Frequently Asked Questions

We want you to be happy with what you receive. We know that sometimes a different size, colour, or item is needed. You’re welcome to exchange any full-price item within 30 days of your order date.

To be eligible, items must be unworn, unwashed, and unused, with all original tags attached and in their original sealed packaging. Items purchased as part of a set must be returned as a complete set.

You can exchange for another size, a different item, or receive store credit valid for 3 months. For example, if your shoe size is unavailable, you can swap for clothing or a toy of equivalent value instead.

Sale items are strictly non-exchangeable and non-returnable. This applies even when a sale item is purchased as a gift. The recipient will not be able to exchange it.

Yes. If you’d prefer not to come in, we can arrange courier delivery of your replacement item for S$5, once we have received the original item back from you.

To get started, email us at contact@theellystore.xyz with your order number. Our team will respond within 3 business days with instructions. You are responsible for the cost of sending items back to us. We recommend using a trackable courier.

Once we receive and verify your returned item, we will issue store credit as a gift card valid for 3 months, excluding original shipping costs, or dispatch your replacement via standard courier.

Personalised items cannot be exchanged once purchased, as they are made especially for you.

We do not offer refunds in cash or back to your original payment method. All eligible returns are issued as store credit.

Yes. At checkout, select shipping and choose your preferred collection point. You’ll receive an email once your order is packed and ready.

One Holland Village
7 Holland Vlg Wy, #02-43/44, Singapore 275748
Collect any time during store opening hours.

The Elly Office
12 Lorong Bakar Batu, #04-01, Singapore 348745
Collection hours: 9am to 12 noon, and 2pm to 5pm.

Please email us at contact@theellystore.xyz or call 9628 1037 as soon as possible. If your order has not yet been collected by the courier, we’ll do our best to help.

Orders containing personalisation cannot be amended once placed. If your order has already been dispatched, you’re welcome to bring it in for an exchange within 30 days of your order date.

We are sorry about that. Please get in touch with us as soon as possible at contact@theellystore.xyz.

Please examine your order upon delivery and notify us of any discrepancies or defects within 30 days of purchase for a valid exchange or resolution.

It depends on the code. Some codes cannot be combined with other codes or offers, so please read the terms of each code before you use it. If your order total is S$100 and above after discounts are applied, you will still qualify for free standard shipping.

We restock our core products regularly, though some seasonal styles may not return. Sign up for a restock notification directly on the product page, or email us with the item and size you’re after.

You have up to 6 months to collect your order. If you need it sent to you instead, please contact contact@theellystore.xyz and we can arrange courier delivery.

Orders left at a collection point for more than 30 days will be returned to our office. We will send you a reminder at the one-month mark. Items remaining uncollected after 6 months from the date of purchase may be disposed of.

Standard courier delivery is free for orders of S$100 and above after discount codes are applied. Orders under S$100 are charged S$5 for standard delivery. Collecting from our store is free.

We dispatch orders within 2 business days. During sale periods, dispatch can take 5 to 7 business days. Once your order has been dispatched, standard delivery in Singapore takes 1 to 3 business days.

Personalised items need 1 to 3 extra working days before they are dispatched.

Yes. Express delivery costs S$18 and arrives 1 business day after dispatch. Choose it at checkout.

Yes. We ship to 27 countries outside Singapore using FedEx. Enter your address at checkout to see the delivery rate for your country.

Bulky items, such as baby gift sets, can only be delivered within Singapore.

All prices are in Singapore Dollars (SGD) inclusive of GST. GST is charged on orders shipped within Singapore.

In store: Cash, NETS, PayNow, PayWave, VISA, Mastercard, AMEX, JCB, and Elly Store gift vouchers.

Online: Credit card and PayPal.

Check that your billing details, including your security code and billing address, match what your card issuer has on file, and that your card has not expired.

Your card issuer may have flagged the transaction, so it is worth checking with them directly. If the issue persists, contact us at contact@theellystore.xyz.

If Shopify flags the transaction as a risk, we will cancel the order and refund payment.

Yes. Our flagship store carries our latest clothing, shoes, and toys at One Holland Village, #02-43/44, 7 Holland Vlg Wy, Singapore 275748.

