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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. 

 

Pre-Orders

ela offers products for sale that are in stock and available for dispatch from our distribution center. Occasionally however we may be waiting for shipments from our workshops. Consequently you may from time to time be given the possibility of making an Advance Payment for certain items in which case you are able to make an Advance Purchase. This will ensure that you receive this item in priority once the stock has been delivered to ela. ela will only take Advance Purchase orders for stock that has been scheduled for delivery to our warehouse. Your rights regarding Advance Purchase are the same as those for any other purchase on elabyela.com. Alternatively, you may simply choose to send us an email at info@elabyela.com for notification of arrival of the selected item not held in stock.

 

SHIPPING

SHIPPING OPTIONS AND DELIVERY TIMES

ela ships within Canada. 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. All  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

$10 (1-3 days)

$15 (1 day)

Quebec & Ontario

Over $200

FREE (1-3 days)

$15 (1 day)

Other Provinces

Below $200

$12 (2-7 days)

$20 (1-3 days)

Other Provinces

Over $200

FREE (2-7 days)

$20 (1-3 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 9.975% PST on the purchase amount or a total sales tax of 14.975%.

- 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 or exchange by contacting customer care at info@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.

 

RETURNS - GIFT WITH PURCHASE

In the event a customer returns product/s, their original purchase no longer qualifies for the free gift with purchase. ela reserves the right to deduct the value of the gift from the refund owed to the customer, if the free gift is not included in the return to ela.

 

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 and China 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 (GOAT, 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.