Frequently Asked Questions
A little extra information to help you order with confidence! Still have a question? Reach out at ollieandellaco@gmail.com — we’re happy to help.
What does Ollie & Ella Co. offer?
We create embroidered and custom-printed apparel for little ones and adults, including personalized outfits, cozy sweatshirts, seasonal favorites, and gifts. We’re a small, family-run business, and every order means so much to us.
When will my order ship?
Our current processing time is 5–7 business days, unless otherwise noted in the product description. Processing time is the time we need to prepare your order; shipping time is additional.
Preorders and select specialty items may have different timelines. Please check the product description before ordering, especially if you need your item for a special occasion.
Can I get my order by a specific date?
Please get in touch with us before placing your order if you need it by a certain date. We’ll let you know whether we can accommodate your request.
Selecting faster shipping does not shorten production time.
How do I personalize my item?
If personalization is available, enter your details in the fields on the product page. Depending on the item, you may be able to choose a name, font, or thread color.
Please double-check spelling and all selections before checking out. We’ll use the information you submit to create your item.
For monograms, follow the listing’s instructions carefully to ensure the correct letter order.
Can I request a different color or a custom design?
We’d love to hear your idea! Contact us before ordering to discuss available garments, thread colors, and design options.
Custom requests depend on supply availability and whether the design is suitable for our production methods. We can only accept artwork we’re permitted to reproduce.
How do I choose the right size?
Please use the size chart provided in each listing, as sizing varies by brand and garment style.
For the best fit, compare the measurements with a similar item you already own and love. If you’re ordering for an upcoming holiday or event, keep that timing in mind when choosing your little one’s size.
Will my item look exactly like the photos?
Listing photos may include digital mockups to help you picture the finished item. Design placement and scale can vary slightly depending on garment size and style.
Screen settings may also affect how garment and thread colors appear. Small variations are part of the character of custom-made items.
Do you offer local pickup?
Yes! Free local pickup is available in Columbus, Georgia. Select local pickup at checkout when available.
We’ll contact you with pickup instructions once your order is ready. Please wait for your ready-for-pickup notification before making arrangements to collect it.
How much does shipping cost?
Shipping charges are shown at checkout before you complete your purchase.
Please double-check your shipping address when ordering. If you notice an error, contact us right away so we can check whether it can still be updated.
How can I track my order?
Once your order ships, you’ll receive a shipping confirmation with tracking information. Please allow time for the carrier to scan your package and update its status.
Local pickup orders will receive a separate notification when they’re ready.
Do you accept returns or exchanges?
Because personalized and custom items are made just for you, we do not accept returns or exchanges on these items for sizing, color selection, or a change of mind. Please review the size chart and double-check your personalization details before ordering.
For non-personalized items, please contact us within 14 days of delivery to request a return. Items must be unworn, unwashed, and in their original condition. Once approved, returns must be mailed within 7 days. Customers are responsible for return shipping unless we made an error or the item arrived defective.
After we receive and inspect your return, we’ll notify you of approval and issue the refund to your original payment method. Original shipping charges are nonrefundable unless the return is due to our error. Your bank may take additional time to post the refund.
Is something wrong with your order? Please contact us as soon as possible with your order number and clear photos if your item arrives damaged, defective, or different from what you ordered. Personalized items are still covered when we make a mistake—we’ll work with you to make it right.
Can I change or cancel my order?
Please contact us within 24 hours of placing your order to request a cancellation or change. We can accommodate these requests only if production has not started.
After 24 hours, or once production begins, we cannot guarantee changes or cancellations. This includes changes to garment size, color, spelling, font, or other personalization details.
If you notice an incorrect shipping address, contact us immediately. We can update it if your order has not yet shipped.
To request help, reply to your order confirmation email and include your order number.
How should I care for my item?
Always follow the garment’s care label and any care instructions included with your order. In general, we recommend:
- Turn the garment inside out before washing.
- Wash in cold water on a gentle cycle with similar colors.
- Avoid bleach and harsh detergents.
- Lay flat or hang to dry when the care label allows.
- Avoid ironing directly over embroidery or printed designs.
How do preorders work?
Preorders let you reserve an item during a limited ordering window. Each preorder listing will explain the closing date and estimated production or shipping timeline.
Please read those details carefully, as preorder timelines may differ from our regular processing time.
Where can I find new releases and shop updates?
Follow Ollie & Ella Co. on Facebook and join Ollie & Ella Co. | VIP Preorders + Exclusive Drops for new releases, preorder opportunities, and shop updates.
Thank you for supporting our small business!
Handcrafted with heart. Made just for you.