Due to space constraints, not everything available online will be in store. If you’re after something specific, contact us for a stock check before you visit.

Our One Holland Village store carries the widest range of our in-house label elly, as well as our shoes and toys collections. Selected elly clothing is also available at our stockists.

Absolutely. Drop us an email, text, or direct message and we’ll be happy to assist. You can reach us here.

Yes. Elly Rewards lets you earn points with every purchase and unlock rewards as you grow with us. Visit our rewards page to find out more.

Yes. Elly Member is free, and you receive 50 bonus points when you sign up.

You earn 1 point for every S$1 you spend. Points are earned on Disney | elly and sale items too.

Sign in to your Elly account and swap your points for a cash voucher: 250 points for S$5 off, 400 points for S$10 off, 700 points for S$20 off, or 1,000 points for S$50 off. Your unique code is emailed to you. Enter it at checkout, or tell our team in store before you pay.

See our rewards page for the full list of benefits.

Look for “Personalisable” or “Free Personalisation” on the product page. Our range includes baby gift sets, nursery and bath-time pieces, clothing, Disney | elly favourites, beanies, bomber jackets and our Keepsake Gift Box. Browse everything in Personalised Gifts.

On the product page, fill in the personalisation field before you tap Add to Cart. Type the name exactly as you would like it to appear, and double-check the spelling and spacing.

If you cannot see the personalisation field, please contact us before ordering and we will help.

It depends on the product. Beanies are embroidered, our Keepsake Gift Box is hand stamped, and bomber jackets come with iron-on letter and number patches. Each product page explains how that item is personalised.

Items in our gift sets are personalised free of charge. For pieces sold on their own, such as blankets, swaddles and sleeping bags, personalisation is an add-on. You will see the price on the product page before you add it to your cart.

Yes, for our ready-made patches and vinyls. At One Holland Village, we can apply them while you wait on Pop Mickey & Friends Baseball Tees, Bomber Jackets, Create your own Tee, Travelogue and SG Track.

Yes. We ship personalised items overseas. Please allow 1 to 3 extra working days for personalisation before your order is dispatched. The Keepsake Gift Box is available for Singapore orders only.

Our Disney | elly tees, customised with two vinyl designs that you choose. They come in kids’ and adult sizes, so the whole family can match. In store at One Holland Village, we make it on the spot. Create your own Tee.

Lovingly crafted by the Elly personalisation team, this sturdy keepsake box is hand stamped with your chosen name.

Yes. Character limits vary by product and are shown on each product page. Spaces between letters count as a character.

If you have an unusual or non-standard text request, contact us at contact@theellystore.xyz before placing your order.

Personalised items need 1 to 3 extra working days before they are dispatched, on top of our usual dispatch time.

No. Orders containing personalisation cannot be amended once placed, so please check spelling and spacing carefully before you check out.

Personalised items are made especially for you, so they cannot be exchanged or returned. If there is a mistake on our part or a fault with the item, contact us within 30 days at contact@theellystore.xyz and we will make it right.

Yes. Add a Gift Box to your order for S$4 and we will wrap everything before it is sent. Selected Elly Rewards tiers include complimentary gift wrapping. Visit our rewards page for details.

Yes. On our Create Your Own Baby Gift Set page, start with a Gift Box, then choose from clothing, swaddles, blankets, sleeping bags, bamboo pillows, sensory toys, bath time essentials and milestone cards. Everything goes straight into your cart.

If you would rather have it done for you, browse our Classic Gift Sets or Deluxe Keepsake Sets. Every set is presented, gift wrapped and ready to give.

Yes, for full-price items. They can exchange within 30 days of the order date for another size, a different item, or store credit valid for 3 months. Items must be unworn, unwashed and unused, with all original tags attached.

Jellycat sizes are measured from the top of the animal’s head to the bottom of their heel. This means that features like a bunny’s ears are not included in the measurement.

Each Jellycat is wonderfully unique. No two will look exactly alike. There are natural variations in facial features, fur, and stuffing that make every toy special. We are unable to select or predict how any individual toy will look.

