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Terms & Conditions
1. General Information
Ella is a fashion brand operated by Excelsior Enterprise.
All content available on this website, including product images, descriptions, photographs, graphics, text, logos, designs, and other materials, is provided for informational and commercial purposes.
Ella reserves the right to update, modify, remove, or discontinue any website content, product, service, price, or policy at any time without prior notice.
While we make every effort to ensure that the information displayed on our website is accurate and up to date, occasional errors or omissions may occur.
2. Intellectual Property
All intellectual property appearing on the Ella website, including but not limited to:
• The Ella name and logo
• Product designs
• Photography and campaign imagery
• Website content
• Graphics and artwork
• Product descriptions
• Marketing materials
• Written content
is owned by or licensed to Ella / Excelsior Enterprise, unless otherwise stated.
No content from this website may be copied, reproduced, distributed, modified, published, or used commercially without prior written permission.
3. Products & Availability
We make every effort to display our products, colors, fabrics, sizes, and availability as accurately as possible.
However:
• Product colors may vary slightly depending on your device or screen settings.
• Fabric appearance may vary due to photography, lighting, and production batches.
• Product measurements may have minor variations.
• Product availability may change without notice.
• Ella reserves the right to discontinue, modify, or limit the quantity of any product at any time.
If an item becomes unavailable after an order has been placed, Ella reserves the right to cancel that portion of the order. Customers will be notified where applicable.
4. Pricing
All prices displayed on the website are in Pakistani Rupees (PKR) unless otherwise stated.
Ella makes every effort to ensure that product prices are accurate. However, in the event of a typographical, technical, or pricing error, Ella reserves the right to correct the error and, where necessary, cancel an order placed at an incorrect price.
If an order is affected by a pricing error, we will contact the customer before proceeding.
Prices may be changed at any time without prior notice.
5. Orders
When you place an order through the Ella website, you are making a request to purchase the selected products.
An order is considered confirmed once it has been successfully processed and, where applicable, verified by Ella.
Ella reserves the right to refuse, cancel, or limit an order for reasons including:
• Product unavailability
• Incorrect pricing or product information
• Suspicious or fraudulent activity.
• Incorrect customer information.
• Repeated refusal of confirmed COD orders.
• Any other circumstances that may prevent us from fulfilling the order.
If an order is cancelled after payment has been received, the applicable refund will be processed according to our refund procedures.
6. Order Changes & Cancellations
Orders may be changed or cancelled only before dispatch. Once an order has been dispatched, it cannot be cancelled or modified.
For customized or specially prepared orders, changes or cancellations may not be possible once production or preparation has begun.
Customers are responsible for reviewing their order details, including:
• Product
• Size
• Color
• Quantity
• Delivery address
• Contact number
before completing the order.
SHIPPING & DELIVERY POLICY
7. Domestic Shipping - Pakistan
Orders within Pakistan are generally dispatched within 2-3 working days after order confirmation.
Standard delivery generally takes approximately 3-7 working days, depending on the destination and courier service.
Delivery timelines may be longer during:
• Sales
• New launches
• Eid and other holidays
• Public holidays
• High volume periods
• Unforeseen circumstances Free Shipping
Free shipping is available on domestic orders above PKR 25,000.
Orders below the applicable free shipping threshold will be charged according to the delivery charges displayed at checkout.
8. International Shipping
Ella currently ships internationally to selected destinations.
International orders generally take approximately 7-15 working days, depending on the destination, customs clearance, and courier service.
International shipping charges are calculated according to the destination and package weight and will be communicated/displayed at checkout where applicable.
Delivery timelines are estimates and may vary due to customs procedures, local regulations, courier delays, or circumstances outside Ella's control.
9. Customs, Duties & Taxes
For international orders, the customer is responsible for any customs duties, import taxes, local taxes, clearance charges, or other fees imposed by the destination country.
These charges are not included in the product price unless specifically stated.
Ella is not responsible for delays caused by customs authorities or for charges imposed by the destination country.
10. Cash on Delivery - Pakistan
Cash on Delivery (COD) is available for customers within Pakistan.
A valid and reachable phone number is required for COD orders.
Customers are required to pay the exact payable amount to the courier upon delivery.
Ella reserves the right to restrict or suspend COD availability for customers with repeated refused, rejected, or undelivered confirmed orders.
11. Prepaid Orders
Customers may pay for eligible orders using the payment methods displayed at checkout.
Available payment methods include:
• Debit/Credit Cards
• Bank Transfer
• Easy paisa/Jazz Cash (Mobile Wallets)
Payment methods may vary depending on the customer's location and the payment options currently supported by Ella.
Payment information is processed through the applicable payment service provider.
12. Delivery Information & Tracking
Customers are responsible for providing accurate and complete delivery information.
Ella is not responsible for delays or failed deliveries resulting from:
• Incorrect addresses
• Incorrect contact numbers
• Incomplete delivery information
• Customer unavailability
• Refusal to accept the package
Once an order has been dispatched, customers will receive tracking information via SMS, email, WhatsApp, or another available communication channel, where applicable.
