Shipping and Delivery
At Ella & Ava Miami Beach, we aim to process and deliver every order as quickly and accurately as possible. This policy explains our processing times, estimated delivery times, shipping charges and procedures for delivery-related issues.
Shipping Destinations
We currently ship to addresses within the United States only.
Customers are responsible for confirming that their delivery address is complete and accurate before placing an order.
Order Processing Time
Orders are normally processed within 1–3 business days after payment has been successfully completed.
Business days are Monday to Friday, excluding public holidays.
Processing may occasionally take longer during sale events, peak periods, high order volumes or security and payment-verification checks.
Once an order has been processed and dispatched, the customer will receive a shipping-confirmation email containing the available tracking information.
Estimated Delivery Time
After processing, the average estimated transit time is 3–7 business days.
Including processing and estimated transit, most orders arrive within approximately 4–10 business days after payment has been successfully confirmed.
Delivery times are estimates and are not guaranteed. Delays may occur because of:
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High order volumes or sale events
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Carrier delays
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Weather conditions
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Public holidays
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Incorrect or incomplete delivery details
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Events outside our reasonable control
Ella & Ava Miami Beach cannot guarantee delivery on a particular date unless this has been expressly confirmed in writing.
Shipping Origin
Orders are shipped directly from our supplier and international fulfilment network in China.
Because orders are shipped internationally, tracking may occasionally pause while parcels are transferred between carriers, consolidated for transportation or handed to a local delivery provider.
A temporary pause in tracking does not necessarily mean that the parcel has been lost.
Shipping Costs
Standard shipping within the United States is free unless otherwise clearly stated at checkout.
Any charges for optional expedited, premium or alternative shipping services will be displayed before the customer completes payment.
Tracking Information
Tracking information will be emailed once the order has been dispatched.
Customers should allow time for the tracking system to activate. In some cases, it may take several business days before the first movement appears.
Tracking updates are provided by third-party carriers. Updates may be delayed while a parcel is:
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Being transferred between international and domestic carriers
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Moving through a route-consolidation facility
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Awaiting its next carrier scan
Customers are responsible for monitoring the tracking information and following any delivery instructions issued by the carrier.
Orders Shipped in Multiple Parcels
If an order contains multiple items, the items may occasionally be shipped separately.
Customers may therefore receive more than one parcel and more than one tracking number for the same order. Separate parcels may also arrive on different dates.
Address Changes and Incorrect Addresses
Customers must review their delivery information carefully before submitting an order.
Address corrections must be requested by emailing info@ellaandava.com within 24 hours of placing the order.
We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.
The customer is responsible for failed delivery, misdelivery or loss caused by an incorrect, incomplete or outdated address provided when placing the order.
If a parcel is returned or cannot be delivered because of an address error, additional shipping charges may apply before the order can be sent again.
Order Cancellations After Dispatch
Once an order has been dispatched, it cannot be cancelled or stopped while in transit.
The customer must wait until the order has been physically delivered and then follow the authorised return process.
Refusing delivery or returning a parcel to the sender address shown on the packaging is not considered an authorised return.
Parcels Delayed in Transit
If a parcel has not been delivered within the estimated timeframe, customers should first review the latest tracking information.
If there has been no meaningful tracking update for an extended period, please contact info@ellaandava.com with your order number so we can review the shipment and, where appropriate, contact the carrier.
A delay does not automatically mean that a parcel has been lost. A refund or replacement cannot be confirmed while an active carrier investigation is still ongoing.
Parcels Confirmed Lost in Transit
If the carrier confirms that a parcel has been lost before delivery, we will review the available evidence and provide an appropriate resolution in accordance with our policies and applicable consumer law.
Customers may be required to confirm their delivery address and complete any declarations or documents requested by the carrier before the claim can be processed.
Parcels Marked as Delivered but Not Received
If tracking shows that a parcel has been delivered but the customer cannot locate it, the customer must contact us so the delivery information can be reviewed.
The customer may be asked to:
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Confirm the delivery address
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Check with household members and neighbours
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Check any safe place or reception area
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Contact the local delivery carrier
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Provide available doorbell or security-camera footage
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Obtain a police report or crime reference number if theft is suspected
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Provide any declaration or documentation required for a courier claim
A delivered tracking status does not automatically qualify an order for a refund or replacement.
We must first review the tracking history, proof of delivery, delivery photograph and any other available evidence. We cannot progress a courier claim if the customer does not provide the information or documentation required for the investigation.
Damaged Parcels or Items
If a parcel or item arrives damaged, the customer must contact info@ellaandava.com as soon as possible and before returning or disposing of the item.
Please provide:
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The order number
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A clear photograph of the complete item
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Close-up photographs or video showing the damage
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Photographs of the external packaging
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A photograph of the shipping label
We will review the evidence and provide the appropriate next steps. Customers must not return a damaged item until they have received written return instructions.
Refused, Unclaimed or Failed Deliveries
Customers are responsible for monitoring their shipment and responding to any delivery instructions or collection notices issued by the carrier.
A parcel that is refused, left unclaimed or returned because the customer was unavailable is not automatically eligible for a refund.
Refused or unclaimed parcels are not considered authorised customer returns. If a parcel is returned to a courier facility, fulfilment centre or sender address, we cannot guarantee that it can be recovered or processed as a return.
Any refund for a refused or unclaimed parcel will only be considered if the parcel is successfully returned to and received at our authorised international return facility and passes inspection. Any applicable return, handling or redelivery costs may be deducted where permitted.
Returns Information
For complete returns information and guidance, including eligibility, deadlines, return costs and refund procedures, please visit our Return and Refund page.
Contact
For shipping or delivery enquiries, contact:
Please include your full name, order number and tracking number so we can assist you as quickly as possible.