FAQs

Returns & Exchanges

What is your return policy?

We know that it doesn’t always work out. That's why we offer complimentary returns on all domestic orders. If you want to return an item (other than the second size through our Try-On Service, which is subject to the policies noted in that section), please use the return label and envelope included in your order send us back the item(s) you are returning or exchanging.

Please note that returns will only be accepted within the 30-day period following delivery of your item(s) and the item(s) must be unworn and in their original condition.

We may ask you for additional feedback to learn more about your AELLA experience.

 

Will I receive a full refund?

If your item(s) are returned within the 30-day period following delivery of your order, you are eligible for a refund. Shipping charges are non-refundable. If you return all or some of the items from your order and the final order value is less than $175, then the $5.00 shipping charge applies. You will be refunded the full cost of your items minus $5.00 for shipping. Please note that this $5.00 charge allows us to continue offering complimentary try-on sizes, returns, and exchanges.

Refunds are issued as soon as product is received and usually takes about 2 weeks to process through the payment method.

 

What’s your policy for exchanges?

If you’d like to try a different style or a different size, please email customerservice@aella.co or call us at 1-866-960-1265 with your order number and desired item for exchange before placing the exchange in the mail.

Complimentary exchange shipping only apply to the first round of exchanges.

Shipping

What is your shipping policy?

In order to maintain our complimentary return & exchange service, our shipping policy is as follows:

Ground shipping on all domestic orders over $175 is complimentary. For orders under $175, we charge a small shipping and handling fee of $5.00. Please note that the $5 shipping charge applies if you return all or some of the items from your order and the final order value is less than $175.

Complimentary returns and complimentary exchange shipping only apply to the first round of shipping. Once an order has been returned once, we cannot provide additional complimentary return postage.

 

How soon after placing my order should I expect my package?

Ground Shipping on orders over $175: $0.00

- Receive your order 7-10 days within placing the order.


Ground Shipping on orders under $175: $5.00
- Receive your order 7-10 days within placing the order. This is non-refundable.

Express Shipping: $22.00
- Receive your order 2-3 days within placing the order. This is non-refundable.

If you want your order even faster than that, please email us at customerservice@aella.co, and we will try to get it out as fast as possible (extra fees will apply). If you’re in the Los Angeles area, we may be able to messenger the clothes over to you at an additional cost.

 

What about International Shipping?

International shipping is available for a flat fee. Please note that we cannot provide complimentary return shipping or the Try-On Service for international orders.

International Shipping: $25.00
- Receive your order 6-15 days within placing the order.

 

How fast do you ship orders out of your warehouse?

It is our policy to send out orders within three business days of order receipt (subject to product availability). Once shipped, order tracking information will be emailed to you. 

 

How do you process orders?

Orders placed Monday through Friday before 10AM PST/1PM EST will begin processing that day. Orders placed after 10AM PT/1PM EST will begin processing the next business day.

Orders are shipped within 3 days of order receipt.

You will receive emails from us when:

- Your order is received and confirmed.
- Your order is shipped.

 

What if I want to change my order?

If you wish to modify your order, we will do our best to accommodate your requests. Please email us at customerservice@aella.co or call us at 1-866-960-1265 during regular business hours, Monday through Friday, 9AM to 6PM PST.

If you email us, a customer representative will respond to your email within 24 hours. If you are call us outside of regular business hours, please leave a message and we will return your call promptly.

Try On Service

How does the try-on service work?

For those who are new to our brand, we offer the option of providing a second size to try on- free of charge- so that you can find your perfect fit.

Simply select your second size, we recommend trying one size up, and we’ll ship you both pants. You have seven (7) days after your package is delivered to place in the mail whichever size that doesn’t work out for you, unworn and undamaged. So long as you put your optional size in the mail in our return envelope by the seventh day after delivery, you will only be charged for the item you keep.

 

What if I don’t return the second size within the seven-day period?

If you do not return the second size within the seven (7) day period (again, that’s seven days AFTER your package is delivered), then you will be charged for the item. We will also have to charge you for the second size if it comes back with signs of wear or damage.

