Help Center

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Help Center

Frequently Asked Questions

My order is processing in more than 4 days. Why?

We manufacture each product with care, therefore, some orders may take more than 4 business days. And so if item(s) are out of stock, we are carefully preparing them just for you. 

In case your order takes more than 4 business days, it’s usually because our production team is doing their best to process and ship your order. It might take up to 10 business days maximum. 

Also, it depends on the volume of orders we receive every day. (excluding holidays, Saturdays, and Sundays) and COVID-19 is affecting our processing time.

Order status showing "confirmed". When will it be shipped?

Confirmed means we did receive your order and we are processing it. Once it's shipped, the status of the order will be updated to "Shipped".

Why do I need to send my measurments?

You can send your measurements. It is optional. 


We strongly suggest typing your measurements when you will be placing an order or emailing measurements after placing an order at info@elagia.com.

What if I don’t accept the package?

Refused packages will be seized or returned back to us. 

Shipping companies inform us in advance if you don't take any actions within 1-2 days timeframe then they will make a decision themselves with no prior approval.

If the package is seized we won't issue a refund. 

If the package is returned back to us, we will charge shipping fees and taxes (import/duty). All those expenses will be deducted before refunding your funds.

Return, Exchange and Refund

Order cancellation

An order can be canceled at any time before shipment. 

To cancel the order you must inform us by calling our customer support line +1 415 649 93 98 or by e-mail: info@elagia.com.

Return/Exchange

You can request a return or exchange in our portal: click here.

Write your order number (last 4 numbers) and zip code (shipping zip code)/email/phone.


The buyer should request a return/exchange within 10 days from the day you received your item. If you request a return/exchange after 10 days timeframe, unfortunately, we won't be able to approve a return/exchange. 

We are suggesting to all buyers to check your item once you receive it and inform us if there are any issues with your order.

The buyer is responsible for the return shipping costs.

Goods must be unused, unwashed, and in the same condition as the buyer received.

How to request a cancellation/exchange/return?

You have to email info@elagia.com.


Do not forget to write your order #. That is very important. It will simplify the initiation of the return/exchange/cancellation process. 


"EL-21-1111" - is an order number. You can find your order number in your confirmation email.


If you want to exchange item(s), then in your subject field write: 

"#EL-21-1111 - Return".


If you want to return item(s), then in your subject field write: 

"#EL-21-1111 - Exchange".


If you want to cancel your order, then in your subject field write: 

"#EL-21-1111 - Cancellation request".


I placed an order but didn't receive a confirmation email

Check your spam folder. Sometimes confirmation emails can be in the spam folder.

Can I exchange to bigger/smaller size?

Yes, you can. Exchanges are free of charge.

We accept returns within 7 days from the day you received your item. We are suggesting to all buyers to check your item once you receive it and inform us if there issues with your order.


When the buyer returns the goods of good due to the wrong size, color, style, or quality. We will refund the cost of the goods. Shipping costs are not refundable. 


The buyer is responsible for the return shipping costs.


When we issue a refund, it will take from 2-5 business days for the funds to be deposited into the buyer's bank account. In some cases, it might longer, it all depends on the buyer's bank.


Goods must be unused, unwashed, and in the same condition as the buyer received.

What is the return address?

Once you request a return through our portal, the return address will be emailed to you.

In case you don't receive any emails, please email us and we will provide you with an address for the return.

Refund

We can only issue a store credit of the goods. 
We will issue a store credit once we receive the package and inspect it.
Shipping costs are not refundable. 
Although we are offering free shipping, for the returns  we are charging a shipping fee per item before issuing a store credit. The fee depends on your location. 
Once the return is processed, it will take from 2-5 business days to issue a store credit.

Shipping

Standard shipping

  • Europe 5 - 8 business days
  • USA 5 - 8 business days
  • Canada 5 - 10 business days
  • Australia 5 - 10 business days (remote areas 10-12 business days)
  • Other countries: 5 - 15 business days


We provide FREE standard shipping EU, USA & CANADA for orders over $150.00.

