How do I place an order with Ellana?
Visit the website, browse, and add desired items to cart. Proceed to checkout, enter shipping, billing info, and choose payment method. Review order, apply discount codes if available, then confirm purchase. An order confirmation email will follow shortly.
Is free shipping available?
Free shipping is offered for orders of ₱800 and above after discounts. Exceptions may apply during special promotions.
How much is regular shipping?
Regular shipping costs ₱99 for all local addresses. This applies both within and outside Metro Manila.
When are orders processed?
Orders are processed Monday to Friday only. Those placed after 3 pm, on weekends, or holidays are processed the next working day. Processing does not occur on weekends or holidays.
Can I change my order after checkout?
Changes to orders are allowed within 1 hour of placement. Customers should contact the Customer Service team for assistance.
How do I request a replacement or return?
Contact Customer Service within seven days of receiving items for replacements or returns. Provide order number, proof of purchase, image of product, and reason for request.
How does the replacement process work?
Upon approval by the Customer Service Team, provide shipping address for replacement. Replacement will be dispatched within 2-7 working days upon confirmation.
How long for refunds not due to defects or shipping issues?
Refunds not related to defects or shipping damage, need approval from the Head of Ecommerce. Processing can take up to 15 working days, possibly longer during holidays.