Ella works with third party courier services and cannot guarantee their exact delivery timelines or handling procedures.
13. Delayed or Undelivered Orders
Although we work with trusted courier partners, delivery may occasionally be delayed due to circumstances beyond our control, including weather, strikes, public holidays, road closures, customs delays, operational disruptions, or other unforeseen circumstances.
Customers should contact Ella Customer Care (0337-0331234) if an order appears significantly delayed or cannot be located using the provided tracking information.
RETURN & EXCHANGE POLICY
14. Returns & Exchanges
Ella aims to ensure that every customer receives their order in satisfactory condition.
Eligible products may be exchanged within 10 days of delivery, subject to the conditions below.
To qualify for an exchange, the product must:
• Be unused
• Be unworn
• Be unwashed
• Have all original tags attached
• Be in its original condition
• Be returned with the original packaging where applicable
Products that show signs of wear, washing, alteration, damage, perfume, makeup, stains, or other use may not be accepted.
15. Size Exchanges
If you have received the wrong size or require a different size, an exchange may be requested within the applicable exchange period, subject to availability.
Customers should contact Ella Customer Care with their:
• Order number
• Product name
• Current size
• Required size
• Reason for exchange Size exchanges are subject to stock availability.
16. Sale & Discounted Items
Sale, promotional, clearance, discounted, or specially marked items may be final sale and may not be eligible for return or exchange, unless otherwise stated at the time of purchase.
Customers are advised to review the product-specific return/exchange information before placing an order.
17. Defective, Damaged or Incorrect Items
If you receive an item that is:
• Damaged
• Defective
• Incorrect
• Missing from your order
please contact Ella Customer Care (0337-0331234) within 48 hours of delivery.
Please provide your order number and clear photographs/videos showing the issue.
Our team will review the claim and, where the issue is verified, provide an appropriate resolution, which may include replacement or exchange subject to product availability.
Issues reported after the applicable reporting period may not be eligible for resolution.
18. Exchange Process
To request an exchange:
1. Contact Ella Customer Care (0337-0331234) within the applicable exchange period.
2. Provide your order number and reason for exchange. 3. Our team will review your request.
4. Once approved, you will receive instructions for returning the item.
5. The item will be inspected upon receipt.
6. Once the exchange is approved, the replacement will be processed subject to availability.
Customers should not send products back without first contacting Customer Care and receiving return instructions.
Ella is a fashion brand operated by Excelsior Enterprise.
All content available on this website, including product images, descriptions, photographs, graphics, text, logos, designs, and other materials, is provided for informational and commercial purposes.
Ella reserves the right to update, modify, remove, or discontinue any website content, product, service, price, or policy at any time without prior notice.
While we make every effort to ensure that the information displayed on our website is accurate and up to date, occasional errors or omissions may occur.
2. Intellectual Property
All intellectual property appearing on the Ella website, including but not limited to:
• The Ella name and logo
• Product designs
• Photography and campaign imagery
• Website content
• Graphics and artwork
• Product descriptions
• Marketing materials
• Written content
is owned by or licensed to Ella / Excelsior Enterprise, unless otherwise stated.
No content from this website may be copied, reproduced, distributed, modified, published, or used commercially without prior written permission.
3. Products & Availability
We make every effort to display our products, colors, fabrics, sizes, and availability as accurately as possible.
However:
• Product colors may vary slightly depending on your device or screen settings.
• Fabric appearance may vary due to photography, lighting, and production batches.
• Product measurements may have minor variations.
• Product availability may change without notice.
• Ella reserves the right to discontinue, modify, or limit the quantity of any product at any time.
If an item becomes unavailable after an order has been placed, Ella reserves the right to cancel that portion of the order. Customers will be notified where applicable.
4. Pricing
All prices displayed on the website are in Pakistani Rupees (PKR) unless otherwise stated.
Ella makes every effort to ensure that product prices are accurate. However, in the event of a typographical, technical, or pricing error, Ella reserves the right to correct the error and, where necessary, cancel an order placed at an incorrect price.
If an order is affected by a pricing error, we will contact the customer before proceeding.
Prices may be changed at any time without prior notice.
5. Orders
When you place an order through the Ella website, you are making a request to purchase the selected products.
An order is considered confirmed once it has been successfully processed and, where applicable, verified by Ella.
Ella reserves the right to refuse, cancel, or limit an order for reasons including:
• Product unavailability
• Incorrect pricing or product information
• Suspicious or fraudulent activity.
• Incorrect customer information.
• Repeated refusal of confirmed COD orders.
• Any other circumstances that may prevent us from fulfilling the order.
If an order is cancelled after payment has been received, the applicable refund will be processed according to our refund procedures.
6. Order Changes & Cancellations
Orders may be changed or cancelled only before dispatch. Once an order has been dispatched, it cannot be cancelled or modified.
