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.

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?

We charge a flat $5 shipping & handling fee for all Ground orders. Every order comes with a return label and exchanges are complimentary.

Please note that for exchanges, the shipping is complimentary for the first round of shipping only.

If you are a part of the A-Squad Perks and have at least 100 points, you are eligible for free shipping. If you have an account with us, that means you are automatically enrolled in our A-Squad Perks program, so make sure to log in and see how many points you have.

 

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

Ground Shipping: $5.00
- Receive your order 7-10 days within placing the order. Shipping & handling fee is non-refundable.

Express Shipping: $22.00
- Receive your order 2-3 days within placing the order. Shipping & handling fee 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, 10AM to 5PM 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 trying on a second size- free of charge- so that you can find your perfect fit. Our Try-On Service is available for our Signature pant styles and other year-round styles.  The Try-On Service is NOT available for seasonal or limited-edition styles due to limited inventory!

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.

Please note that we cannot provide the Try-On Service for international orders. We do not yet have the capability to provide return postage for international orders. If you are unsure about your sizing, please go ahead and order two sizes or inquire about detailed sizing information through our Customer Service (customerservice@aella.co).

 

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 Pant Guide to help your decision-making process and sizing information on each product page. Just FYI, our sizing is very similar to Theory and slightly smaller than J.Crew. 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.  

 

Do you offer Try-On Service for international orders? 

Unfortunately, we are not able to support Try-On options for international orders at this time. If you select try-on sizes in your order, we will not be able to fulfill that optional size, so please choose your size carefully!

Sizing

What is your sizing like?

Our sizing is very similar to Theory and a little bit smaller than J. Crew. Our Size 4 corresponds to a jean size 27 (so if you wear a size 27 in Rag & Bone or JBrand, then our Size 4 would be your size). We also include the sizing information for each product under the "Fit" tab in the product description.

 

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. If you create an AELLA account, you are automatically enrolled into our A-Squad Perks program, which gives you AELLA cash and other perks for shopping with us! 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. This is not the same thing as creating an account. 

 

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.

A-Squad Perks

What is A-Squad Perks?

AELLA’s Loyalty Program to reward you for shopping with us. By joining you get automatic benefits including saved checkout information and purchase history. You’ll earn points for purchases, engaging with us via social media, and referring friends. Use points to earn discounts off purchases - the more you collect the more you save.

 

Who can join?

Anyone with an account is automatically enrolled.

 

 How do I earn points?

To earn points from purchases, log into your A-Squad perks account prior to purchase. To view other ways to earn points, log into your A-squad Perks account and visit the “Earn Points” tab of the loyalty program panel.

 

 How do I view my point balance?

Log into your A-Squad perks account to see how many points you have.

 

How do I redeem my points?

Log into your A-Squad perks account and select the “Redeem Points” tab. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward.

 

Is there a limit to the number of points I can earn?

No. Earn as many as you can!

 

What do the 'approved', 'pending' and 'cancelled' statuses mean?

**Approved:** These points can be redeemed on rewards immediately

**Pending:** These points are need to be verified before you can redeem them. This typically applies to purchases and referrals. There is a 30-day approval period for points earned from purchases, to account for potential returns. There is also a 30-day approval period when your friend purchases after you refer then, this allows us to account for potential refunds.

**Cancelled:** These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled)

 

What happens if a friend I refer cancels or returns their order?

You only receive points if your friend keeps a portion of or all of their AELLA order. If they cancel or return their entire your pending points will become cancelled and will be removed from your account. This helps us to prevent fraud.

 

Why did my account balance go down?

You, or someone you referred, cancelled or returned a purchase.

 

I completed an activity but didn't earn points!

It can sometimes take a few minutes for us to process your activity and provide your points.

 

Can I use my points during checkout?

Not directly - please redeem your points for a voucher, which can then be applied during checkout.

 

How do I leave the program?

If you no longer wish to earn points, please contact us at customerservice@aella.co and ask to be unenrolled. We'll unenroll you and you will lose any points you have accrued.

 

What happens if I leave and decide to join again?

Just contact us and we'll re-enroll you. However, your point total will begin from zero.

 

I’ve purchased from AELLA for years. Why doesn’t my points match up to my lifetime spend?

You’ll be rewarded for purchases (minus returns and refunds) made from January 1, 2017 to present.

 

Can I combine my A-Squad Perks rewards with other promotions?

No. You cannot combine earned A-Squad perks with other promotions. We only allow use of one promotion code per order.

 

How do I know if I moved up a tier in the A-Squad Perks program?

We keep track of how much you spend with us over time. We’ll send you an email every time you hit a new tier. Expect this email to come appx. 30 days after you qualify to move up, this allows us to account for returns and cancelled orders.

 

VIP & Elite customers receive shipping credit. What is that?

We charge a flat-rate shipping cost of $5.00 for every order. Each December, VIP & Elite customers will receive the amount they spent on shipping for the calendar year returned to them in the form of AELLA credit.

 

VIP & Elite customers receive a surprise annual gift. What is that?

We’re happy to gift our most loyal customers with a complimentary gift each year. In order to receive this gift, we must have your mailing address. Please ensure your mailing address is in our system by logging into your A-Squad Perks account, clicking “view addresses” and adding a new address if one is not visible.

 

Elite customers receive a Seasonal Uniform Box. What is that?

Each season, Elite customers that “opt-in” to receiving our seasonal uniform box will receive a box of our newest styles in their size. They can try on each style, keep what they love, and send back what they don’t. They’ll only get charged for what they keep. Shopping simplified!

 

To become an Elite member of the squad, you must spend $900 or more with AELLA. If you’re already an Elite customer and want to opt-in to receiving the Seasonal Uniform Box, please text your first & last name + “I want in!” to 866-960-1265 or email customerservice@aella.co

 

Where can I report a problem or give feedback?

Please contact us via email 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.