customer service

You have questions? We've got answers! Select one of the options below or scroll down. Not finding the answers you're looking for? Visit our Contact Us page and a representative will follow up with you within 24 hours.


ordering

Most of our items are made-to-order. Inventory depends on the availability of materials used to make our merchandise. Once purchased, your item(s) will be fabricated within 5 - 8 business days. Following this, you will receive a tracking number when we have shipped your package. Please note: custom orders or altered items may include a longer fulfillment and shipment time.


shipping

INTERNATIONAL SHIPPING

International Shipping is not available at this time. Stay tuned for our announcement when that becomes available.

US SHIPPING

Orders are shipped within 10-16 days (M-F) via FedEx after the order is purchased. Our shipment process is made to include time for fabrication as most of our products are made-to-order upon purchase. Tracking information will be provided automatically upon shipment of the package.


sizing and adjustments

We aim to accommodate all shapes and sizes. However, if your desired item requires custom adjustment or sizing, please let us know 1-2 days after receiving your transaction confirmation here. Please write [Order #: Custom Sizing] in the subject line and be prepared to provide the measurements for the item you would like custom sized. We will make the adjustment free of charge. Please note: custom sized items are subject to our ordering process. We may not permit your request if it exceeds what we consider a custom sizing adjustment or alteration. If a custom order is what you seek, stay tuned for more details!


rental

See our "Style with Us" program for more details about renting our products for photo shoots or special occasions.


return, refund and store credit policy

We want you to love your ELUKE statement piece. If you are not 100% satisfied with your purchase, let us know and we'll make it right by offering a refund upon return. Please note: we make our products out of handmade and repurposed materials. There may be slight variations or imperfections in certain pieces, but that is what makes each ELUKE piece bold and original, like *YOU*. To return, follow the steps below:

 

RETURN

1. Fill out our return form here. Include your order number and email address.

2. Return the item(s) new and unopened, in its original packaging within 30 days of delivery and we will offer a refund and free return on any order over $100. For customers in the U.S., the fee for return shipping is $8 and will be deducted from your refund. We'll also refund the return shipping costs if the return is a result of our own error (ie. delivering the wrong item.)

3. We only accept return items in their original condition. If the item(s) has incurred wear and tear, we will not honor a refund or store credit.

4. We will provide a return label to the email provided in your filled-out return/exchange form.

5. You should expect to see your refund within 4 - 6 weeks from the date of receipt of the returned package. Please note: this time period includes the time it takes us to process your return once we receive it and the time it may take a financing institution to process our refund request.

STORE CREDIT

We do not provide store credit at this time, but stay tuned for when it becomes available.

Have other questions? Contact us here and include "Return/Refund Question" in the subject line.


cancellation

You may cancel your order within 24 hours of the transaction date for a complete void of the purchase. If you choose to cancel after 24 hours, your credit card will be refunded the amount of the item(s) purchased minus merchant fees. The refund may take up to 5-7 business days to reflect on your card statement. To cancel your order, contact us here and include the subject line: [Order #: Cancellation] and let us know why. We'd love to hear from you. 

In the event that your order has been processed and shipped, you will have to return the order once it had been delivered to you. You can find details regarding our return policy above.


contact us 

Please contact us here for further information or with any product concerns. We aim to respond to every email within 24 hours (M-F).