FAQ

We process and ship all in stock items within 1-3 business days with standard ground shipping. We do not ship on weekends or holidays. Once your order ships, you will receive a shipping confirmation email with your tracking number. Ground shipping typically takes 2-5 business days depending on location.

For pre-order items, please check the product page for estimated in-stock date. Orders will then ship approximately within 7 business days from our in-stock date.

Some items may have future ship dates. That information can be found on the product page. You will be contacted via email regarding any changes to the status of backordered items in your order. 

In the event that a back-ordered item is part of your order, we may ship your order in multiple packages. 

If we must cancel an item from your order for any reason, we will notify you via email and your method of payment will be refunded for the canceled item.

Read more about our story here: https://ellieandbecks.co/pages/preorder-info

Once your order is ready to ship, you will receive a shipping confirmation email with your tracking number. This will be a separate email from your order confirmation email that is sent immediately after you order from us.

If there are any changes that need to be made to your order, please email customercare@ellieandbecks.co as soon as possible with the request. We'll try our best to accommodate you but please note that once orders have started processing or have been already shipped, we can not make changes to it.

We accept all major credit cards, Paypal, ShopPay, GooglePay, MetaPay.

Unfortunately, we can not combine discounts. Only one discount code may be used per order. In addition, we can not honor discount codes for orders made before or after promotion periods.

Standard shipping is free within the contiguous United States for purchases over $100 (after all discounts or promotions are applied, excluding Alaska & Hawaii).

Some oversized items are excluded from free shipping and will be noted in the product details. Shipping is then calculated based on weight and distance from our warehouse.

We currently only ship to Canada and we have our own Canadian website. Please go to www.ellieandbecks.ca to shop. All Canadian orders are shipped from our Calgary warehouse.

For all other countries, we are currently working on international shipping options. Please email us at customercare@ellieandbecks.co for information and assistance in placing an order.

Please note that international shipping is not offered for any of our oversized pieces.

We accept returns within 30 days of delivery. Please note that final sale items are not eligible for return.

Items must be in new, undamaged condition. They also must be returned in our original, protective packaging to ensure your return arrives safe and sound.

Please email us at customercare@ellieandbecks.co to initiate the return. Please include your full name and order number in your inquiry.

Please allow 48 hours for returns to be processed once received at our warehouse.

Once your refund is processed, it may take 1-5 business days to show up in your account. Refunds will be credited to your original form of payment.

You can return your gift for an exchange or store credit for up to 30 days. Please email us at customercare@ellieandbecks.co If you have a packing slip,we will need your order number. If you don’t have this information, we’ll just ask you a few questions and match it up with the original order. And not to worry – we won’t notify the original customer of the return.

Email us at customercare@ellieandbecks.co and include your name, order number, and the item(s) you'd like to exchange. Customers are responsible for new shipping charges, except in the event of receiving an incorrect or damaged item.

Items marked Final Sale are not eligible for an exchange/return.

We stand by the quality of our products but we do know damages may happen on occasion. Please open and inspect all items within 3 days of delivery. If you have any quality concerns, please reach out to our customer care team at customercare@ellieandbecks.co and they will assist you on getting a replacement item. For damaged items, please include your order number, a photo of the damages in your email, as well as a photo of the outer package your item arrived in.

Please email our customer care team at customercare@ellieandbecks.co and tell us your name and order number and the details of your issue so we can help you resolve the issue.

Yes, the design process is our favorite part about Ellie & Becks. We sketch our initial design ideas, and work with our partners to bring them to life.

In addition to our products, we also carry thoughtfully curated products from other brands.

Yes, our products are third-party tested and CPSC safety & certified and follow ASTM standards.

Rattan is a completely natural material that requires little processing. It is simply steamed or boiled and shaped by hand, then finished with a water-based non-toxic lacquer.

Yes, rattan is a beautiiful and planet-friendly material! You can read more about it here.

All of our artisan partners source their rattan and wood materials from certified sources.

Yes. The Miniland, Minikane and Paola Reina manufacturers use a vanilla scented vinyl on its dolls. This scent will unlikely fade completely over time. Please keep this in mind before you purchase if you or your child is sensitive to certain smells.

Mini Colettos are made with unscented Eco-friendly and non-toxic (phthalate-free) soft vinyl.

Yes! Please reach out to us and fill out this form and we will help you set up an account: Here

Yes! Please reach out to us and fill out this form and we will help you set up an account: Here