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FAQs

HOW DO I CHANGE OR MODIFY MY ORDER?

How to modify shipping address:
    1. For unshipped orders, you can contact our customer support team at support@elisestories.com, and if your order has not been shipped yet, we can change it. Please note that we must hear from you at the latest by 11.59 PM EST on the day of ordering to be able to modify or cancel your order.
    2. For already shipped orders, the shipping address CANNOT be changed.
How to modify size ordered:
  1. For paid, but unshipped orders, you may contact our customer support team at support@elisestories.com to change the size(s) of your item(s).
  2. For shipped orders, the size cannot be changed as it is already in transit. We recommend that you request a return or exchange after receiving your order. Please check our Returns & Refunds policy.

WHERE DO YOU SHIP TO?

We offer FREE shipping to the USA.
HOW DO I TRACK MY ORDER?
  • Once your order leaves one of our warehouses, you will receive a shipping confirmation email including your tracking number and a link to track your package. 
  • Be sure to check your promotions or spam folder for this email if you can't find it. 
  • Please note that processing times are currently 1-2 business days and it can take up to 3-4 days to show updates with the tracking links. 
WHY IS MY ORDER STILL PROCESSING?

It typically takes 1-2 business days to process your order to ensure that the items pass strict quality inspection before shipping. Once your order is shipped, you will receive a notification email with shipping/tracking information. If your package exceeds the standard processing period, it's due to the fact that a particular item(s) requires a longer processing time. 

HOW LONG DOES IT TAKE TO DELIVER?

Our delivery time typically takes 2-3 business days for orders shipped from the US and 5-10 days business days for orders shipped from overseas. Our processing time is 1-2 business days. A majority of our warehouses do not work on the weekends. Your weekend order will begin processing on Monday.

WHY WAS  MY ORDER CANCELLED AND REFUNDED?

If this does occur, we will send you an email notification confirming the order cancellation and refund. Some reasons may be: 

  1. Your order was canceled automatically within 12 hours due to payment timeout.

  2. We may cancel your order if we didn't receive the documents used for verifying your payment as mentioned previously.

  3. If our system marked your order as fraudulent, it will immediately cancel and refund your order. You may try to place another order using a different method. This is to protect against credit card fraud and theft for your own benefit. 

  4. When items of your order are no longer available or sold out, we may cancel or refund your order. We will email you if the item is restocked. 

HOW DO I REQUEST A RETURN OR EXCHANGE?

You can return your items 5 days post delivery, which means you have 5 days after the delivery date of your item(s) to request a return and refund. To start a very simple return or exchange, please contact us at support@elisestories.com. Please read our Return and Refund policy for more information.


WHICH PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit and debits cards, as well as Apple Pay.

 

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