A list of some frequently asked questions and answers are listed below.

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Payment Options


We accept American Express, MasterCard and Visa.


If you have a PayPal account, you can “Check out with PayPal” in the shopping cart


Shipping Information


Free shipping is available in all major metropolitan Canadian cities as well as select postal codes. Small Parcel delivery will be completed by UPS, FedEx, or Purolator. Depending on your order multiple cartons may arrive. For items shipped small parcel, you will receive your tracking number in order to track your package. Ella + Ross will not be held liable for unanticipated or unforeseen delivery delays beyond Ella + Ross's control.

Orders can be held for a maximum of up to two weeks after which storage fees are applied.

Return Policy


We strive to deliver your purchases in a timely and safe manner. If your merchandise arrives visibly damaged during the delivery process, please notify the delivery team and have it be recorded in the delivery paperwork. Please contact our Customer Service team within 72 hours of delivery to begin the replacement/repair of the damaged item. 

If an order is received damaged or incomplete, please inform a member of our team within 3 days and leave the contents unassembled.

Ella + Ross is not liable for any damage to property resulting from delivery requests including but not limited to inside delivery.


Our mission is to help you find your style with our vast range of products. We offer easy returns within 14 days of delivery, simply contact our Customer Service team with your order details to begin. Please make sure that your items are in as-new condition, remain unassembled and are returned in the original packaging. All returns must be made with the original Ella & Ross packaging otherwise, a repackaging fee of up to 30% will be applied. Returns will incur a standing return shipping fee. All shipping charges are non-refundable.

Once the item is received back it will be inspected by our quality and assurance team to verify its as-new condition. Refunds will be issued after verification is complete. 

Partial refunds or credits will be issued in store credit.

Please note that the entire return process of scheduling the pickup, return transit and inspection typically takes 2-3 weeks.

Non-returnable items:

Custom made or special order items

Assembled and/or modified items

Items without original packaging

Cancelling An Order

You may cancel any order before it ships.

Simply email us at orders@ellaandross.com to begin a cancel order request. Restocking delivery fees may apply if you cancel your order after it has been shipped.

Privacy Policy


Personal Information we collect in connection with your use of EllaandRoss.com: name, email, telephone number, payment information

Your Personal Information is used to send you your order, to process and collect your payment and to send you promotional marketing, including updates and special offers which you can opt out of at any time. You will receive emails concerning your order fulfillment and shipping.

EllaandRoss.com does not share your personal information with anyone except in the financial processing of your payment and in the delivery of your order.

General Information we collect when you visit us may include, browser information, operating system information, device information, TCP-IP address and the date, time, length of stay and pages visited on EllaandRoss.com

Still Need Help?

Can’t find your answer here?
Send us an email and we’ll be happy to assist you.