Frequently Asked Questions About Shipping

1Why don't you ship to my country?

Currently, we ship to the following countries.

United States
Canada
Australia
Mexico
France
Germany
Italy
New Zealand
England / United Kingdom
Japan
Greece
Brazil
Netherlands
Denmark
South Africa
Portugal
India
Spain
Peru
Argentina
Belgium
Sweden
Norway

Over the next several months, our shipping platform will expand to include many more.

If you are interested in buying personal Ellie Lilly gear and your country is not on the list please contact us at help@ellielilly.com to inquire about getting your country added.

2Where is my order?
Refer to our shipping page for processing, production and shipping times.
3What is the refund and exchange policy?

Ellie Lilly products are made to order. Refunds and exchanges will only be provided for defective merchandise, otherwise, all sales are final.

When ordering shirts please make sure you view the size guide and order accordingly.

4Can I change/edit my order once it's been placed?

Contact us ASAP at support@ellielilly.com with your name, order number and email address you used when you placed the order. If a change, edit or cancellation is possible, we will attempt to do everything in our power to make it happen.

Once an order is sent to production, the order can no longer be canceled, changed or edited in any way (this includes mailing address.)

No cancellations nor address changes are possible during the holiday season.

5Who do you ship with?

Each of our print vendors partner with different shipping carriers.

Based on the item(s) ordered and the location our print vendors will choose which shipping carrier is best for your order.

Some of the shipping carriers used are:

  • UPS
  • USPS
  • Asendia
  • DHL
  • RR Donnelley IPA Service
  • FedEx
  • Royal Mail
  • Australia Post

6Only one of my items purchased arrived.
Items are produced by several vendors and shipped directly from their facilities. For this reason, some of your products may arrive separately.
7What packaging do you use?
We use four types of plain packaging, which are cardboard boxes, tubes, polyethylene bags or mailing envelopes.