STORE POLICY
Hey Gorgeous!
Please review our store policies prior to placing an order. This includes our Shipping Policy and our Refund Policy. If you have any additional questions, please contact us via email and allow 24-48 hours for a response.

Product Details:

Our custom/signature units come in size S,M,L (refer to the size chart). Please be sure that you are measuring your head correctly to ensure that you select the appropriate size. *The Ella Experience is not responsible for any improperly fit units*. We recommend ensuring you have a flat foundation for more accurate measurements.

REFUND POLICY

Due to hygiene and safety laws, all sales are final and we have a strict no return and no refund policy for all items.

For hygiene reasons, we are also unable to offer exchanges. However, in the unlikely event that there is an error on our end and you receive the wrong item, we will be happy to either offer you store credit equal to the sum of your unit/units and exchange it for you. This policy will apply as long as the below conditions have been met.

1. You must notify us by email within 7 days of receipt of your order

2. Your order must be returned within 10 days of receipt

3. Unit must be returned in its original packaging, lace uncut (using a tracked service to be paid by the sender).

If the unit has been altered or damaged in any way by the recipient a refund or exchange will not be issued. 

SHIPPING POLICY

Orders are only shipped out during business days. Business days include Mon-Fri, and do not include weekends, public holidays, or announced vacation times. Shipping times are estimates only. In the case of an unprecedented delay, we would be sure to contact you. Please be aware of possible delays due to *COVID-19*. The shipping carrier’s Estimated Times of Arrival are independent of The Ella Experience’s Shipping Terms. Once packages are shipped off via Shipping Carrier, we no longer have control or access to your package. For the exact ETA of your packages please refer to your tracking # and tracking link. We do not offer refunds for failure to review our Shipping and Tracking policy prior to purchasing.

Estimated Shipping times

Ready-To-Ship Items 
1-7 business days

Custom Signature Units
10-21 business days

Shipping Rates
The Shipping Rate would be calculated at checkout.

Lost, Stolen and/or Damaged Packages
The Ella Experience LLC is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim. Any order disputes regarding lost or stolen packages WILL be backed with proof of purchase, as well as our store policies.

International Shipping Policy
We do not currently ship outside of the U.S.