Frequently Asked Questions

What is the delivery time for my order?

When you place an order with Eilly & Rose, the delivery time may be a little different from what you are used to. Because our products are shipped directly from our suppliers, we are able to save significantly on storage and transportation costs — which is how we keep our prices so competitive.

The average delivery time is 5 to 10 business days (Mon–Fri, excluding public holidays).

What should I do if I have not received my order yet?

Due to the high demand for our products, your order may occasionally arrive a little later than expected. We appreciate your patience. If the delivery window has passed and you still have not received anything, please send an email to support@eillyandrose.com and we will look into what happened to your package.

I want to exchange or return my order — how do I do this?

To initiate a return, simply contact our customer service at support@eillyandrose.com. Please include your name, order number (e.g. #2026) from your confirmation email, and the reason for your return. We will then provide you with the return address and confirm the return. Once that is done, you can send the product to us via a carrier of your choice.

What are the return shipping costs?

Unfortunately, return shipping costs are at your own expense. The exact cost will depend on the carrier you choose. Please consult the website of your preferred carrier for more information on their rates.

What are the conditions for returning my product(s)?

A return period of 30 days applies, starting from the day you received the item. However, the following conditions must be met:

  • The return period has not yet expired;

  • The product is in its original packaging with all tags still attached;

  • The product has not been used.

Which payment methods can I use?

We accept payments via credit and debit card (Visa, Mastercard, American Express), PayPal, Shop Pay, Apple Pay, and Google Pay. If you are unsure whether your payment method is accepted, simply proceed to the checkout page to view all available options.

All transactions are processed through secure and trusted payment systems and are 100% safe.

What if I have not received a confirmation email for my order?

That should not happen. Please send an email with your full name and email address to support@eillyandrose.com and we will sort it out for you quickly.

Can I cancel my order?

If you would like to cancel your order for any reason, please send an email to support@eillyandrose.com as soon as possible. Include your name, order number (e.g. #2026) from your confirmation email, and the reason for the cancellation.