOR MY RETURN?

All refunds will be credited back to as online store credit only. Please allow up to 5 to 7 business days for us to process your refund.

CONTACT

I AM INTERESTED IN BEING A VENDOR. WHO DO I CONTACT?

If you are a vendor interested in working with us, please contact customer service at:

Ellie and Kate4461 S. Santa Fe Ave.
Vernon, CA 90058

T. (323) 277-7941
E. [email protected]

I AM INTERESTED IN WORKING AT ELLIE AND KATE, WHO DO I CONTACT?

If you are inquiring about corporate position openings, please send your resumes to [email protected] or contact our customer service between 9:00 AM to 5:00 PM, Mon. through Fri. Pacific Standard Time (PST).