Store Policy

Last Updated: September 2026

Welcome to The Ella Experience. By placing an order with us, you agree to the policies outlined below.

Our goal is to provide a smooth, transparent, and elevated shopping experience while protecting the quality and integrity of our products.

Order Processing

Processing time begins after your order has been successfully placed and payment has been confirmed.

Current processing timeframes are:

Accessories & Select In-Stock Products
1 to 3 business days

Ready-to-Ship Hair & Wigs
3 to 7 business days

Standard / Made-to-Order Hair & Wigs
5 to 15 business days

Custom & Signature Units
10 to 21 business days

Business days are Monday through Friday and exclude weekends and observed holidays.

Processing time refers to the time needed to prepare your order before it is transferred to the shipping carrier.

Shipping transit time begins only after processing is complete.

Shipping

The Ella Experience currently ships within the United States only.

We do not currently offer international shipping.

Qualifying wig orders receive complimentary standard U.S. shipping.

Expedited or upgraded shipping options, when available, may require an additional fee.

Selecting expedited shipping does not shorten the processing time required to prepare your order.

Once your order ships, tracking information will be sent to the email address or phone number associated with your purchase.

For complete details, please review our Shipping & Processing Policy.

Ordering for an Event

If you are purchasing hair for a wedding, vacation, birthday, graduation, photoshoot, or other time-sensitive event, we strongly recommend placing your order well in advance.

Processing and carrier delivery times may vary.

The Ella Experience cannot guarantee delivery by a particular event date unless that delivery commitment has been expressly confirmed by our team in writing.

Order Accuracy

Customers are responsible for reviewing all order information before completing checkout.

Please carefully verify:

• Product
• Length
• Texture
• Color
• Density
• Cap size
• Customization selections
• Shipping address
• Contact information

If you notice an error after placing your order, contact us as soon as possible.

We cannot guarantee changes once processing or production has begun.

Order Changes

Requests to modify an order should be submitted as soon as possible.

Depending on the status of the order, we may be unable to make changes involving:

• Length
• Texture
• Color
• Density
• Cap size
• Lace
• Styling
• Construction
• Customization
• Shipping address

If a requested modification increases the cost of the order, the customer will be responsible for the difference.

Cancellations

Orders cannot be canceled once they have been placed.

Many of our products begin processing shortly after purchase or are prepared specifically for each customer.

Please carefully review your complete order before submitting payment.

If you notice an error after ordering, contact us promptly. Certain modifications may be possible before production begins, but cancellation is not available.

No Refunds

The Ella Experience does not issue refunds.

Eligible products may qualify only for exchange or store credit.

Eligibility depends on the product type and condition.

Store credit cannot be converted to cash or returned to the original payment method.

Store Credit & Exchanges

Eligible Ready-to-Ship and select Standard products may qualify for an exchange or store credit when a return request is submitted within 3 calendar days of confirmed delivery.

To remain eligible, hair must be:

• Unworn
• Unwashed
• Uncut
• Uncolored
• Unbleached
• Unaltered
• Free from styling products, oils, fragrance, makeup, adhesive, or other substances
• In its original packaging
• Returned with all security tags, bands, seals, and lace intact

Products that show signs of installation, wear, manipulation, or alteration are not eligible.

Custom, Signature, personalized, or altered products are generally final sale once production or customization has begun.

For complete eligibility requirements, please review our Store Credit & Exchanges Policy.

Hair Extensions & Hygiene

For hygiene reasons, clip-ins, bundles, wefts, and similar hair products must remain unused and in their original condition to qualify for an approved exchange or store credit.

Any applicable hygiene seal, security band, product wrapping, and original packaging must remain intact.

Products that have been installed, washed, colored, cut, chemically treated, styled with product, or otherwise altered are not eligible.

Final Sale Products

The following products are generally final sale:

• Custom units
• Signature units after customization begins
• Personalized products
• Altered products
• Used or installed hair
• Products with removed hygiene or security seals
• Clearance items specifically marked Final Sale
• Gift cards

Any product marked Final Sale before purchase is not eligible for return or exchange unless required by applicable law.

Incorrect Items

If you receive an item different from what you ordered, contact us within 3 calendar days of delivery.

Please include:

• Order number
• Photos of the item received
• Photos of the packaging
• Product label, if applicable

Do not install, wash, cut, color, or otherwise alter the product.

