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CUSTOMER SERVICE

Thank you for visiting and ordering from ela (elabyela.com). If you have questions about your order, please contact customer care at info@elabyela.com

Below you will find some helpful information regarding Shipping, Return Policy and Product Care.

 

SHIPPING

SHIPPING OPTIONS AND DELIVERY TIMES
ela ships within Canada and USA. Please email us at info@elabyela.com if you have questions regarding international shipments. All shipping services used by ela provide a tracking number and insurance for the cost of your package. Domestic shipments are sent with Canada Post. The days outlined in the following table refer to business days. Please note an additional 1-2 business day processing time is required.

CANADA Expedited Parcel Xpresspost
Quebec & Ontario
Below $200
$7 (1-3 days) $15 (1 day)
Quebec & Ontario
Over $200
FREE (1-3 days) $15 (1 day)
Other Provinces
Below $200
$10 (2-7 days) $20 (1-3 days)
Other Provinces
Over $200
FREE (2-7 days) $20 (1-3 days)

USA UPS Standard UPS Expedited
USA Below $200 $15 (2-7 days) ---
USA Over $200 --- FREE (4-5 days)


SALES TAX

Orders shipped outside of Canada are not subject to any sales tax.
Orders shipped to:
- Quebec are subject to 5% GST and 9.5% PST on the purchase amount or a total sales tax of 14.975%.
- British Columbia are subject to 12% HST.
- Ontario, Newfoundland and Labrador, and New Brunswick, are subject to 13% HST.
- Nova Scotia are subject to 15% HST.
- Any other Canadian provinces or territories are only subject to 5% GST.

REFUSED SHIPMENTS & WRONG ADDRESS
ela will not be responsible for any fees charged by customs or other tax authorities. If you refuse any shipments from ela, you remain responsible for all original shipping charges, duties, taxes, customs incurred on the package (original and return shipments) and the cost of returning the package to ela. We will subtract this amount from your merchandise refund, if any. If the item is not received by the customer and sent back to us by the postal service company you will be charged the actual shipping fee (not according to the above table). The price of the item will be credited once we receive the item. We will contact you to inform you when we receive the package.

 

RETURN POLICY

RETURNS
ela wants you to be completely satisfied with your purchase. Please let us know within 14 days of receiving your package if you would like to make a return by contacting customer care at cs@elabyela.com. We will provide you with a Return Authorization Number that must be included on the return package. The return package must be postmarked no later than 30 days from the date of original purchase. All tags, including the dustbag must be fully attached and included to the returned item/s. Refunds may only be issued in the same form as was utilized for payment. Shipping fees are not refundable. The balance will be refunded to your credit card within 5 business days from receiving of the returned item/s. We recommend that you insure your package and use a shipper that allows you to track your package, as we are not responsible for delayed or lost packages.

Please note that we are unable to accept returns for items purchased at other retail locations or other websites. We are unable to accommodate merchandise exchanges.

UNITED STATES RETURNS
All returned items should be declared as a Return of Canadian Merchandise on the customs declaration. Returned packages that don't have this mention on their custom declaration may incur additional fees.

 

ORDERS

The merchandise available on the ela website are subject to change. To stay informed of new arrivals and sales, you can subscribe to receive our newsletter. Despite our efforts to always keep the website merchandise updated with our stock, some items that appear on the website may be out of stock. In this case, we will automatically refund your payment and inform you about the unavailability shortly after the order is placed. All items are quality controlled and checked for any faults before they are shipped to the customer. Should you receive an item that is not in perfect condition please contact customer care immediately.

COLORS
Since the resolution and color composition of each computer monitor varies, we cannot guarantee the accuracy of the colors of products displayed on our website.

 

PRODUCT CARE

GENERAL CARE TIPS
ela leather accessories are crafted in Spain using the finest leather skins and hardware. Leather is a natural material and will have variations in colour and texture. Proper leather care contributes to a long life of the product. We strongly recommend consulting a leather care professional for specific advice and maintenance.

We have provided the following general leather care;
keep leather surface clean and dry using a dry and soft cloth
always store your leather accessories away from light and heat
protect your leather accessories from rain and humidity
when not in use store your leather accessories in the ela dustbag provided

LEATHER (COWHIDE & LAMBSKIN) In the event your handbag gets soiled, try gently dabbing the leather with a clean, lightly damp cloth.

SUEDE The unique texture or nap requires the extra care when worn during wet weather conditions. In the event your handbag gets soiled try gently dabbing the suede with a clean, dry cloth. Allowing any damp spots to dry naturally. Use a suede brush to gently lift the nap and remove dirt form the surface.
 

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