FAQs & Policies

Free standard shipping for US orders $140 and up! (Offer is only applicable for orders shipping to a US address)

Our limited time offer for free return shipping has ended. For orders placed after July 6th, 2022, $8 will be deducted from the refund. We will still provide free return labels for exchanges.

FAQs

General FAQs
Shipping FAQs
Returns and Exchanges FAQs
Sizing/Fit and Care FAQs
Collaboration FAQs

General FAQs

Q: Is EleStory available in stores?

No, we are strictly online and do not have a store front. We also do not wholesale to retailers. 

Q: Are all of your pieces made in the USA?

Yes! Every design is designed by our founder Judy in her home studio in the San Francisco East Bay and each piece is made with the utmost care and attention to detail by small teams of professionals here in San Francisco, CA.

Q: How often do you come out with new products?

We are always working on new designs inspired by new fabrics and silhouettes. Our major seasonal releases usually fall in mid-late August for Fall/Holiday and late February for Spring. However, we frequently launch new designs throughout the year, usually every couple of months. For sneak peeks and new releases, please follow us on Instagram (@elestory) and Facebook!

Q: Do you only design for girls and women?

Yes, for now, EleStory's main focus and passion is special occasion clothing for mommas and girls. Our Mommy & Me collection started in 2017 and has grown since!

Q: An item I have been eyeing is now out of stock.  Are you planning on restocking?

Generally no, unless otherwise indicated. We often use limited fabrics that are usually used up during production. Please join our wait list for sold out items to receive notifications for if/when they restock.

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/click "Show order summary" above your shipping address when selecting a shipping option and you will see a box for the discount code.

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 info@elestory.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 offer price adjustments once an order has been placed. 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.

Q: Do you sell gift cards?

Yes! Gift cards can be purchased here.

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Shipping FAQs

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 $140 or above (before taxes and shipping fees) shipping to US addresses 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. Please note that we ship all international orders as "Merchandise" with the actual values and the customer may be subject to custom duties or import taxes once the shipment reaches your country. Customers are responsible for these costs so we highly recommend checking with your local customs office for more information before placing an order.

Q: When will my order ship out?

  • Standard Shipping: Approximately 1 - 4 business days after the order is placed. Some orders, however, may take longer to process.
  • Priority Shipping: 1 - 2 business days after the order is placed.
  • Expedited and Overnight Shipping Orders: Usually fulfilled within 1 business day. Orders placed by 10AM PT on a business day will ship out the same day.
  • Please note that we do not honor Saturday Delivery for Expedited or Overnight Shipping. For example, an order placed at Friday 9AM PT will be delivered on the following weekday.

Q: When will I receive my order?

Items shipping within the US are generally delivered within 3 - 7 business days of it shipping out, depending on the shipping method and your location.

International orders can take from 3 - 21 days, depending on your shipping method and location.

A tracking number will be emailed to you when your order is ready to ship, 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 pre-order and ready to ship items are combined in the same order, they are shipped together according to the shipping option selected once the pre-order item is ready. If you desire separate shipments, please place separate orders.

Q: I ordered a pre-order item. When will I receive it?

A: For every pre-order item, we do our best to provide you with our best estimated time frame of when an item will be ready to ship. This information can be found on the product page itself, and even stated in the drop down menu of each size for the product.

Date of actual delivery is usually 3-7 days after the shipping estimate date, depending on the shipping option selected and where you are in proximity to Northern California.

On rare occasions, an unforeseen delay in production can occur, in which case, we will be sure to reach out to inform you of the new estimated shipping date and work with you to make sure our delay does not impact your deadline.  As always, you can email us at info@elestory.com with any concerns.

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 info@elestory.com 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 close to the shipping date to select Overnight (1 - 2 business day) Shipping. This is not only because Overnight Shipping are more reliable than Standard or Priority Shipping, but also because we have the sewers prioritize the overnight orders so that we are able to meet the customer's deadline. Additionally, if we experience delays in production, customers who opt for Overnight 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 or 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 Overnight Shipping. Once you receive the late delivery, please contact us for a return label 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: Can I return or exchange my purchase?

Effective: 07/07/2022

At EleStory, 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 may return your purchase for an exchange, store credit, or a full refund of the purchase price of the item (minus original shipping and handling fees).

You can return your UNWORN and UNWASHED item(s) 14 days from the date you received it.

Items that can’t be returned include: Final Sale Items, Collab Items, and Masks. For all returns, the only thing you need to include in your package is the purchased item.

Please note that any returns delivered more than 30 days after the return label is issued will be issued store credit.

Exchange items will be on hold for 30 days and will be restocked after the 30-day mark. If the exchange item is no longer available at the time the return item is delivered, store credit will be issued for the return (45 days for international orders).

Refunds for payments made through PayPal may take up to 10 days to process. If you prefer a shorter processing period, please select a different payment method.

Any returns we receive that have not been authorized by an EleStory team member, or that we determine to have been worn and/or washed prior to being shipped back to us, or is without the original tag or packaging, may be returned to the sender at our discretion, and a refund will not be issued.  The conditions of the returned pieces will be evaluated by our team members and you will be contacted if conditions have not been met to qualify for a refund. 

Q: How can I initiate a return or exchange?

To initiate a return or an exchange, please email us at info@elestory.com with your order number and we will take care of you. 

Q: Who pays for return shipping? Can I get a return label?

For US customers, we will email you a return label once your return is authorized. Please note that $8 will be deducted from your refund for returns. A free return label will be provided for exchanges. International customers must purchase your own return label from your local post office.

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. We cannot make any international return labels, so customers are responsible for purchasing their own return label from their local post office.

Q: How long does it take for you to process returns?

All refunds will be processed within 3-5 business days upon receipt. EleStory store credit is valid for 12 months after date of issue. After that date the credit will be rendered invalid.

Refunds for payments made through PayPal may take up to 10 days to process, so if you prefer a shorter processing period, please select a different payment method.

Q: I have passed the 14-day mark, but will I still be able to return my purchase?

As long as your return item is not a final sale product, we may accept a return in the form of store credit. Please note that due to the limited nature of our products, returns for store credit are accepted ONLY within 2 months of delivery, and only at our discretion. Please kindly understand that we cannot accept returns beyond this two month window.

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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.

Q: How do I wash/care for EleStory pieces?

Please refer to our care instruction label on the garment. The wash/care instructions are also available on the product page. Due to the delicate nature of our clothing, we highly recommend hand washing your EleStory pieces with mild soap/detergent, and line dry. 

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Collaboration FAQs

Q: We love EleStory items, can we team up for a collaboration?

Yes! We love partnering with bloggers and photographers and often work with talented and creative individuals that we feel fits our aesthetic. If you feel that we could be a good fit, please fill out this form to be considered.

For all media and press inquiries, please contact hello@elestory.com.

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.

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