Orders are typically shipped from Ellie Sue headquarters within 1-2 weeks, unless otherwise noted on the product listing. For orders including pre-order items, all items will be shipped together once pre-order items are in-stock. Orders will not be split into separate shipments.
RETURN & EXCHANGE POLICY
Returns and exchanges apply only to products purchased on sweetelliesue.com.
Any product purchased from sweetelliesue.com that you are unsatisfied with and is in new/unworn/unwashed condition may be refunded for the full purchase price (to the original purchaser) or exchanged within 30 days. Customer is responsible for all shipping charges. Any item returned without the muslin bag it is received in, will be received as a gift and not refunded/exchanged.
All SALE items are final sale and will not be replaced if any damage is found after 48hrs of delivery. There will be no exceptions.
What we need from you in order to process the refund or exchange:
- Send proof of purchase and reason for return to email@example.com
- Ellie Sue's customer relations team will review the product to ensure it is still in new condition, and respond to you within 3 business days of your product arriving at Ellie Sue HQ
- Exchange or return of products which have been discontinued on sweetelliesue.com will be eligible for store credit only.
- Ellie Sue reserves the right to refuse to process a return, based on the condition of the returning product. If the product is deemed non-returnable, Ellie Sue will deny the return and the customer will be responsible for shipping fees if they would like the original product returned to them.
- Proof of purchase can take many shapes and forms: order number, receipt, eReceipt, gift receipt, or shipping invoice
- Items purchased as a gift and returned will be refunded to the original purchaser, not the gift recipient.
In cases of manufacturing defects, please follow these steps:
- Email a photo of the defective product and proof of purchase to firstname.lastname@example.org within 48 hours of delivery date.
- Defective product must be unwashed and unused.
- You will receive a response within 24-48 business hours.
- Any item that has been washed, dried, or used in any way is not valid for replacement or exchange. Including if damage is found within 48hrs of delivery date.
All orders within the USA will ship via USPS first class mail, or 1-3 day priority mail for quilts and orders of 3+ swaddles. Please allow 5-7 business days for your order to be processed.
We are not responsible for any lost or stolen packages, always confirm that your address is entered correctly.
If your package is marked as delivered we recommend talking to your neighbors or local postman because they usually remember if the package was delivered or not, and possibly even know where it could be!
Please contact: email@example.com if you have any questions.