Store Policies

Delivery

When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time
depends on your location, but can be estimated as follows:
● USA: 3–4 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days

Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!

Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control
and is assessed by your local customs office. Customs policies vary widely for every country so
please check with your local customs office directly to see if they apply duties and taxes to your
purchases.

My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors’ in case the courier left the package with them

If the shipping address was correct, and the package wasn’t left at the post office or at your
neighbor’s, get in touch with us at store@eliandkate.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but
shipping will be at your own cost.

Orders

How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on
where you are, your orders are printed and shipped from the facility that can do it most efficiently!

How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about
your tracking or shipment, drop us a line at store@eliandkate.com.

I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you
quickly, please email us at store@eliandkate.com within a week with photos of the
damaged product, your order number, and any other details you may have about your order. We’ll
get back to you with a resolution as soon as possible!

Returns

What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let
us know by contacting us at store@eliandkate.com

Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of
these apply, please contact us at store@eliandkate.com with photos of wrong/damaged
items and we’ll sort that out for you.

Can I exchange an item for a different size/color?
As the shirts are made specifically for you (on demand), we can’t offer exchanges. If you’re unsure which size would fit better, check out our
sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let
us know at store@eliandkate.com within a week after receiving your order. Include your
order number and photos of the mislabeled item, and we’ll send you a new one, or issue a
refund!

Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

The return address is set by default to the Printful facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 30 days. If Printful’s facility isn’t used as the return address, you would become liable for any returned shipments you receive.

Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a refund or exchange.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at store@eliandkate.com