1. Who is Ellerow?
Ellerow is a premium designer and retailer of high-end lighting, furniture, and home décor. We offer a thoughtfully curated selection of modern, contemporary, and timeless pieces—each crafted to elevate your living or working space. At Ellerow, we believe great design goes beyond function, blending artistic vision with everyday beauty.
2. Where is Ellerow based?
Ellerow is a global home design brand with operations spanning several regions. Our main offices are located in Hong Kong and the United States, but our craftsmanship brings together exceptional materials and expertise from around the world. We partner with experienced manufacturers in multiple countries to ensure every piece meets the highest standards.
Our natural marble comes from Spain, our lighting is primarily produced in Guzhen Town and the U.S., and our premium woods are sourced from Yunnan and Vietnam. We use lacquer finishes from Japan, textiles from India and Tibet, and additional materials selected from artisans across the globe.
Every Ellerow piece is a reflection of our dedication to thoughtful design, superior materials, and internationally inspired craftsmanship.
3. Do you have a program for Interior Designers?
Yes. Interior designers are welcome to join our Ellerow Trade Program, where you can earn cash-back rewards on furniture, rugs, lighting, accessories, mirrors, relics, and other soft goods.
4. How can I request a donation?
Please send all requests to trade@ellerow.com.
PAYMENTS &
PAYMENT OPTIONS
1. Will my order be subject to tax or duties?
Most Ellerow orders do not incur extra taxes or duties. However, certain locations—such as Alaska, Hawaii, and Puerto Rico in the U.S.
Any applicable taxes or duties depend on the shipping address and the specific regulations of the destination region, as tax rules for goods, shipping, and handling vary by location.
If you're unsure whether your area may incur additional charges, feel free to reach out to us—we're more than happy to help you confirm before you place your order.
2. What forms of payment do you accept?
- Visa
- MasterCard
- American Express
- Discover
- PayPal
- Shop Pay
- Apple Pay
- Google Pay
- Diners Club
PRODUCTS &
PLACING AN ORDER
1. Are all of your products available online?
You can find most of our pieces and customization options on our website, though not every item is listed there. If you’re looking for something specific or want to explore additional materials and finishes, our Design Consultants are here to help seven days a week at support@ellerow.com. They can walk you through our full range of offerings—including hundreds of fabric and finish choices—and introduce you to some of our unique, limited-availability collections.
2. Do I need an account to place an order online?
No—creating an account isn’t required. Ellerow offers a guest checkout option so you can complete your purchase quickly and easily without signing up.
3. Will the furniture fit in my space?
We encourage all customers to double-check that their selected pieces can be brought into the home safely—this includes confirming clearance through doorways, hallways, stairwells, and elevators, as well as the measurements of the final room. Before purchasing, it’s a good idea to look over our Measuring for Furniture Delivery guide. Please keep in mind that the information provided is meant as a helpful reference and cannot guarantee that the item will fit.
4. Do you offer in-home design consultations?
Yes — our Ellerow Design Consultants are available for virtual design sessions. Whether you’re refreshing a single room or planning out an entire home, our team can help you refine your style and build a space that feels cohesive and intentional. You can book a complimentary online consultation anytime, and one of our designers will work with you directly to turn your ideas into a clear plan.
5. Does Ellerow warranty its merchandise?
We stand behind the craftsmanship of every Ellerow piece. Our furniture is built with long-lasting materials and careful attention to detail, because we believe longevity is both a promise to our customers and a responsibility to the environment. All Ellerow products are covered against defects in materials and workmanship starting from the date they’re delivered, following the terms and timeframes listed in our Limited Warranty. Please note that this coverage applies only to residential, non-commercial use.
6. Are your products certified?
Yes. All of our lighting fixtures are tested and certified to meet the safety and compliance requirements of the regions where they’re delivered. This includes certifications such as SAA, UL, ETL, CE, CSA, as well as RoHS compliance.
7. How can I place an order?
Ordering from Ellerow is easy and secure. Simply:
- Explore our collections and choose your preferred items.
- Add them to your cart.
- Head to checkout, enter your shipping information, and select a payment method.
- Confirm your purchase and watch for a confirmation email with your tracking details.
8. Will my order be subject to tax or duties?
Most Ellerow orders do not incur extra taxes or duties. However, certain locations—such as Alaska, Hawaii, and Puerto Rico in the U.S.
Any applicable taxes or duties depend on the shipping address and the specific regulations of the destination region, as tax rules for goods, shipping, and handling vary by location.
If you're unsure whether your area may incur additional charges, feel free to reach out to us—we're more than happy to help you confirm before you place your order.
9. What forms of payment do you accept?
- Visa
- MasterCard
- American Express
- Discover
- PayPal
- Shop Pay
- Apple Pay
- Google Pay
- Diners Club
RETURNS &
EXCHANGES
1. What is Ellerow’s return policy?
Most items may be returned within 30 days of receipt. Returned products must be:
- Unused, with all tags intact
- Returned in original packaging
- Accompanied by proof of purchase
Returns sent without prior authorization will not be accepted.
