"Questions About Orders

How do I place an order on ellasilla.com?

To place your order, select the desired item(s) and the appropriate size/color and click "Add to Shopping Bag". Your Shopping Bag will appear on the right-hand side of the screen, and can be accessed elsewhere on the site by clicking the Shopping Bag icon in the top right-hand corner. Once you have made your selection, please click "Proceed to Checkout" to complete your delivery and payment details. When your order has been confirmed, you will receive an Order Confirmation email.

The item(s) I had in my Shopping Bag have disappeared, what can I do? Regretfully, it is not possible for us to reserve items in your Shopping Bag. If an item has disappeared from your Shopping Bag, this may mean that it is no longer available. In this instance, you can sign up to be notified if the item becomes available again by using the "Notify Me" button. If the "Notify Me" button is not available, you can contact our Customer Care to enable an ambassador to assist you.

We also invite you to contact our Customer Care team to inquire about in-store availability for sold out items.

What is a preorder, and how can I place one? We are excited to allow our online customers to purchase our newest collections early by placing a preorder on ellasilla.com. A preorder can be placed if the item(s) shown are not immediately available for shipment. Items offered for preorder will be clearly marked as such, and will display an estimated shipping date for your reference on their product pages. Please note that these dates are not guaranteed and the actual shipping date may vary for any given preorder item.

When placing a preorder, the item(s) purchased are reserved for you and will be shipped as soon as they become available. You will be charged for the total amount of all preorder items purchased at the time of shipment.

I haven't received my order confirmation email, has my order been confirmed? If you haven't received an order confirmation email within 1 hour of placing your order, we recommend checking your spam or junk email folder. You can also search for our email address "OnlineCustomerCare@ellasilla.com". If you are still unable to find your order confirmation email please contact our Customer Care team and an Ambassador will be able to assist you.

Where is my order shipped from? Orders from ellasilla.com are shipped from our warehouses. The warehouse that will ship your order is determined based on availability of the item(s) purchased and cannot be selected or changed. We request that you allow sufficient delivery time as some orders may require international shipping for this reason.

Why am I receiving multiple shipments for the same order? If you have placed an order for multiple items you may receive multiple shipments for the same order. This will occur if the items purchased are held in different warehouse locations. For each shipment you will receive a Shipping Confirmation email with the corresponding tracking details.

Where is my order?****

If you have an account you can check your order's shipping status by going to My Orders in the My Account area.

At the time of checkout you will receive an Order Confirmation email. You will receive another email once your order has shipped containing tracking information which you can use to follow your shipment's progress.

Once your order has been dispatched you can follow its progress by clicking the tracking link in the Shipping Confirmation email.

Should you have require any further assistance in tracking or locating your order, please get in touch with our Customer Care and an Ambassador will be delighted to assist you.