Frequently asked Questions
FREQUENTLY ASKED QUESTIONS
Last updated: August 22, 2026
Short answers to the questions we get most often. Where a question is covered in more detail by one of our policies, we say which one.
HOW LONG DOES SHIPPING TAKE?
Orders are processed within 1 to 3 business days. After dispatch, delivery typically takes 7 to 15 business days, so most orders arrive within 8 to 18 business days of being placed.
Many orders arrive sooner. We would rather give you an honest estimate than an optimistic one. See our Shipping Policy for full details.
WHY DOES IT TAKE LONGER THAN OTHER STORES?
Many of our items ship directly from our manufacturing partners rather than from a warehouse we own. That keeps our prices down, but it means your order travels internationally and clears U.S. customs on the way to you.
If your order has not arrived within the estimated window, email us at info@ellamonterey.com and we will trace it.
WHERE DO YOU SHIP FROM?
Ella Monterey is based in the Netherlands, and our orders ship from our manufacturing and fulfillment partners. Some of these partners are located outside the United States, including in China.
DO I HAVE TO PAY CUSTOMS DUTIES OR IMPORT FEES?
No. The price you pay at checkout is the final price for delivery. We pay any applicable customs duties, tariffs and import fees, and no package will be held pending payment from you.
If a carrier ever asks you to pay something for an order from us, do not pay it. Contact us first and we will sort it out with the carrier.
DO YOU OFFER FREE SHIPPING?
Yes. Standard shipping is free on all orders within the United States, unless stated otherwise at checkout.
WHERE DO YOU SHIP TO?
Anywhere in the United States, including Alaska, Hawaii, Puerto Rico, other U.S. territories and APO, FPO and DPO addresses. Deliveries to these destinations may take a little longer.
MY TRACKING HAS NOT UPDATED IN DAYS. IS MY ORDER LOST?
Almost certainly not. Tracking often goes quiet while a package is in transit between countries or awaiting customs clearance, sometimes for a week or more, and then updates all at once when it reaches the U.S. carrier.
If tracking has not moved and you are past the estimated delivery window, email us and we will investigate.
WHY DID MY ORDER ARRIVE IN SEPARATE PACKAGES?
If your order contains items from different fulfillment partners, they ship separately and may arrive on different days with different tracking numbers. There is no extra charge for this.
DO YOU OFFER RETURNS?
Yes. We offer a 30-day money-back guarantee. Contact us within 30 days of receiving your order at info@ellamonterey.com and we will make it right.
HOW DO I START A RETURN?
Email info@ellamonterey.com with your name, order number, the email address used for the order, the reason for the return, and clear photos if the item is damaged, faulty or incorrect. We reply within 1 to 2 business days.
Please wait for our instructions before sending anything back. Returns sent without authorization cannot be identified on arrival.
WHO PAYS FOR RETURN SHIPPING?
If your item is damaged, faulty, incorrect or incomplete, you never pay return shipping. We send a prepaid label, arrange collection, or confirm that no return is needed.
For change-of-mind returns, wrong sizes or items you no longer want, return shipping is your responsibility. We will tell you what it is likely to cost before you send anything, and if shipping would cost more than the item is worth, we will offer you a better option instead, such as a partial refund without a return. We will not ask you to spend more on postage than your refund.
See our Returns and Refund Policy for the full details.
DO I ALWAYS HAVE TO SEND THE ITEM BACK?
No. In many cases we can resolve the issue from your photos and order details, refund or replace the item, and tell you to keep the original. We will always tell you before asking you to ship anything.
WHEN WILL I GET MY REFUND?
We issue approved refunds to your original payment method no later than seven business days after approval. Your bank usually posts the credit within one billing cycle.
WHAT IF MY ITEM IS FAULTY OR INCORRECT?
Contact us as soon as possible at info@ellamonterey.com with your order number, a description of the problem and clear photos of the item and its packaging. You are entitled to a replacement or a full refund, including any shipping you paid, whichever you prefer.
CAN I CANCEL OR CHANGE MY ORDER?
If it has not shipped yet, yes. Email us as soon as possible and we will cancel it and refund you in full, or correct your address if we can. Once an order is dispatched we cannot cancel it, but the 30-day money-back guarantee still applies once it arrives.
WHY IS THERE AN EXTRA FEE FROM MY BANK?
We are based in the Netherlands, so some U.S. banks treat the purchase as an international transaction and add a foreign transaction fee, usually one to three percent. That fee is charged by your bank, not by us, and we receive no part of it.
WHAT PAYMENT METHODS DO YOU ACCEPT?
Credit and debit cards, Apple Pay, Google Pay, PayPal and Shop Pay, plus any other method shown at checkout. Our charge appears on your statement as ELLA MONTEREY.
I HAVE A DIFFERENT QUESTION
Email us at info@ellamonterey.com with your name and order number. We respond within 1 to 2 business days, Monday through Friday. Please give us the chance to fix a problem before contacting your bank; we are almost always faster.