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FAQ

Orders

1. What do I do if I have a defective/ incorrect/ missing item(s)?

Please email us at sales@ellysage.com within 7 working days and our team will process an exchange immediately. You are encouraged to attach snapshots of the defect or incorrect merchandise to expedite the exchange process. All returns will follow Ellysage's returns policy. In the event that the defective item is out of stock, customers will be provided the options of a credit refund.

2. Does placing an item(s) into my shopping cart secure my order?

Unfortunately, no. In order to guarantee your item order, you are advised to check out and make payment as soon as you can. Should you face any difficulties, please email us at sales@ellysage.com for further assistance.

3. Do I need to sign up for an account to place an order?

Yes.

Creating an account provides us with your personal details such as your email address and shipping address so you do not have to give us those information every time you shop. Setting up an account will also give you benefits such as order tracking and induction into our loyalty program.

Furthermore, you may save up to 5 mailing addresses in your account, facilitating future orders to be sent to different addresses without having to save over your original information.

4. Can I amend or cancel my order after confirming it?

We are afraid we do not allow changes to be made to your order once it has been placed. This is so that our operations process can run smoothly and efficiently to serve our customers in the shortest time possible.

5. What is the status of my order?

To check on the status of your order, log into your account. Click on "My Account" at the top right corner. Then, navigate to the "Order History" tab. 

The order history of all your orders are stored in your account. This includes all messages that have been sent from our system to your email inbox.

6. What is a waiting list?

Waiting lists are activated when items sell out. By joining the waitlist of a sold out item, you will be notified when the item is restocked.

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