FAQs
Q: Do I need to make an account to place an order?
A: An account is not required to place an order. You may place your order as a guest.
Q: Why should I make an account?
A. An account makes the check out process much faster. You will not be required to enter your shipping and billing information every time you place an order. We also keep track of items in your cart in case you wish to check out at a later time. Please keep in mind that placing items in your cart for later purchase does not guarantee their availability.
Q: Is my privacy and personal information secure on your site?
A: We put forth our best effort to protect your information. Please read our Private Policy to view, in detail, how your information is secure and protected.
Q: Do you ship internationally?
A: We currently ship to the United States, Canada, Mexico, and Australia. Shipping rates are calculated at checkout. Please see our Shipping Policy for more information on shipping.
Q: Do I have to pay additional fees for international orders?
A: International orders are subject to import tax, customs duties, and fees, which are the responsibility of the recipient once the package reaches the country of destination. For more information, please see our Shipping Policy.
Q: What is your return policy?
A: Please read our Return Policy for more information.
Q: Do you have a physical store location?
A: We currently do not have a physical store location. We are an online store only and do not offer local pick up for the time being.
Q: What do I do if I made a mistake on my order?
A: Please contact us via email at elaclosetofficial@gmail.com as soon as possible so we can fix any mistakes made during the checkout process.
Q: How long will my order take to ship?
A: Most orders are processed within 1-2 business days and ship between 1-3 business days for DELHIVERY and next day for URGENT DELIVERIES.
Q: Who do I contact if there’s an issue with my package’s delivery?
A: If there’s an issue with your package’s delivery (e.g. marked as delivered but not delivered, returned to sender etc.), you will need to contact the DELHIVERY/TRACKON CUSTOMER CARE SERVICE. We do not have access to any more information other than your tracking number.
Q: Do you offer free cash on delivery?
A: Shipping fees and taxes are inclusive the prices mentioned on the website. Please keep in mind that shipping times shown at checkout are an estimate of the time it will take for your order to ship. You must also allow 24-48 hours for your order to be processed. Once your package IS SHIPPED you will be notified, we do not have any control over the time it takes them to ship your order.
Q: My package was marked as returned to sender, will you ship it back for free?
A: There is no reshipment fee for orders that are returned by the USPS. We are not refunded for the cost of the first shipment's postage and therefor you don't have to re-pay an additional shipping fee to reship a package. Please make sure your shipping details are correct at checkout. If you make a mistake on your shipping address, please contact us as soon as possible to our customer service email at elaclosetofficial@gmai.com
Q: What happens if my order is lost or stolen?
A: Once we process your order and it leaves our facility, we are no longer responsible for lost or stolen packages. You will need to track your packages to further investigate or file a claim. We recommend selecting Prepaid Shipping at checkout which includes insurance for your misplaced/lost package and requesting tracking updates about your package to be sent to your phone.
Q: I received a damaged or defective item, what do I do?
A: We perform quality checks prior to packaging and shipping out orders. However, in the event that you receive a damaged or defective item, please contact our customer service at elaclosetofficial@gmail.com within 5 days of the marked as delivered date. Make sure to include your order number, a short description of the damage/defect, and photos if possible.
Q: What items cannot be returned?
Gift cards, white items, and items with signs of wear cannot be returned and are considered FINAL SALE.
Q: When are items restocked?
A: Styles are not guaranteed to be restocked. However, select styles are restocked along with new arrivals every month.
Q: Do you do collaborations with influencers?
A: We are open to collaborations. For serious PR inquiries, email elaclosetofficial@gmail.com. Please DO NOT email our customer service email about a collaboration. Your email will not be opened and you will not be considered for a collaboration.
If your questions were not answered and need further assistance, please contact customer service at elaclosetofficial@gmail.com
