Frequently Asked Questions

When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time is usually 3-4 business days.

Where will my order ship from?
We utilize a fulfillment partner with facilities worldwide!

My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at merch@jamesonellis.com with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at merch@jamesonellis.com.

I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at merch@jamesonellis.com within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at merch@jamesonellis.com!

Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at merch@jamesonellis.com with photos of wrong/damaged items and we’ll sort that out for you.

Can I exchange an item for a different size/color?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it’s possible that an item you ordered was mislabeled. If that’s the case, please let us know at merch@jamesonellis.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!

To learn more about our Return policy, click here.