Have a question for us? Please email us at email@example.com with any questions. If you are interested in collaborating with Ele Story, please contact us at firstname.lastname@example.org. We would love to hear from you!
Returns and Exchanges FAQs
Sizing/Fit and Care FAQs
Q: Is Ele Story available in stores?
A: Not at the moment. Our highest priority is to provide you with the best possible quality that is made here in the USA at the lowest price possible. Because we specialize in one-of-a-kind, rare pieces that are often limited in quantity, the cost to produce each garment is significantly higher. If we sold to other retailers (who very understandably have to make their margins), our prices would ultimately have to increase for the end consumer, so we do not offer wholesaling at this time.
Q: Are all of your clothes made in the USA?
A: Yes! It is very important to us that we are made in USA. We are very proud to say that all of our pieces, from cutting, to sewing, to creating custom trims, smocking, and binding, are all done with the utmost care and attention to detail by small teams of professionals here in San Francisco.
Q: How often do you come out with new products?
A: Our goal is to come up with a new design or two every month. For sneak peeks and new releases, please follow us on Instagram (@elestory) and Facebook!
Q: Do you only design for girls?
While we have made boys' clothing in the past, we primarily focus on making clothes for little girls, and now, for women as well. Our Mommy & Me collection is slowly growing!
Q: An item I have been eyeing is now out of stock. Are you planning on restocking?
A: Generally no. We use limited fabrics that are usually used up during production. However, if we are able to create another run of an out of stock item, we will be sure to make an announcement, so be sure to subscribe to our newsletter and/or continue to follow us on social media (Facebook and Instagram)! And of course, we hope you continue to check back on our site for the latest designs.
Q: Where do I enter my discount code?
When checking out on your browser on your smartphone, the discount code box may not be clearly visible. Tap "Show order summary" above your shipping address when selecting a shipping option and you will see a box for discount codes.
Q: Can I use more than one discount code?
Unfortunately, only one code can be used per order.
Q: I forgot to enter my discount code. What should I do?
Please email us at email@example.com within 24 hours of placing your order with your discount code and we will be happy to apply the discount to qualifying items.
Q: I just made a purchase and now it is on sale. Can you apply the discount to my order?
Unfortunately, we no longer honor price matching. In addition, we cannot apply a discount code for purchases made before or after a code is valid.
Q: Do you offer gift wrapping?
At this time, we do not offer a gift wrapping option. However, we are happy to include a gift message for you. All you have to do is include a gift message in the Order Notes box provided in the Shopping Cart page.
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Q: How much do you charge for shipping?
Please refer to our Shipping Information page for our shipping rates.
Q: Do you offer free shipping?
Yes, all orders $175 or above (before taxes and shipping fees) shipping to a US address qualify for free shipping. Please select Free Standard Shipping at checkout. If a faster shipping speed is desired, it must be selected instead of the free shipping option.
Q: Do you ship internationally?
A: Yes, you bet! Please refer to our Shipping Information page for details.
Q: When can I expect to receive my order?
It typically takes about 2 - 4 business days to process and ship out ready to ship items. Some orders, however, may take longer to process. Expedited and Overnight orders are usually fulfilled within 1 - 2 business days. We do not process or ship orders on weekends or holidays.
Items are generally delivered within 3 - 7 business days after it is shipped out, depending on the shipping method and your location. A tracking number will be emailed to you when your order ships, so you can check on the delivery status of your order.
Q: I ordered a pre-order item and a ready to ship item together. Can you ship the ready to ship item first?
When items are combined in the same order, they are shipped together according to the shipping option selected. If you desire separate shipments, please place separate orders.
Q: I ordered a pre-order item. When will I get it?
A: Our shipping estimate dates on the product page is the scheduled shipping date for the pre-order item. We strive to ship as early as possible, and often times we do meet our shipping date. Date of delivery is usually 3-7 days after the shipping date, depending on the shipping option selected.
Q: I need a pre-order item for an event. Will I receive it on time?
