Frequently Asked Questions
TRY ON SERVICE
How does your 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.
Ordering the second size is easy—just select your second size in the scroll down menu under OPTIONAL (it’s right next to the size scroll down menu). We will ship both sizes out, and you have five days after your package is delivered to try on the two sizes and send back 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 fifth day after delivery, you will only be charged for the item you keep.
What if I don’t return the second size within the five-day period?
If you do not return the second size within the five day period (again, that’s five 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 five-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. Also, some of the pants are made to fit quite snug, so if you’re into a looser fit, order a size larger than normal. If you want any help with figuring out which size will work best for you, please shoot us an email at firstname.lastname@example.org.
Do I have to use the try-on service?
Of course not! If you know your size (love ya returning customers!), please go ahead and just order the size you want.
PRODUCT DETAILS & CARE
Where do you make your products?
AELLA is proudly made in the USA in Los Angeles, California.
What’s the deal with your fabric (i.e., why does it feel so awesome)??
Research, experimentation and experience led us to the signature Italian jersey that is our foundation. With flawless fit, feel and shape, this warp-knit jersey is woven like a fabric to balance durability, stretch (without shine) and lifetime color retention. This fabric is manufactured using sustainable processes that minimize waste and water usage. You've made the world a better place just by putting us on.
How do I wash my AELLA stuff?
All of our products are MACHINE WASHABLE. That’s right, no more dry cleaning hassle or bills! You just need to:
- Machine wash cold with like colors in the gentle cycle without bleach
- Lay flat to dry
- Cool to warm iron as needed
Also, if you’re still into dry cleaning, you can certainly do that as well, but just know that you can actually wash them at home.
Where can I wear my AELLA clothes?
Everywhere! Although our clothes are made to be worn during the work week, they seamlessly transition into evening and the weekend. Since our fabric is wrinkle resistant, our clothes are perfect for traveling. Some of our customers even work out in our clothes!
That being said, some of our styles fit snug, so if you work in a REALLY conservative office, you may find that those styles are best suited for casual Fridays or for those days that you just need to wear comfortable clothes regardless of the dress code.
What’s my size?Please use the comparative size guide below to find the right AELLA style for you.
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. If you want to run any questions by us about sizing, just email us!
I’m tall, will the pants for long enough for me?
Most of our pants are long enough to still look cute on our tall customers! We do want to note that the Classic Flares may not be long enough to wear with heels if you are 5’9” and over, and the Signature Ankle Skinny is a touch higher on your leg (but still cute). All of the inseams are noted on the product pages for the pants, but if you have any additional questions, email us!
What payment methods do you accept?We are pleased to accept the following methods of payment:
- AMERICAN EXPRESS
I want to ship my order to California, are you going to charge me for sales tax?
Yup, we are required to charge sales tax to orders shipped within California.
SHIPPING & ORDER PROCESSING
What is your shipping policy?
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 this is to ensure that we can maintain our fantastic customer service, including complimentary returns!
- Ground Shipping: $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, 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 (yeah, extra fees will apply to that too).
Please note that the $5 shipping charge applies if you return 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.
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?
We try to send out orders within three business days (subject to product availability) of order receipt. Once we ship it out from our warehouse, 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 or call us during regular business hours, Monday through Friday, 9AM to 6PM PST.
A customer representative will respond to your email within 24 hours.
If you are calling outside of regular business hours, leave a message and we will return your call promptly.
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 email us at email@example.com and notify us which item(s) you will be returning or exchanging. Then, using the return label and envelope included in every order, send us back the item(s) you are returning or exchanging.
Please note that returns will only be accepted within the 21-day period following delivery of your item(s) and the item(s) must be unworn and in their original condition.
Refunds are issued as soon as product is received and usually takes about 2 weeks to process through the payment method.
We may ask you for additional feedback to learn more about your AELLA experience.
PROMO CODES & GIFT CARDS
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 contact us for assistance via email or phone above.
What does a lady have to do to get a gift card around here?
If you would like to purchase a gift card, please email us at firstname.lastname@example.org. Please note, the recipient will likely love you forever.
ACCOUNTS & NEWSLETTERS
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.
Why aren’t you answering the email I sent email@example.com?
Our customer service email is actually firstname.lastname@example.org (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 email@example.com.