If we confirm that the wrong item was sent, we will provide instructions for resolving the issue.

Damaged or Defective Products

If you believe your order arrived damaged or contains a manufacturing defect, contact us within 3 calendar days of delivery.

Please provide clear photographs and, where appropriate, video showing the issue.

Do not alter, install, wash, color, cut, bleach, style, or chemically process the product before contacting us.

Approved resolutions may include:

• Repair
• Replacement
• Exchange
• Store credit
• Refund

The appropriate resolution will depend on the circumstances and condition of the product.

Human Hair Characteristics

Human hair is a natural product and may have slight variations in:

• Texture
• Wave or curl pattern
• Color
• Density
• Appearance

Minor natural variation does not necessarily indicate a defect.

Some shedding may also occur during normal wear, washing, styling, or maintenance.

Product longevity depends heavily on proper care, installation, styling practices, heat exposure, chemical processing, frequency of wear, and storage.

Product Care

Customers are responsible for following recommended care instructions.

Damage caused by:

• Excessive heat
• Improper washing
• Harsh chemicals
• Bleach
• Coloring
• Improper installation
• Excessive tension
• Cutting
• Alteration
• Neglect
• Improper storage

may not qualify as a manufacturing defect.

Pricing

All prices are listed in U.S. dollars.

Prices, promotions, product availability, and offers may change without notice.

The price displayed at checkout at the time an order is placed is the price applicable to that order, unless there is an obvious pricing or technical error.

Promotions & Discount Codes

Discount codes and promotional offers are subject to the terms stated at the time of the promotion.

Unless otherwise specified:

• Only one promotional code may be used per order.
• Promotions cannot be combined.
• Discounts cannot be applied retroactively to previously placed orders.
• Promotional offers may exclude certain products.
• Promotional offers may end or change without notice.

Products purchased during a promotion are still subject to our standard return eligibility requirements unless clearly marked Final Sale.

Gift Cards

Gift cards are non-refundable and cannot be redeemed for cash except where required by law.

Lost or stolen gift cards may not be replaceable.

Buy Now, Pay Later

Orders placed using installment or Buy Now, Pay Later services remain subject to all The Ella Experience store policies.

Any refund, cancellation, or payment adjustment may also be subject to the policies and processing times of the applicable payment provider.

Fraud Prevention

To protect our customers and business, orders may be reviewed for fraud or payment verification.

We reserve the right to:

• Request additional verification
• Delay fulfillment while verification is completed
• Cancel orders that cannot be verified
• Cancel orders associated with suspected fraud or unauthorized payment activity

High-value orders may also require signature confirmation at delivery.

Chargebacks & Payment Disputes

If you experience an issue with your order, please contact The Ella Experience before initiating a chargeback or payment dispute.

We want the opportunity to review and resolve legitimate concerns directly.

Submitting a chargeback does not automatically invalidate the terms of our policies or the documentation associated with the order.

Lost, Delayed, or Delivered Packages

Once a shipment has been transferred to the carrier, delivery may occasionally be affected by circumstances outside our control.

If your tracking stops updating, your shipment appears delayed, or your package is marked delivered but cannot be located, please contact us.

Our team will assist with reviewing available tracking information and determining the appropriate next steps.

Customers are responsible for providing a complete and accurate shipping address.

The Ella Experience is not responsible for delivery issues caused by incorrect or incomplete address information supplied by the customer.

Privacy

The Ella Experience respects the privacy of our customers.

Personal information collected during checkout and customer service interactions is handled according to our Privacy Policy and applicable law.

Medical or health-related documentation should not be submitted through ordinary website forms unless the form is specifically designated for that purpose through an approved secure system.

Please review our Privacy Policy for additional information.

Intellectual Property

All website content, including but not limited to:

• Product photography
• Videos
• Graphics
• Logos
• Product descriptions
• Branding
• Written content
• Educational materials

is owned by or licensed to The Ella Experience and may not be copied, reproduced, distributed, or used commercially without permission.

Policy Updates

The Ella Experience may update these policies as our products, services, and operations evolve.

The version in effect at the time of your purchase will generally govern your order, subject to applicable law.

The most current version will always be posted on our website.

Customer Support

If you have questions about your order or any of our policies, please contact The Ella Experience through our official customer support channels.

For order-related assistance, please include:

• Full name
• Order number
• Email address used at checkout
• Brief description of your concern

We are happy to help.