FREQUENTLY ASKED QUESTIONS

DO I NEED AN ACCOUNT TO PLACE AN ORDER?
No, no need for an account to place an order. However, we recommend that you register for an account to start adding pieces to your Wishlist, but, you can also place and track orders as a guest and sign up at a time that suits you.
I NEVER RECEIVED MY ORDER AND MY TRACKING SHOWS DELIVERED, WHAT DO I DO?
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.

We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).

Elle Jamilla does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered. If you would like to review additional details regarding our Shipping Policies please click here.

PROMOTIONS & DISCOUNTS
Can’t use your discount code? Here’s maybe why:
• The code expired (we have limited-time offers). 
• You can only use one code at a time.
•  Double check your delivery; some codes only work with specific delivery options.
• Check for typos.
• Make sure the offer can be used for what you’re purchasing.
HOW CAN I PAY FOR MY ORDER?
We accept the following payment cards: Visa, MasterCard and American Express. Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf. When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorization to take payment from your account.
PAYMENT ERROR
If you receive an error message, make sure you’ve entered the correct details and make sure to contact your bank first! If you’re still having issues, please contact us and include the following:
• What operating system you use (ex. Windows, Mac)
• What internet browser you used
• What payment method you used
• A description of the problem and what time the problem occurred.
• If you receive an error message, please include it in your message.
HOW MUCH WILL I BE CHARGED FOR SHIPPING?
Delivery rates for products depends on the Shipping method and Destination and it's divided into two zones: Zone 1 & Zone 2 and you can get a shipping cost estimate of your product at checkout before proceeding for payment.
HOW DO I TRACK MY PACKAGE?
Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way.

You can track your order by clicking here using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us.

Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order page. If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History'.

WHAT DO I DO IF I RECEIVED AN INCORRECT ITEM?
To get this fixed for you ASAP please head to our 'Contact Us' section where you can drop us an email or you can reach us via private message on Facebook.
When you message, please include the following information:
• Your name
• Order number
• Product name and code of the item ordered
• Product name and code of the item received
• Picture of the incorrect item and a description of the incorrect item received
If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.
Please do not return the item to us without speaking to our Customer Care team.
WHAT DO I DO IF I RECEIVED A FAULTY ITEM?
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our 'Contact Us' tab, to help us get this fixed for you ASAP. When you first contact us please include the following information;
Your Name, Order Number, Product Name and Code, Picture of the fault and a Description of the fault.
The product name and code can be found on your order confirmation email.
If you contact us via the 'Contact Us' tab please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.
WHY CAN’T I FIND AN ITEM THAT WAS ADVERTISED?
Our products are popular and sell out fast! Check out our latest products here.
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