Customer Care

Frequently asked questions.

Ellie Mae gladly accepts returns of full priced items purchased on Ellie Mae’s Online Store within 21 days from the delivery date. Merchandise must be returned in its original condition, and accompanied by its original tags, still attached. Any goods returned not in their original condition may not be returned or refunded.

All Vintage items are eligible for a refund within fourteen (14) days of the delivery date. 

Items purchased on sale may only be exchanged for another size or for store credit only.

We provide free return service on all North American orders. Simply log into your account on and select the order you would like to return. Under Options, select Start a Return and follow the steps to process your refund. If you do not see the option to Start a Return, your item may not be eligible for a refund and you should contact if you feel this is an error. 

If there is a product you see sold out in a size or colour, please fill out the Request a Size option on the product you're looking at. A member of our team will get back to you if we have fabric available!

Totally! We go on our vintage hunt a few times a year, if there’s a t-shirt you’re looking for or a band you love, let us know and we’ll keep an eye out. There’s no promise we’ll find it but we’ll add it to our list and let you know if we’re able to! Email for all requests.

Each style has special care instructions attached to the garment and in the product descriptions on our website. Please follow these instructions carefully. If you have any questions regarding garment care, please reach out to us at

Yes! Currently Ellie Mae ships globally. Shipping rates will be applied at the checkout. Duties and taxes are the responsibility of the customer within their own country.

Standard Canadian shipments usually take 3-5 business days to arrive. Standard shipments to the United States of America typically take 5-7 business days to arrive. Please note, time may vary due to weather, customs, or any unforeseen variables.

For all international orders, items typically take 5-10 business days, depending on the country. 

Express shipping is available for all North American orders.

Orders placed online can be cancelled so long as shipping has not been updated on your order. To cancel your order, visit the My Account section and select the order you would like to cancel. From there follow the steps to cancel your order. For any modifications to your order, please email

Yes! If you are in need of an alteration on your item please email to set up an alteration appointment with our team.  

We are available to support with sizing and fit questions 7 days a week from a many of options! 


Our Toronto store is a great way to speak with the team, simply give them a call or send them a text at 437-224-0904 and a member of our store team will be happy to talk through the size and fit questions you might have. 


You can email our team at and they too will be happy to support.   


Monday – Friday from 9am – 5pm our online chat function is also available! If we're not there, leave a message and someone will get back to you as soon as possible.

For all media enquiries please email

For all wholesale enquiries please email