FAQ
What does Ella Carry sell?
Ella Carry is an online handbag store offering handbags and shoulder bags designed for casual wear, work, travel, and everyday use. We serve customers throughout the United States.
Where does Ella Carry ship?
Ella Carry currently ships within the United States only. International shipping is not currently available.
How long does shipping take?
Orders generally require 1–3 business days for processing, followed by 5–8 business days for transit. The estimated total delivery timeframe is approximately 6–11 business days.
Which carriers does Ella Carry use?
Depending on the order and destination, Ella Carry may ship orders through USPS, UPS, FedEx, or DHL. The carrier is selected by our logistics team.
Will I receive tracking information for my order?
Yes. Once your order has been shipped, tracking information is provided by email. Tracking details are typically generated and sent within 24–48 hours after dispatch.
How can I contact Ella Carry about my order?
You can contact us at support@ellacarry.store. For order-related questions, please include your Order Number and the email address used during checkout so our team can locate your order more efficiently.
What are Ella Carry's customer support hours?
Our customer support and business hours are Monday through Friday, 09:00 AM–05:00 PM (GMT-05:00).
Can I change or cancel my order after placing it?
Please contact us as soon as possible if you need to change or cancel an order. Requests are reviewed based on the order's processing status. Once processing or carrier handoff has begun, changes or cancellations may no longer be possible.
What payment methods does Ella Carry accept?
Available payment methods include American Express, Apple Pay, Diners Club, Discover, Google Pay, Mastercard, PayPal, Shop Pay, and Visa. Available payment options may vary depending on location and payment provider.
Is my payment information secure?
Ella Carry uses third-party payment providers and security measures such as SSL. Ella Carry states that complete payment card or bank account details are not captured, processed, or stored on its internal servers. However, no online transaction can be guaranteed to be completely secure.
Can I return an item?
Yes. Eligible products may generally be returned within 30 calendar days from the date the carrier marks the order as Delivered, subject to the Return & Refund Policy.
What condition must an item be in to qualify for a return?
Returned items must be unused, unworn, and in their original condition. The original packaging, dust bag, tags, accessories, and other included materials should be retained. Items showing customer-caused damage, stains, scratches, excessive wear, or alterations may not qualify.
How do I request a return?
Before sending anything back, contact support@ellacarry.store to request return authorization. Do not send an unauthorized return to the business address. Our support team will provide the appropriate return instructions and designated return facility information.
What if I receive a damaged or incorrect item?
Please contact us within 48 hours of receiving the order. Include your Order Number, clear photos of the item and outer shipping packaging, along with a brief explanation of the issue. If the issue is confirmed as a shipping damage, defect, or Ella Carry error, an approved return may qualify for a prepaid return label.
Who pays return shipping?
For an approved return caused by a damaged, defective, or incorrect item, Ella Carry may provide a prepaid return label. For a change-of-mind return or other customer-requested return, the customer is responsible for the return shipping cost.
Does Ella Carry charge a restocking fee?
No. Ella Carry's restocking fee is $0.
Can I exchange an item for another one?
Ella Carry does not offer direct exchanges. If eligible, you can return the original item for a refund and place a new order for the item you want.
How long does a refund take?
After the returned item is received and inspected, approved refunds are generally processed within 10 business days. Your bank or payment provider may require an additional 3–5 business days for the refund to appear.
Where will my refund be sent?
Approved refunds are issued to the same original payment method used for the purchase. Ella Carry does not normally send an approved refund to a different card or account.
What happens if my package shows as delivered but I cannot find it?
Please contact Ella Carry as soon as possible. We may work with the carrier to investigate the delivery. Resolution will be handled according to the applicable shipping and return policies.
What should I do if I entered the wrong shipping address?
Please contact Ella Carry as soon as possible. Address changes depend on the order's processing status. Once processing or carrier handoff has begun, changes may no longer be possible. If an incorrect or incomplete address causes a package to be returned, additional shipping charges may be required before reshipment.
Where is Ella Carry located?
Ella Carry
73-04 196th St
Flushing, New York 11366
United States
Email: support@ellacarry.store
Business Hours: Monday–Friday, 09:00 AM–05:00 PM (GMT-05:00)