If your event date coincides with our estimated shipping dates, please contact us at firstname.lastname@example.org with the date you need the item(s) by, size(s), and color(s) to make sure that we are able to fulfill your order on time. When placing your order, please remember to note your deadline.
When placing an order for pre-order item(s), we ask customers with a deadline to select Expedited Shipping (2 business days). This is not only because Expedited Shipping is more reliable than Standard or Priority Shipping, but also because we have the sewers prioritize the expedited orders so that we are able to meet the customer's deadline. Additionally, if we experience delays in production, customers who opt for Expedited Shipping are usually not affected.
Q: My order was marked delivered but I have not received it. What should I do?
Please be sure to double check with family members and neighbors to make sure that they have not received it, as this accounts for the majority of cases in which customers report not having received a package that has been delivered.
Please note that we are not responsible for lost packages, delays in shipping, including local delivery errors or weather-related issues, once a package has left its origin.
Q: According to the tracking, the delivery of my package is delayed and I need it for an event! What should I do?
If you still have 2-3 days until the event, the fastest solution is to place a second order for the same item and select either Expedited or Overnight Shipping. Once you receive the late delivery, either ship it back to us or refuse delivery and we will process it as a return. Please note that we are not responsible for delays in shipping, including local delivery errors or weather-related issues, or packages being lost once it has left its origin.
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Returns & Exchanges FAQs
Q: What is your return policy?
At Ele Story, we love what we design, and want you to love it too. If for any reason you aren’t head over heels 100% satisfied with your purchase, you can return any unworn and unwashed merchandise within 14 days of delivery for an exchange, store credit, or a full refund of the purchase price of the item (minus original shipping and handling fees). Returns for store credit are accepted within 3 months of delivery.
All refunds will be credited to the original form of payment and processed within 3-5 business days upon receipt. Ele Story credit is valid for 12 months after date of issue. After that date the credit will be rendered invalid.
To initiate a return or exchange, simply contact us via email at email@example.com with your order number and specify the reason for the return or exchange and we will take care of you.
Q: Who pays for return shipping? Can I get a return label?
We ask that the customer be responsible for costs incurred when shipping the item back to us, except in the rare case of a merchandise defect.
Q: Do you accept returns and exchanges for international orders?
We do accept returns, but unfortunately, we are unable to process exchanges for orders shipping internationally.
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Sizing/Fit and Care FAQs
Q: Are your items true to fit?
Yes, unless otherwise stated on the product page. While we strive to make our designs true to size, on occasion, we will have styles that are not. In that case, we do make a note of it on the product page.
Q: Which size should I get? The measurement chart is kind of confusing.
Since our chart is the measurements for the garments themselves, we recommend taking measurements of an item with a similar design that your little girl currently wears and using those numbers as reference.
Q: Do you offer plus sizes for women?
Unfortunately, at this time, we do not offer plus sizes. However, due to popular demand, we now offer XL in women!
Q: How do I wash/care for Ele Story pieces?
Please refer to our care instruction label on the garment. The wash/care instructions are also available on the product page.
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Q: We love Ele Story items, can we team up for a collaboration?
An absolute YES. There's nothing that delight us more than doing fun and creative collaborations! Please fill out this form to be considered.
For all media and press inquiries, as well as blogger collaborations, please contact firstname.lastname@example.org.
Q: Would you be interested in donating to our charity?
We are believers in paying it forward so we welcome all requests. But due to a high volume of requests, we do consider each request thoughtfully and carefully. Please fill out the form to be considered here.
Q: Do you have a photographer that you like to work with? Are you open to working with other photographers?
A: Yes to both! We have been lucky to work with some of our favorites. When Ele Story was in its infant stages, we had the privilege of working with our good friend Melissa at Melissa Fuller Photography, Vivian at High Tea Photography. Both Melissa and Vivian are marvelous and talented in their own right, and we could not be more grateful.
We have also had wonderful collaborations with other talented photographers we have been fortunate to meet in this online community, and as we continue to develop new pieces monthly, we are always looking to work with other talents! If you are interested in a collaboration with Ele Story, please email us email@example.com with samples of your work or a website. Thank you for your interest!
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