Not all Jellycats are suitable for babies. Check the age recommendation on the product page when ordering online, or the hang tag in store, before purchasing for a young child.

Yes, this can happen. Some Jellycats arrive with a little excess fur from the production process. Give the toy a good shake before passing it to your child so any loose fur can fall away first.

Unless the sew-in label states otherwise, surface wash with mild soap and cool water. Some soothers and comforters are suitable for a cool machine wash. Always check the sew-in label first.

For more detailed guidance, including how to dry and care for Jellycat fur, see our Care Guide.

We are unable to provide dustbags for all Jellycats. When Jellycat sends us a toy in a dustbag, which they do for certain sizes, we will include it with your order.

From 1 September 2025, we are no longer permitted to personalise Jellycat toys. If you’d still love something unique, we offer a range of other personalised gifts.

Baby styles are sized in months (from 3M), kids' styles in years (from 2Y up to our tween sizes), and adult styles from XS to XXL.

Every elly product page has its own size chart, because the fit changes from style to style. Our measurements are taken with the garment laid flat, so the chest measurement is across the front only, and allow for a 0.5 inch variation.

Take a piece your child (or you) already wears and loves, lay it flat, and measure across the chest and from shoulder to hem. Compare those numbers with the size chart on the product page.

Many product pages also tell you the model’s age, height and the size they are wearing, which is a helpful guide.

Size up. Children grow quickly, and a slightly roomier piece will be worn for longer. For newborn gifts, 3M or 6M is a safe choice.

Items named “Adult”, such as Adult Tees and Adult Baseball Tees, are unisex. They follow men’s sizing with a relaxed fit. Our pullovers, hoodies and bomber jackets are cut oversized.

Ladies’ and men’s styles follow the size chart on each product page.

Twinning as a family? Choose each person’s size separately from the matching kids’ and adult styles. Not every print comes in every adult style, so check the product page for the twinning pieces available.

Yes. See our Bralettes and Racerback Size Guide and our Innerwear Size Guide. Innerwear cannot be exchanged, so please check the guide before ordering.

Start with How to Measure Your Child’s Feet, then use the guide for your brand: Biomecanics, Bobux, Garvalin, KEEN, Native, Old Soles, Pediped and Tip Toey Joey.

Always check the care label first, as care varies by material. As a rule: wash in cold water with a mild detergent, wash with similar colours, place delicate pieces in a mesh laundry bag, and air dry in the shade. Avoid bleach, dry cleaning and tumble drying.

For step-by-step guides, visit our Care Guide.

Most elly clothing is cotton or cotton jersey. Hand wash or cold machine wash, ideally inside out and in a mesh bag to protect the prints. Wash with similar colours, do not soak, then reshape and air dry.

Hand washing is recommended. If you use a machine, choose a cold, gentle cycle and a mesh bag. Do not soak or use organic detergent. Air dry and avoid tumble drying, which can shrink and weaken bamboo fibres.

Rinse in cool fresh water as soon as possible after the pool or beach, to remove chlorine, salt and sunscreen. Hand wash gently, do not wring, and dry flat in the shade.

Hand wash in cold water inside a mesh bag and do not wring. Lay knitwear and beanies flat to dry so they keep their shape. Hang tulle dresses to dry and gently fluff the layers once dry.

For embroidered pieces and iron-on patches, wash inside out on a cold, gentle cycle and avoid ironing directly over the personalisation. Keep the hand-stamped Keepsake Gift Box dry and wipe it with a soft, dry cloth.

Leather shoes, such as Tip Toey Joey and Old Soles, should not be machine washed or soaked. Wipe clean with a damp cloth and let them air dry naturally, away from direct sun and heaters.

EVA shoes, such as Native, can be washed with mild soap and water. Keep them away from high heat, like a hot car or direct sun, as this can shrink or warp them. Spot clean canvas and mesh shoes with mild soap and a soft brush, then air dry.

Wipe wooden toys, such as Plan Toys, with a damp cloth and dry straight away; do not soak them. Green Toys are dishwasher safe. For Jellycat, see the care advice in our Jellycat section above.