FAQs

Have questions? The herd is here to help.

Shipping, Returns & Exchanges

Place your order on or before December 17th, 2020 for holiday shipping!

Yes! You will receive a confirmation email after you have placed your order, and another when your order is sent out.

Yes of course! All orders include tracking. The tracking number will be sent to the email that you provided at checkout, as soon as your order ships. Please note that the Order Number is not your tracking number.

Yes! You can enter your tracking number here: https://www.dhl.com/global-en/home/tracking.html

We accept returns for 45 days from the ship date. To make a return, start by visiting our Returns Page (https://returns.ivoryella.com/), where your return will be authorized. You will then receive an email with step-by-step instructions and a prepaid shipping label.

We currently offer exchanges for the exact same product in a different size or color only.

Please allow up to 7 business days from the time your return is delivered to us for the refund to be processed.

If you received an incorrect item or damaged item please visit our Returns Page, within 45 days of placing your order, where your return will be authorized. You will then receive an email with step-by-step instructions and a prepaid shipping label. Please email us directly at support@ivoryella.com, if you have any questions or concerns regarding your return.

Unfortunately, we cannot accommodate returns for customers outside of the U.S through our online return portal. If you would like to return your order for a refund, you will be responsible for any charges incurred when shipping the product(s) back to us.

Site & Shopping

All customers are charged at the time of purchase.

Placing an available item in your shopping cart and/or wishlist does not reserve that item. Available inventory is only assigned to your order after you place your order and receive an e-mail confirmation that we've received your order.

Yes, our mailers are branded and it will be apparent that the package has come from Ivory Ella. Please keep this in mind and observe tracking information when ordering gifts.

When you add Route to your order at checkout you are purchasing insurance for your order. The cost is $1 and if your order is lost, damaged, or stolen, the issue is easily resolved with a few taps, letting you get along with your day.

Right now we are not accepting pre-orders on sold out items. However, you can sign up for restock notifications for specific items on our site, so you will be one of the first to know when the specific item you want is available again. Just choose the style and size shirt you want and click the "Notify Me" button on the product page.

You can enter the gift recipients address as the shipping address when you place an order, but at this time we cannot include gift messages or the option to gift wrap. However, our packing slips do not show the cost of the products that were ordered.

At this time, all of our gift cards are electronic and will be emailed to you after purchase. We hope to add physical gift cards to our store in the future, but at this time cannot offer them.

When you purchase a gift card, they are delivered by email and contain instructions to redeem them at checkout. After ordering a gift card you can print out the page with instructions or forward the email to the individual you are giving the gift card to. You can view our gift cards here.

Discount Codes

Unfortunately only one discount code can be used per order. This includes our free shipping over $80 promotion. If a discount code is used on the order, the cost of shipping will be added back onto the order total. We apologize for any inconvenience.

All of our discount codes are one time use only. If you used this discount code on a previous order, you will not be able to use it again.

Yes you can! However, the total of the order must be over $80 after the discount has been applied to the order.

Yes, we do have some exclusions. Surprise boxes, annual membership, Rainbow Tie Dye Hoodie, Ice Tie Dye Hoodies, Limited Edition Hoodies, all t-shirts with charity donation cannot have discounts applied to them. Additionally, surprise boxes do not qualify for free shipping or count towards the $80 free shipping threshold.

Club Ella Reward Points

The option to leave a review is offered to customers via email usually within a month of purchasing. You may receive an email asking you to review certain products you have purchased, but we cannot guarantee that.

If you do receive an email asking for a review and you write one for us, you will receive club ella points!

You can redeem your Club Ella points, once you have earned certain amounts. Once you earn 500 points, you can redeem for a $5 off code. For 750 points you can redeem for a $10 off code, and for 1000 points you can redeem for a $20 off code. To learn more on how to redeem points, check out the Earn Rewards link at the bottom of the site.

To find out point balances, please sign in to your Club Ella account here: https://ivoryella.com/pages/rewards

You can earn Club Ella points by sharing, buying from, and interacting with Ivory Ella in different ways. You can see all the ways you can earn points by clicking here!

Donations & Ivory Ella

We launched Ivory Ella on April 18th, 2015.

Our warehouse is in Westerly, Rhode Island.

We donate 10% of net profits to savetheelephants.org! Our donations aid in the research of elephant behavior and ecology, the protection of elephants from ivory poachers and traffickers, and in raising awareness of the plight of the elephants.

Occasionally, we create special prints for t-shirts or items where we donate additional money to causes such as: The Breast Cancer Research Foundation, Project Sunshine, Hearts and Bones, and more!

We have donated $1,900,000 to savetheelephants.org and other charitable causes since April 2015!

Product Care & Sizing

Due to the dying process we recommend hand washing all shirts individually in cold water with a mild detergent for the first few washes. After that, please wash the shirt in cold water with like colors. We do not recommend the use of stain removers on our products as it can cause discoloration to the dye.

Check out our detailed fit and size guide for an easy way to determine what will be perfect for you! https://ivoryella.com/pages/fit-guide