We provide FREE standard shipping to other countries orders for over $299.00.

List of our shipping carriers for the standard shipping:

  • US/Australia/Canada: UPS/USPS/FedEx
  • Other countries: National postal service

*** Remote areas are identified after processing. Additional shipping fees might apply.

Express shipping

  • 2-5 business days to Europe
  • 2-5 business days USA and Canada
  • 2-7 business days Australia
  • 2-7 business days other countries

Shipping rates are calculated at checkout.Shipping rates are calculated at checkout. *** Remote areas are identified after processing. Additional shipping fees might apply.

** If you refuse to accept the package and package will be returned to us, there will be shipping fee + import taxes. Those fees will be charged before we issue a refund.

Note for the customers from the EU:

From July 1, 2021, VAT will be charged on all commercial goods imported into the EU, regardless of value. We don't charge any import tax/vat/duty at the checkout. The buyer is responsible to pay the package upon delivery.

How long does processing time takes?

We start processing the day after we receive your order.

Usually, we need from 1 to 4 business days to process an order and ship it out. 

We have our own production and sometimes some items might be out of stock. Usually, we process orders within 1-4 business days. In case if your order takes more than 4 business days, it means our team from production doing their best to process and ship your order. It might take up to 10 business days maximum.

It all depends on the volume of orders we receive every day. (excluding holidays, Saturdays and Sundays).

My order is shipped but when I track my order it keeps showing "Shipment is ready for UPS"

For standard shipping, we are using our US/EU based sorting centers to forward parcels to our customers. 


Therefore when you receive a notification about shipping, it means your item has been shipped and is on the way to the sorting center. Once it reaches the sorting center, the status of the shipment will be updated to "Shipped" (you have to keep tracking your order every 1/2 days).


In total it will take from 5 to 8 business days (including transit to the sorting center)

Remote areas


A Remote Area is defined as a post code or in the absence of post code, a suburb /town name that is difficult to serve. A delivery to one of the following post codes and towns would attract a Remote Area surcharge.

Additional shipping fees might be applied. Currently, our system isn't able to detect if your address in a remote area. In case if it does, we will contact you.

Duty / Import tax

When you buy online in your country there might be duty/import tax. Duty tax rates vary depending on the country. 

For customers from the EU:

From July 1, 2021, VAT will be charged on all commercial goods imported into the EU, regardless of value. We don't charge any import tax/vat/duty at the checkout. The buyer is responsible to pay the package upon delivery.


ELAGIA is not responsible for applicable customs fees, import duties, taxes or any other charges. 

My item hasn't arrived on the promised timeframe

Please note that once the parcel is in transit we have no control over it. 

In some rare cases, depending on your location, the parcel might be delivered with a delay. There might be different reasons: customs, weather conditions or any other reason which is out of our control.


Payments

What payment methods you have?

We have several payment methods:

  • PayPal
  • Credit/Debit card
  • Apple Pay
  • Google Pay
  • Shop Pay

Can I get a refund to the original payment method?

Once the refund has been processed funds will be deposited to the buyer's bank account within 2 to 5 business days. In some cases, it might longer, it all depends on the buyer's bank.

Can I pay with non-USD card?

Our payment provider is flexible.

We can accept any currency. 

Once you make a payment from a non-USD card, your bank will convert to USD and we will get payment in USD. Keep in mind that the charge in your bank statement will be shown in your currency (or in USD). It all depends on the bank that issued card. 

COVID-19

General information

COVID-19 has affected all world, and unfortunately us as well. 


Quarantine and limitations are affecting our processing times. Since we are manufacturers, we are preparing all items ourselves. Supply of materials and other details which are required to prepare items are limited and arriving with delays.


We are doing our best to prepare, package and ship your orders.


Thank you for understanding.