Contact Us

The fastest answer is usually not from us. Most of what people write in about is already written out on our FAQ page: how the three steps are used, where an order is, how long shipping takes, and how a return works. If your question is on that page you will have it answered in under a minute, which is quicker than any reply we can send.

If it is not there, write to us. We read every message and we answer it.

How to reach us

Use email for anything to do with an order, a return or a refund. It puts the details in writing, it lets us look your order up before we answer, and it leaves you with a record of what we told you. Use the phone for a short question you want settled on the spot.

What to include

We can almost always solve a problem in one reply if the first message has enough in it. Please tell us:

  • Your order number, if you have already ordered.
  • The email address you used at checkout, if it is not the address you are writing from.
  • The shipping address on the order, if your question is about delivery.
  • What you want to happen next. A refund, a replacement, a change of address, or just an answer.

If your question is about using the system rather than about an order, tell us how you are using it now. How often you wash, which of the three steps you are doing, and whether you are putting the leave in serum on damp hair or dry. That is usually all we need to give you something useful back.

How quickly we answer

We reply within one business day. Business days are Monday through Friday, not counting public holidays in the United States, so a message sent on Saturday is answered on Monday. We answer the phone during normal business hours in the United States.

If a full business day has gone by with no reply, check your spam folder first, then write to us again. Replies do sometimes get filtered, and we would rather hear from you twice than leave you waiting.

Returns and the 30 day guarantee

Your order is covered for 30 days from the date it is delivered. Returns have to be authorized before anything is shipped back to us. Email support@ellerand.com inside that window, tell us your order number, and we will send you the return authorization along with the instructions and the address to send it to. Please wait for that email before you post anything, because a package that arrives without an authorization is very hard to match to the right order. The full terms are in our refund policy.

Our address

Ellerand
29146 Renee St
Andalusia, AL 36421
United States

This is our business address for correspondence. It is not the return address. The address to send a return to is issued with your return authorization, so please do not ship products here.

Send us a message

You can also use the form below. It reaches the same inbox as support@ellerand.com, so there is no advantage to one over the other. Fill in your name and the email address you would like us to reply to, put the details listed above into the message, and we will come back to you within one business day.