Shipping policy

SHIPPING 

Orders are typically shipped from Ellie Sue headquarters within 7-10 business days, 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 14 days. Customer is responsible for all shipping charges. All SALE items are final sale and will not be accepted. 

What we need from you in order to process the refund or exchange:

  • Send proof of purchase and reason for return to hello@sweetelliesue.com
  • Ellie Sue's customer relations team will review the product to ensure it is still in new condition, and respond to you within 3-5 business days of your product arriving at Ellie Sue HQ.

Please note:

  • Exchange or return of products which have been discontinued on sweetelliesue.com will not be accepted. 
  • If any item has been opened/washed/used or is not in original packaging, it will not be accepted. 
  • 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.

 

DEFECTIVE PRODUCTS

In cases of manufacturing defects, please follow these steps:

  • Email a photo of the defective product and proof of purchase to hello@sweetelliesue.com within 48 hours of delivery date.
  • Defective product must be unwashed and unused.
  • You will receive a response within 48 business hours.

 

SHIPPING

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 7-10 business days for your order to be processed. 

International - International Orders typically deliver within 10-14 business days but is not guaranteed. Some countries may take longer. We are not responsible for any delays in shipping due to customs.
Your order may be subject to duties and/or taxes, any fees are the responsibility of the customer upon delivery. We do not have any control over these fees and cannot change the declared value of an order.

 

LOST/STOLEN PACKAGES

We are not responsible for any lost or stolen packages. If an order is marked as delivered by USPS, we are unable to replace the order or offer a refund. Always confirm that your address is entered correctly at checkout.
If your package is marked as delivered we recommend talking to your neighbors, local mail carrier, or visiting your local post office because they usually remember if the package was delivered or not, and possibly even know where it could be!

Please contact: hello@sweetelliesue.com if you have any questions.