2. How do I start a return?
Email support@ellerow.com to begin the process. We will provide the correct return address, packaging instructions, and instructions on how to share your return tracking number.
3. Who pays return shipping costs?
Quality issues or shipping damage: Ellerow covers return shipping fees.
Customer preference returns: Customer is responsible for all return shipping costs.
4. Which items are not eligible for refund?
Items that are not eligible for returns include:
- Returns requested after the 30-day window
- Custom or made-to-order products
- Goods purchased during clearance or final promotions
5. What if the item arrives damaged or defective?
If your order arrives damaged or defective, please contact us within 48 hours with detailed photos. Ellerow offers free returns or exchanges for products with quality issues or transit damage.
6. If I receive the goods and find that the size is incorrect or I'm not satisfied with the size, can I return them?
Before completing your purchase, please ensure that the product dimensions meet your needs. For reference, our packaging typically requires an additional 2.4 inches in length and width and an additional 6.3 inches in height beyond the listed product size.
Should the delivered item be unable to fit or function properly due to sizing or space limitations, Avenrel cannot assume responsibility, and the matter will need to be resolved by the customer. You may still request a return within the eligible return period where applicable. For exchanges, all shipping costs associated with the replacement will be the customer’s responsibility.
In cases where you disassemble the product in order to move it indoors—and you are unsure whether the item can be fully brought into the space—please retain the original wooden crate so it can be reused if a return becomes necessary.
Please note: returns will not be accepted if the packaging is missing or insufficient. If the original crate is damaged, you may repackage the item securely using alternative materials.If you repackage the new package by yourself, please be sure to contact our customer service. Send us the pictures of your new package for confirmation. For safety reasons, we have the right to refuse returns that have been repackaged without permission.
Avenrel reserves the right to decline returns or refunds that do not comply with the conditions listed above.
SHIPPING &
DELIVERY
1. Where does Ellerow ship?
Ellerow currently ships to the United States only.
For remote regions such as Alaska (AK), Hawaii (HI), or Puerto Rico (PR), please contact us at support@ellerow.com before placing your order to receive a custom shipping quote.
2. How long does delivery take?
Delivery includes processing time and shipping time:
- Processing Time:
In-stock items: 5–10 business days
Out-of-stock or made-to-order items: 25–30 business days - Shipping Time:
Estimated 30–45 business days when shipped from our warehouse
Processing time is separate from shipping time. All estimates are approximate and may vary due to carrier or external factors.
3. Can orders ship in multiple packages?
Yes. Because many items are handcrafted or produced in limited batches, your order may be shipped in separate parcels depending on availability and delivery method.
4. Do you offer expedited shipping?
Yes. Expedited shipping via DHL or FedEx is available upon request. Contact us before placing your order for a quote. Estimated delivery speed improvements are typically 7–12 business days earlier than standard delivery.
5. What if I entered an incorrect shipping address?
Please check all shipping details before completing your purchase. If you request an address change after processing has begun, carriers may charge an address modification fee.
If Ellerow incurs this fee on your behalf, we will invoice you for the amount unless the error was caused by us.
6. My package is marked “Delivered” but I didn’t receive it. What should I do?
If tracking shows “Delivered” but you have not received your package, wait one business day as carriers sometimes scan packages early.
If it still has not arrived, contact the carrier (e.g., USPS, UPS) within 7 days to open a trace request. Only traced shipments are eligible for replacement or refund.
If a package is confirmed lost or damaged during transit, Ellerow will provide a free replacement.
7. What if delivery attempts fail and the package is returned?
If delivery cannot be completed and the package is returned to us, you may choose to:
- Re-deliver: Pay both return and re-shipment costs
- Cancel: Receive a refund minus relevant fees such as carrier charges
Please contact us within 30 days of the package being returned to arrange re-delivery or a refund.
PACKAGING &
HANDLING GUIDELINES
1. What should I consider before ordering?
Before purchasing, please ensure product dimensions meet your needs. Packaging typically adds 2.4 inches to the length and width and 6.3 inches to the height beyond the listed product size.
2. What if the original packaging is damaged?
If the original crate is damaged, you may repackage the item securely using alternative materials.
You must send photos of the new package to customer service for approval.
Returns may be refused if packaging is insufficient or unapproved.
3. What about white-glove delivery access issues?
For white-glove delivery, customers must ensure unobstructed access (hallways, staircases, doorways). If delivery cannot be completed due to access limitations, Ellerow is not responsible and white-glove service fees are non-refundable.
Promotions &
Discounts
1. Do you offer any promotions or discount codes?
Yes. We frequently run special offers and provide discount codes throughout the year. If you’d like to stay updated on our latest promotions, feel free to subscribe to our newsletter or follow us on social media for real-time announcements.
2. Can I use multiple discount codes on one order?
No, only one discount code can be applied per order. Please use whichever promotion offers the best value.