Frequently Asked Questions
The questions we actually get. Every figure on this page is the same figure that appears in our policies.
Ordering
Do I need an account, and what if the confirmation email never arrives?
No account is needed; checkout works as a guest and that is the only route this store offers. You get an order confirmation by email, then a shipping confirmation with the tracking link. If neither arrives, check spam first, since that is where it usually is. If it is genuinely not there, the address may have a typo in it: write to support@ellerhurstandco.com with the name and the rough time of the order and we will find it.
Can I change or cancel an order after placing it?
Before the order enters processing - email us within the same business day, before 2:00 PM CST/CDT (Central Time). After that the order is being picked and we cannot pull it back. You can still return it after delivery under the Return & Refund Policy.
Shipping
What does shipping cost?
Free shipping on orders over $100. Below $100 it is a flat $8.00 per order regardless of how many items you buy. There are no handling fees or surcharges added later.
How long will my order take, and is there a cut-off?
1-2 business days of processing (Monday to Friday, excluding US federal holidays) plus 5-8 business days of delivery (Monday to Saturday), so 6-10 business days from order confirmation. There is a cut-off: orders placed on a processing day before 2:00 PM CST/CDT (Central Time) start processing the same day, while later orders and orders on weekends or US federal holidays start on the next processing day.
Where do you ship?
The United States only. The checkout decides: if a country cannot be selected there, we cannot ship to it yet.
How do I track my order?
Every order ships with tracking, and you can look the status up on our Track Order page at any time. The tracking link is sent by email as soon as the parcel leaves the warehouse. If it has not arrived, look in spam before writing to us. Full detail is on our Track Order page.
Returns and refunds
How long do I have to return something?
14 days from delivery. The window starts on the delivery date shown by the carrier.
How do I start a return, and what condition must the item be in?
Email support@ellerhurstandco.com before sending anything back. You get the return address with the confirmation. Please do not send anything back before you have that confirmation, because unannounced parcels are hard to match to an order and slow the refund down. Send items back unworn, unwashed, with original tags attached and in the original packaging where possible, and try things on the way you would in a fitting room.
Who pays for return shipping?
If you changed your mind, you do. If the item is faulty, damaged in transit or not what you ordered, Ellerhurst & Co. pays the return shipping.
When do I get my money back?
Once the return arrives and has been checked, we refund within 5 business days after the return arrives and has been checked to your original payment method. How fast it then appears depends on your bank.
Product and sizes
Which sizes do you carry?
Sizes are shown on each product page and only the sizes actually available for that piece are listed. Sizes are written the same way across the whole store, so an L is written as L everywhere and never as Large on one page and L on another.
Do you have a size chart with measurements?
No. We do not publish measurements or a size chart because we do not have verified figures for these pieces, and an invented chart is worse than none. If you are between sizes, write to support@ellerhurstandco.com before ordering and we will tell you what the listing actually shows.
What is the fabric, and how do I care for it?
We do not state fibre content or care instructions. We describe what the photographs show: cut, neckline, sleeve, visible length, pattern, fastening and color. Where a knit or a weave is clearly visible we name that, and where it is not we leave it out rather than guess.
Is the color on screen accurate?
It is close, but screens vary. A shade can read warmer or cooler on your display than in daylight. The color names on the product page match the swatches, and each color shows its own photographs.
Payment
Which payment methods can I use, and when am I charged?
PLATZHALTER_ZAHLARTEN: Die Liste der akzeptierten Zahlarten wird EINMAL aus dem echten Storefront-/Checkout-Render gezogen und danach hier, in den Payment-Icons, in der FAQ und in den Terms identisch eingesetzt. Eine Handliste ist nach Auftragsregel verboten. You are charged when you complete checkout, not when the parcel ships. If we cannot fulfil the order afterwards, you are refunded in full to the same method.
Getting in touch
How do I reach you and when?
By email at support@ellerhurstandco.com, by phone on +1 (650) 247-4204, or through the contact form. Support is available Monday to Friday, 9:00 AM to 3:00 PM CST/CDT (Central Time), and those hours apply to email and to phone alike. We answer within 1 business day.
Contact
Brand name
Ellerhurst & Co.
Business address
Corvex Commerce LLC
30 N Gould St STE R
Sheridan, WY 82801
United States
Warehouse
1207 Delaware Ave #265
Wilmington, DE 19806
United States
Email
support@ellerhurstandco.com
Phone
+1 (650) 247-4204
Support hours
Monday to Friday, 9:00 AM to 3:00 PM CST/CDT (Central Time)
These hours apply to email and to phone.