Customer Service
At ELSE, we’re dedicated to making your experience feel personal, thoughtful, and effortless. Below you’ll find everything you need to know about returns, exchanges, shipping, and how to get in touch if you need help with your order.Return PolicyWe want you to feel confident with every purchase. If something isn’t quite right, most full-price items may be returned within 30 days of the original purchase date for a refund, exchange, or store credit.Return EligibilityTo qualify for a return, exchange, or store credit, all of the following conditions must be met:The return must be initiated and sent within 30 days of the original purchase date.
- The item must have been purchased at full price.
- Final Sale items are not eligible for return, exchange, or store credit. Sale items are clearly marked on their product pages.
- The item must be in unworn, unwashed, and unaltered condition.
- It must be free from stains, odors, pet hair, damage, or deodorant marks.
- Original tags and hygienic liners must be intact.
- If you request a refund to your original payment method, a $10 return fee will be deducted from your refund. This fee covers return shipping and restocking.
- If you choose to receive store credit, we’ll waive the return fee.
- We process refunds within 7 to 10 business days of receiving your return. An additional 3 to 5 business days may be needed for the refund to appear on your account.
- Original shipping costs are non-refundable in the event of a return, for both US and international orders.
- We ship your new item immediately once the exchange is requested.
- You must return the original item within 14 days to avoid being charged.
- All exchange orders include free shipping.
- Visit our return portal at elselingerie.com/pages/returns
- You may also return items in person at our Santa Monica boutique with no return fee.
- Visit our international return portal at web.global-e.com/Returns/Portal/oQry
- When entering your order number, be sure to include the “#” symbol at the beginning of the order number. Example: #12345 (The portal won’t recognize your order without the “#”).
- Return shipping rates are calculated by our third-party provider based on your location and order value.
- At this time, we do not offer exchanges for international orders.
- Original shipping fees, duties, and import taxes are non-refundable.
- Orders are typically processed within 1 to 3 business days.
- During busy periods or promotions, processing may take 5 to 7 business days.
- Expedited orders are prioritized but still require at least 1 business day for processing.
- Expedited orders placed after 11 AM EST are processed the following business day. For example, orders placed after 11 AM EST on Friday will be processed on Monday (excluding holidays).
- We offer free shipping on US orders over $200. For orders under $200, a flat $10 shipping fee will apply.
- For international orders, shipping rates are calculated at checkout. All international prices include local taxes and import duties, so there are no additional charges upon delivery.
- We ship all orders from our warehouse in Parsippany, New Jersey.
- If an item is unavailable at our main facility, your order may ship from multiple locations.
- We cannot cancel orders once they’ve been shipped or reached the customs checkpoint in the destination country.
- If a shipment is undeliverable due to an incorrect address, repeated delivery failures, or other issues, the package may be abandoned, and the recipient assumes full responsibility.
Customer Service
At ELSE, we’re dedicated to making your experience feel personal, thoughtful, and effortless. Below you’ll find everything you need to know about returns, exchanges, shipping, and how to get in touch if you need help with your order.Return PolicyWe want you to feel confident with every purchase. If something isn’t quite right, most full-price items may be returned within 30 days of the original purchase date for a refund, exchange, or store credit.Return EligibilityTo qualify for a return, exchange, or store credit, all of the following conditions must be met:The return must be initiated and sent within 30 days of the original purchase date.
- The item must have been purchased at full price.
- Final Sale items are not eligible for return, exchange, or store credit. Sale items are clearly marked on their product pages.
- The item must be in unworn, unwashed, and unaltered condition.
- It must be free from stains, odors, pet hair, damage, or deodorant marks.
- Original tags and hygienic liners must be intact.
- If you request a refund to your original payment method, a $10 return fee will be deducted from your refund. This fee covers return shipping and restocking.
- If you choose to receive store credit, we’ll waive the return fee.
- We process refunds within 7 to 10 business days of receiving your return. An additional 3 to 5 business days may be needed for the refund to appear on your account.
- Original shipping costs are non-refundable in the event of a return, for both US and international orders.
- We ship your new item immediately once the exchange is requested.
- You must return the original item within 14 days to avoid being charged.
- All exchange orders include free shipping.
- Visit our return portal at elselingerie.com/pages/returns
- You may also return items in person at our Santa Monica boutique with no return fee.
- Visit our international return portal at web.global-e.com/Returns/Portal/oQry
- When entering your order number, be sure to include the “#” symbol at the beginning of the order number. Example: #12345 (The portal won’t recognize your order without the “#”).
- Return shipping rates are calculated by our third-party provider based on your location and order value.
- At this time, we do not offer exchanges for international orders.
- Original shipping fees, duties, and import taxes are non-refundable.
- Orders are typically processed within 1 to 3 business days.
- During busy periods or promotions, processing may take 5 to 7 business days.
- Expedited orders are prioritized but still require at least 1 business day for processing.
- Expedited orders placed after 11 AM EST are processed the following business day. For example, orders placed after 11 AM EST on Friday will be processed on Monday (excluding holidays).
- We offer free shipping on US orders over $200. For orders under $200, a flat $10 shipping fee will apply.
- For international orders, shipping rates are calculated at checkout. All international prices include local taxes and import duties, so there are no additional charges upon delivery.
- We ship all orders from our warehouse in Parsippany, New Jersey.
- If an item is unavailable at our main facility, your order may ship from multiple locations.
- We cannot cancel orders once they’ve been shipped or reached the customs checkpoint in the destination country.
- If a shipment is undeliverable due to an incorrect address, repeated delivery failures, or other issues, the package may be abandoned, and the recipient assumes full responsibility.