For customized or specially prepared orders, changes or cancellations may not be possible once production or preparation has begun.
Customers are responsible for reviewing their order details, including:
• Product
• Size
• Color
• Quantity
• Delivery address
• Contact number
before completing the order.
SHIPPING & DELIVERY POLICY
7. Domestic Shipping - Pakistan
Orders within Pakistan are generally dispatched within 2-3 working days after order confirmation.
Standard delivery generally takes approximately 3-7 working days, depending on the destination and courier service.
Delivery timelines may be longer during:
• Sales
• New launches
• Eid and other holidays
• Public holidays
• High volume periods
• Unforeseen circumstances Free Shipping
Free shipping is available on domestic orders above PKR 25,000.
Orders below the applicable free shipping threshold will be charged according to the delivery charges displayed at checkout.
8. International Shipping
Ella currently ships internationally to selected destinations.
International orders generally take approximately 7-15 working days, depending on the destination, customs clearance, and courier service.
International shipping charges are calculated according to the destination and package weight and will be communicated/displayed at checkout where applicable.
Delivery timelines are estimates and may vary due to customs procedures, local regulations, courier delays, or circumstances outside Ella's control.
9. Customs, Duties & Taxes
For international orders, the customer is responsible for any customs duties, import taxes, local taxes, clearance charges, or other fees imposed by the destination country.
These charges are not included in the product price unless specifically stated.
Ella is not responsible for delays caused by customs authorities or for charges imposed by the destination country.
10. Cash on Delivery - Pakistan
Cash on Delivery (COD) is available for customers within Pakistan.
A valid and reachable phone number is required for COD orders.
Customers are required to pay the exact payable amount to the courier upon delivery.
Ella reserves the right to restrict or suspend COD availability for customers with repeated refused, rejected, or undelivered confirmed orders.
11. Prepaid Orders
Customers may pay for eligible orders using the payment methods displayed at checkout.
Available payment methods include:
• Debit/Credit Cards
• Bank Transfer
• Easy paisa/Jazz Cash (Mobile Wallets)
Payment methods may vary depending on the customer's location and the payment options currently supported by Ella.
Payment information is processed through the applicable payment service provider.
12. Delivery Information & Tracking
Customers are responsible for providing accurate and complete delivery information.
Ella is not responsible for delays or failed deliveries resulting from:
• Incorrect addresses
• Incorrect contact numbers
• Incomplete delivery information
• Customer unavailability
• Refusal to accept the package
Once an order has been dispatched, customers will receive tracking information via SMS, email, WhatsApp, or another available communication channel, where applicable.
Ella works with third party courier services and cannot guarantee their exact delivery timelines or handling procedures.
13. Delayed or Undelivered Orders
Although we work with trusted courier partners, delivery may occasionally be delayed due to circumstances beyond our control, including weather, strikes, public holidays, road closures, customs delays, operational disruptions, or other unforeseen circumstances.
Customers should contact Ella Customer Care (0337-0331234) if an order appears significantly delayed or cannot be located using the provided tracking information.
RETURN & EXCHANGE POLICY
14. Returns & Exchanges
Ella aims to ensure that every customer receives their order in satisfactory condition.
Eligible products may be exchanged within 10 days of delivery, subject to the conditions below.
To qualify for an exchange, the product must:
• Be unused
• Be unworn
• Be unwashed
• Have all original tags attached
• Be in its original condition
• Be returned with the original packaging where applicable
Products that show signs of wear, washing, alteration, damage, perfume, makeup, stains, or other use may not be accepted.
15. Size Exchanges
If you have received the wrong size or require a different size, an exchange may be requested within the applicable exchange period, subject to availability.
Customers should contact Ella Customer Care with their:
• Order number
• Product name
• Current size
• Required size
• Reason for exchange Size exchanges are subject to stock availability.
16. Sale & Discounted Items
Sale, promotional, clearance, discounted, or specially marked items may be final sale and may not be eligible for return or exchange, unless otherwise stated at the time of purchase.
Customers are advised to review the product-specific return/exchange information before placing an order.
17. Defective, Damaged or Incorrect Items
If you receive an item that is:
• Damaged
• Defective
• Incorrect
• Missing from your order
please contact Ella Customer Care (0337-0331234) within 48 hours of delivery.
Please provide your order number and clear photographs/videos showing the issue.
Our team will review the claim and, where the issue is verified, provide an appropriate resolution, which may include replacement or exchange subject to product availability.
Issues reported after the applicable reporting period may not be eligible for resolution.
18. Exchange Process
To request an exchange:
1. Contact Ella Customer Care (0337-0331234) within the applicable exchange period.
2. Provide your order number and reason for exchange. 3. Our team will review your request.
4. Once approved, you will receive instructions for returning the item.
5. The item will be inspected upon receipt.
6. Once the exchange is approved, the replacement will be processed subject to availability.
Customers should not send products back without first contacting Customer Care and receiving return instructions.
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