FREQUENTLY ASKED QUESTIONS
Welcome to Elle & Milo Client Services. Below you'll find answers to our most frequently asked questions. Should you require further assistance, our team remains at your service.
ORDERS & PAYMENT
How do I place an order?
Browse our collections and add desired items to your cart. Once ready, proceed to checkout where you'll provide shipping information and payment details. You'll receive an order confirmation via email upon successful completion.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are processed securely through our encrypted payment gateway.
Can I modify or cancel my order after placing it?
Orders may be modified or cancelled within 1 hour of placement. Please contact our Client Services team immediately at support@elle-milo.com. Once an order enters processing, modifications cannot be accommodated.
Will I receive an order confirmation?
Yes. Upon successful order placement, you'll receive a confirmation email containing your order number and itemized details. Please retain this for your records.
SHIPPING & DELIVERY
What are your shipping options?
We offer Standard Shipping (7-14 business days) and Express Shipping (5-7 business days) to addresses within the United States. International shipping times vary by destination.
How much does shipping cost?
Standard Shipping: FREE
Express Shipping: $8.95
Do you ship internationally?
Yes. We currently ship to select countries worldwide. International shipping rates and delivery times vary by destination and will be calculated at checkout.
How can I track my order?
Once your order ships, you'll receive a shipping confirmation email containing your tracking number and carrier information. You may also track your order through our Track Your Order page.
What if my package hasn't arrived?
If your package has not arrived within the expected delivery timeframe, please contact our Client Services team at support@elle-milo.com with your order number, and we'll investigate the matter.
RETURNS & EXCHANGES
What is your return policy?
We accept returns within 30 days of delivery for unworn, unwashed items in original condition with all tags attached. Items must be returned in their original packaging.
How do I initiate a return?
Contact our Client Services team at support@elle-milo.com with your order number to receive return instructions. Please include your order number and reason for return in your message.
Are returns free?
Original shipping charges are non-refundable. Return shipping costs are the responsibility of the customer.
When will I receive my refund?
Refunds are typically processed within 7-10 business days of receiving your returned items. Please allow additional time for the refund to appear in your account, depending on your financial institution.
Do you offer exchanges?
Yes. If you'd like to exchange an item for a different size or color, please contact our Client Services team at support@elle-milo.com. Exchanges are subject to availability.
What items cannot be returned?
Sale items marked as final sale cannot be returned or exchanged. Please review product descriptions carefully before purchasing.
SIZING & FIT
How do I determine my size?
Please refer to our comprehensive Size Guide, which includes detailed measurements for all garments. We recommend measuring yourself and comparing to our size chart for the most accurate fit.
How do your sizes fit?
For the best fit, we recommend consulting our detailed size guide and measuring yourself carefully. Many of our clients find that sizing up one size ensures a comfortable fit, particularly for tailored pieces and dresses.
I'm between sizes. What should I do?
If you're between sizes, we recommend selecting the larger size for optimal comfort and fit. Our size guide provides detailed measurements to help you make the best choice.
Can you help me choose the right size?
Our Client Services team is available to discuss sizing for specific items. Please contact us at support@elle-milo.com with your measurements and any questions about particular pieces.
What if the item doesn't fit?
We accept returns and exchanges within 30 days of delivery for unworn, unwashed items in original condition with tags attached. Please contact support@elle-milo.com to initiate a return or exchange.
PRODUCT CARE
How should I care for my Elle & Milo garments?
Each garment includes a care label with specific instructions. Generally, we recommend following the care label guidance carefully to maintain the quality and appearance of your pieces.
Can I machine wash my items?
Care instructions vary by item and fabric. Please always refer to the care label sewn into each garment. When in doubt, hand washing in cold water or dry cleaning is recommended for delicate pieces.
How should I store my pieces?
Store knitwear folded to maintain shape. Hang tailored pieces on quality hangers. Keep items in breathable garment bags for long-term storage, and ensure adequate spacing in your wardrobe.
CUSTOMER SERVICE
How can I contact Customer Service?
Email: support@elle-milo.com
Response Time: Within 24-48 hours (Monday-Friday)
Our Client Services team is committed to providing assistance with your inquiries.
What should I include when contacting support?
Please include your order number (if applicable), detailed description of your question or concern, and any relevant photos if discussing a specific item issue.
ABOUT OUR COLLECTIONS
Do you restock sold-out items?
Select pieces may be restocked based on availability. Restocking decisions are made on a case-by-case basis depending on demand and supplier availability.
How often do you release new collections?
We introduce new designs regularly throughout the year. Subscribe to our newsletter to receive updates on new arrivals and exclusive previews.
PRIVACY & SECURITY
Is my personal information secure?
Yes. We employ industry-standard SSL encryption to protect your personal and payment information during transmission and storage.
How do you use my email address?
Your email address is used to send order confirmations, shipping updates, and occasional communications about new collections (if you've subscribed to our newsletter). You may unsubscribe from promotional emails at any time.
Still Have Questions?
If your question isn't answered here, our Client Services team is ready to assist. Please contact us at support@elle-milo.com, and we'll respond within 24-48 business hours.
Elle & Milo Client Services
Monday - Friday, 9:00 AM - 6:00 PM EST