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FAQs

SHIPPING: Due to global health events beyond our control shipping carriers are currently experiencing shipping delays. Your package may be held by the carrier for delivery at a later date while they work to keep safety top of mind. Please be sure to monitor your tracking details once your order has been shipped by our team, and reach out to the carrier for more details if your order is delayed.

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.

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 up to 5 business days and it can take up to 24 hours to show updates with the tracking links. 

WHY IS MY ORDER IS DELAYED?

If you received a shipping confirmation email, then your order has been sent to the warehouse for processing. 

If your package exceeds the standard processing period, it's normally due to the fact that a particular item(s) requires a long processing time. As a smaller business, we are currently improving our processing times and we thank you for your patience. They are noted on the product pages and in our legal pages.

Carrier delays may occur due to COVID-19, weather, or other issues that may be out of our control. If you placed an order and have not received a shipping confirmation email from us, please reach out to our our customer support team at support@elisestories.com so we can provide you with one, as well as for more information.

WHERE DO YOU SHIP TO?

We ship to the USA.

HOW LONG DOES IT TAKE TO DELIVER?

Our delivery time typically takes 7-21 business days with 1-5 business days of processing time. 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. 

WHY IS MY ORDER STILL PROCESSING?

It typically takes 1-5 business days to process your order to ensure that the items pass strict quality inspection and disinfection before shipping. Once your order is shipped, you will receive a notification email with shipping/tracking information. Thank you for your patience.

WHICH PAYMENT METHODS DO YOU ACCEPT?

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

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