Help Center

How can we help you?

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".

What if I don’t accept the package?

Refused packages will be either seized or returned to us.

If no action is taken within 1-2 days, shipping companies will make the decision without prior approval. If the package is seized, a refund will not be issued.

If the package is returned to us, we will deduct any incurred shipping fees and taxes (import/duty) before issuing a refund.

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.

Return, Exchange and Store Credit

Order cancellation

An order can be canceled within 30 minutes after placing an order. 

To cancel an order, please contact our customer support team by phone at +1 415 649 93 98 or by email at info@elagia.com.

Return/Exchange

You can initiate a return or exchange through our portal by clicking here

Please type your order number (last 4 digits), zip code (shipping zip code), email, or phone number. Returns and exchanges must be requested within 10 days of receiving your item. Requests made after this timeframe will not be approved. 

We recommend thoroughly inspecting your item upon receipt and informing us of any issues. The buyer is responsible for covering the cost of shipping the item back to us. 

Returns will only be accepted for items that are unused, unwashed, and in the same condition as when 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 exchange your item. Exchanges are free of charge. Returns are accepted within 7 days of receiving your item. Click here to go to the return portal.

We recommend that you thoroughly inspect your item upon receipt and notify us of any issues. If the item is returned due to a 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. Returns will only be accepted for items that are unused, unwashed, and in the same condition as when 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.

Shipping

Standard shipping

  • Europe: 5-8 business days
  • USA: 5-8 business days
  • Canada: 5-8 business days
  • Australia: 5-10 business days (remote areas may take up to 12 business days)
  • Other countries: 6-15 business days

Free standard shipping is offered for orders over $300.00 for EU, USA & Canada. Orders over $500.00 for other countries will also qualify for free standard shipping.

Express shipping

  • Europe: 2-6 business days
  • USA and Canada: 2-6 business days
  • Australia: 4-8 business days
  • Other countries: 4-10 business days

Shipping rates will be calculated at checkout. Please note that remote areas may be identified after processing and additional shipping fees may apply.

How long does processing time takes?

Orders are processed the day after they are received. 

Typically, it takes 1-4 business days to process and ship an order. 

We have our own production facility and occasionally some items may be out of stock. However, orders are usually processed within 1-4 business days. 

If it takes longer, it means our production team is working hard to process and ship your order. In some cases, it may take up to a maximum of 10 business days. 

This can vary depending on the volume of orders received on a daily basis (excluding holidays, Saturdays, and Sundays).

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

Standard shipping uses sorting centers based in the US to send parcels to our customers. When you receive a shipping notification, it means that your item has been dispatched and is en route to the sorting center.

 The status of your shipment will be updated to "Shipped" once it reaches the sorting center. Please note that it will take an estimated 5-8 business days for the package to reach you, including transit time to the sorting center.

Remote areas

A Remote Area is an area that is difficult to access due to its location. This includes postcodes or, in the absence of postcodes, suburb or town names. If your delivery address is in a remote area, additional shipping fees may apply. 

Our system may not always detect remote areas, if this occurs we will reach out to you directly.

Duty / Import tax

Please note that when purchasing online, there may be additional duty or import taxes applicable to your order, depending on your country. These rates can vary. 

For customers in the EU, effective July 1, 2021, VAT will be applied to all commercial goods imported into the EU, regardless of value. We do not include these charges at checkout, and the buyer will be responsible for paying them upon delivery. 

ELAGIA is not responsible for any customs fees, import duties, taxes or other charges that may be incurred.

My item hasn't arrived on the promised timeframe

Please be aware that once the package is in transit, we no longer have control over it. 
In some instances, delivery may be delayed due to factors such as customs, weather conditions or other circumstances beyond our control, particularly in certain locations.

Payments

What payment methods you have?

We have several payment methods:

  • PayPal
  • Credit/Debit card
  • Apple Pay
  • Google Pay
  • Shop Pay
  • Installments (Klarna and others)

Can I get a refund to the original payment method?

Refunds to card or original payment method are not available, store credit is the only option for returns.

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.