My package is missing, what do I do?

It doesn't happen often and when it does, the package is usually recovered. Should your package go missing from your door, we'll help walk you through what to do! 

It's our experience that your order is usually nearby and was perhaps delivered to an address a couple of numbers off from yours. If your UPS/FedEx tracking states that your order is delivered but you can't find it at your shipping address, please talk to your family members and surrounding neighbors right away.

If you still can't find your package, please contact the ellesse Customer Success Team.


Here is the Missing or Stolen Package process:

  • ellesse needs to be notified within a week of package status showing "delivered" according to your UPS/FedEx tracking link.
  • A UPS/FedEx missing package case is opened. UPS/FedEx confirms package not found within 3 business days.
  • ellesse will ship replacement or Web Credit as long as ellesse is notified within 5 business days of delivery status. 
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