STORE POLICY
By placing an order with The Ella Experience, you agree to the terms outlined below. Please review all policies carefully prior to completing your purchase.
For any questions, please contact us at info@theellaexperience.com. Please allow 24–48 business hours for a response.
PRODUCT DETAILS & SIZING
Our units are offered in sizes Small, Medium, and Large. Customers are responsible for measuring their head accurately and selecting the appropriate size using our size guide.
For best results, measurements should be taken on a flat foundation (braided or molded hair).
The Ella Experience is not responsible for improper fit due to incorrect measurements provided at checkout.
ALL SALES FINAL
Due to the nature of our products and for hygiene and safety reasons, all sales are final.
We do not offer:
- Refunds
- Returns
- Exchanges
ORDER ISSUES (EXCEPTIONS)
In the event that you receive an incorrect item due to an error on our end, we will resolve the issue under the following conditions:
- You must contact us within 7 days of delivery
- The item must be returned within 10 days of delivery
- The item must be:
- Unworn
- Unaltered
- Lace uncut
- In original packaging
Return shipping must be completed using a trackable shipping method at the customer’s expense.
If approved, we will offer either:
- A replacement item, or
- Store credit equal to the original purchase value
Items that have been worn, altered, or damaged will not qualify.
PROCESSING & SHIPPING POLICY
All orders are processed during business days (Monday through Friday), excluding weekends, holidays, and announced closures.
Processing time refers to the time required to prepare your order before shipment.
PROCESSING TIMES BY PRODUCT TYPE
Processing times vary depending on the item purchased. Many orders are completed sooner, however please allow the full processing window below.
Hair Accessories & Hair Products
1–3 business days
Standard Units & Hair Products
(Half Wigs, Clip-Ins, Bundles, Closures, Frontals)
5–15 business days
These items are pre-made or require minimal customization.
Signature / Custom Units
(Closure Wigs, Custom U-Part Wigs, Custom V-Part Wigs)
5–21 business days
These units are made-to-order to ensure quality, construction, and longevity.
⚠️ IMPORTANT NOTE
While many orders are processed and shipped sooner, processing times may range between 3–21 business days depending on product type, order volume, and demand.
By placing an order, you acknowledge and agree to these processing timeframes.
SHIPPING INFORMATION
Shipping rates are calculated at checkout based on your location and selected delivery method.
Once your order has been shipped, you will receive a tracking number via email.
Please note:
- Shipping timeframes provided by carriers are estimates only
- Delays caused by the carrier are outside of our control
TRACKING & DELIVERY
Once your package has been shipped:
- The Ella Experience is no longer responsible for delivery delays
- Customers must use the provided tracking link for updates
- Customers are responsible for monitoring delivery status
LOST, STOLEN, OR DAMAGED PACKAGES
The Ella Experience is not responsible for packages that are lost, stolen, or marked as delivered by the carrier.
If your package is lost or damaged, you must file a claim directly with the shipping carrier.
Please retain all packaging and documentation when filing a claim.
We will provide supporting documentation if needed.
ADDRESS ACCURACY
Customers are responsible for entering the correct shipping address at checkout.
We are not responsible for:
- Incorrect addresses
- Failed deliveries due to address errors
If a package is returned, the customer is responsible for any reshipping fees.
SHIPPING AVAILABILITY
At this time, we only ship within the United States.
POLICY AGREEMENT
By completing a purchase, you acknowledge and agree to all policies outlined above.
Failure to review these policies prior to purchase does not qualify for exceptions.