 

Can I wear the second size out and about during the seven-day period?

You can if you want to buy both sizes! However, if you only want to buy the item in one size, the size you don’t want must be in unworn and undamaged condition. Otherwise we will have to charge for the worn but returned item.

 

How do I know which two sizes to order?

We know that finding your size can be tricky! So we have our handy Fit Guide in our FAQ page, as well as some pointers on the individual product pages. If you want any help with figuring out which size will work best for you, please email us at stylist@aella.co.

 

Do I have to use the try-on service?

Of course not! If you know your size, you can simply opt out of receiving a second size pant by not selecting a size in the second size area of the product page.  

Product Care

How do I wash AELLA clothing?

All of our products are machine-washable: no more dry-cleaning hassle or bills! Please adhere to the following care instructions:

PANTS

- Machine wash cold with like colors in the gentle cycle without bleach
- Matte Skin products (Ankle Skinny and Leggings) should be laid flat to dry. All other pants can be tumble-dried on lowest setting
- Cool to warm iron as needed

TOPS

- Machine wash with like colors
- Tumble dry on low

JACKETS

- Machine wash with like colors
- Matte Skin products should be laid flat to dry. All other jackets can be tumble-dried on lowest setting

If you prefer dry cleaning, you can certainly do that as well. Just know that you can wash each AELLA item at home.

Sizing

I’m petite, will the clothes fit me?

Probably! Many of our petite customers are able to order their usual size and simply alter the length of the pants or make minor alterations to the blazers.

Our most petite friendly pants are the Ankle Skinny and Short Flare. The Cigarette Pant & Trouser each feature a straight cut leg and can easily be hemmed to your desired length. Further Questions? Email us at stylist@aella.co

 

I’m tall, will the pants for long enough for me?

Most of our pants are long enough for our tall customers. Our most tall-friendly style is the High Waist Flare with a 35” inseam. The Ankle Skinny will hit ladies 5’8” and above a bit higher on the leg, but it is still a great look! All of the inseams are noted on the product pages for the pants. Further Questions? Email us at stylist@aella.co.

Stylist

How long does it take to receive my pant recommendation?

A real, living human is hard at work synthizing customer needs and providing a personal recommendation for pant silhouette based on body type and wardrobe needs. This takes time. For any requests submitted, please allow 2 business days for us to provide you a personalized recommendation. Don’t worry, the peace of mind will be well worth the wait!

 

I didn’t receive my recommendation...

First, please ensure that stylist@aella.co is added to your address book, and check your SPAM folder. If you don’t see it there, please send us a note at stylist@aella.co.

 

How accurate are these recommendations?

By combining years of AELLA customer data with technical design details, our stylists have extensive experience in assisting customers in finding the right AELLA pant silhouette for their body type & wardrobe needs. However, there are always exceptions to the rule. We’ll do our best to recommend the best pant for you based on your answers, but there’s always a chance that the pant doesn’t work out.

If that happens, please let us know. Your feedback helps us to improve our recommendations.

 

What if I have follow up questions?

We’d be happy to answer any questions you have. Please email us at stylist@aella.co, we can arrange for one of our stylists to call you.

Accounts

Can you tell me more about an AELLA account and the newsletter?

An AELLA account gets you instant checkout, easy order tracking and access to your order history. Sign up for an account here.

The AELLA newsletter gets you instant access, news and exclusives as soon as they happen. We’ll only send you the important stuff, we promise.

 

Why aren’t you answering the email I sent to customerservice@aella.com?

Our customer service email is actually customerservice@aella.co (no M). If you accidentally sent it to another email address, just forward us over that email, and we will work on your request ASAP.

 

Don’t see your question here or want more answers?

Please email us at customerservice@aella.co.

Promo Codes

How do I use my promo code?

You may redeem your promo code during your check-out process once you have entered your billing and shipping addresses.

If you promotion code does not work, please proceed with placing your order to ensure you secure your item. We’d hate for it to go out of stock while you’re waiting for assistance! Then, contact us via email at customerservice@aella.co or by phone at 1-866-960-1265 for further assistance.