Shipping and Returns
Communications Related to Your Order
Once you have placed your order, we will send an order confirmation email to the email address you provided at checkout. We also send email notifications when your order ships, when to expect delivery and once it has been delivered. If you do not receive emails related to your order, please be sure to check your spam folder. We suggest adding orders@elysewalker.com to your contacts to avoid emails going to your spam folder in the future.
Order Status
If you placed your order while logged in to your elysewalker.com account: To check your order status, navigate to the "Orders" section of your account. Here, you can see detailed order information about your current and past orders. If your order has shipped, you will see the tracking number.
If you placed your order as a guest: If you checked out as a guest, we will send you emails when your order ships and when it is out for delivery; these will include UPS tracking details. You can then track the progress of your package on UPS.com.
Updating or Cancelling Orders
To provide the best possible service for our customers, we begin processing an order as soon as the order is placed. Because we may have started the processing of your order immediately, we cannot update or cancel orders.
If you forgot to add a promotional code, please contact Client Services via clientservices@elysewalker.com. Include your order number and promotional code in communication.
Please note that we can only retroactively apply missing promotional codes within 7 days of your order being shipped.
Promotional Codes and Offers
Only one promotional code can be used at a time. During sale periods, multiple discounts cannot be stacked or combined. In the event we believe a customer is misusing promotional codes, we have the right to refuse to honor a promotional code. Please note that some items may be excluded from promotional code discounts.
elysewalker.com promotional codes are not valid in stores. They cannot be applied to previous purchases or the purchase of Gift Cards and cannot be redeemed for cash or combined with any other offer.
Price Matching
We will gladly match another qualified retail partner’s price on identical items that meet our price match conditions:
- Price match is only for products that are available on our website.
- The products must be identical; the style number and color code must match.
- The product size must match.
- The product must be in new condition, in stock and be available to buy on the retailer’s website. We do not match prices for products that are sold out.
- We do not match prices for stacked promotions.
If the product meets these conditions, contact Client Services via clientservices@elysewalker.com and be sure to provide a link and/or photo of the product on the other retailers site.
Gift Card Purchase and Usage
elysewalker.com eGift Cards: eGift Cards are available for purchase on www.elysewalker.com/products/gift-card. They are available for purchase in $100, $200, $500, $1000 and $2000 denominations. eGift Cards will be delivered electronically to the email address of the purchaser or the gift recipient. eGift Cards will be redeemable towards any valid elysewalker.com purchase, but cannot be used for purchase in elysewalker stores.
Please navigate to www.elysewalker.com/pages/check-gift-card-balance to check the balance of your eGift Card. You will need your eGift Card code to check the balance.
If you do not receive emails related to your eGift Card, please be sure to check your spam folder. eGift Cards will be sent from “elysewalker via Rise.ai” – we suggest adding gifts=rise-ai.com@mail.rise-ai.com to your contacts to avoid emails going to your spam folder in the future.
elysewalker Store Physical Gift Cards: Please note, physical Gift Cards must be purchased and redeemed only at elysewalker store locations. They cannot be used for online purchases on elysewalker.com at this time.
eGift Cards and physical Gift Cards do not expire. They may not be returned or redeemed for cash except as required by law. Please treat your Gift Card like cash and safeguard it accordingly. We reserve the right to refuse to accept a Gift Card that is believed to have been fraudulently obtained.
For more information about our terms of use for elysewalker.com eGift Cards and elysewalker physical store Gift Cards, please visit our Terms of Use.
Placing a Gift Order
During checkout, you may select to have an item gift wrapped in our signature metallic box with grey ribbon. You will also be able to write a personalized gift note. A fee of $15 will be added to your order. The packing slip included with the order will not include any product pricing information.
Product Availability
Products added to your Shopping Bag are not reserved and often sell out quickly. Products are only reserved once the Payment Information page is completed.
If you are interested in a product or size that is currently out of stock, click "Notify Me" on the product page and enter your email address to receive a notification if the item becomes available. You can also reach out to Client Services with questions about product or size availability by clicking "Contact Client Services" on the product page.
Forms of Payment
We accept the following credit cards with U.S. billing addresses only: American Express, MasterCard, Visa and Discover. We also accept Apple Pay, Google Pay, Shop Pay and Paypal. We are unable to split tender across multiple credit cards. We do not accept checks, cash, or money orders.
Please note, you may not use elysewalker store credits for online orders on elysewalker.com. If we believe there is any payment fraud, we have the right to refuse or cancel an order, but we have no obligation to confirm the accuracy of any orders placed.
Klarna
We also offer the option to pay in four interest-free installments with Klarna. Please note:
You’ll be redirected to Klarna to complete your purchase and they’ll be in touch when your payments are due
Klarna will perform a soft search with a credit reference agency. This will not affect your credit rating
Please note, this payment option isn't available for some selected brands. You will be invited to select a different payment method at checkout. For more information, click here.
Charges & Payment Authorization
We authorize and charge your credit card for the total purchase amount (including tax and shipping) at the time your order is placed. An email notification will be sent.
If you attempted to place an order, but were unsuccessful, some credit cards and/or bank establishments do place a hold for the failed amount. This is not a charge to the card, but a held authorization on the banking side. If you have any questions regarding failed attempts to place an order, please contact Client Services via clientservices@elysewalker.com and we will be glad to assist you.
Taxes
Please continue to check our Terms of Use for the most up-to-date information.
Sales Tax
The terms contained herein are subject to change, as the taxation of online transactions is continually evolving. Capretto LLC strives to comply with state and local tax laws as they exist currently, and continues to monitor and update its taxation policies as those laws change.
State & Local Sales Taxes
Taxes charged to your credit card will be calculated based on the applicable state and local sales taxes when your order is shipped.
States & U.S. Territory Where Capretto LLC Collects Sales Taxes
Orders shipped to AZ, CA, CO, CT, DE, DC, FL, GA, HI, ID, IL, IN, MA, MI, MN, MS, NE, NV, NJ, NY, OH, PA, TN, TX, UT, VA, WA, or WY will have all applicable local and state sales taxes added to your total order, and to your shipping
States Where Capretto LLC Does Not Collect Sales Taxes
Capretto LLC does not collect sales or use taxes in all states. For states imposing sales or use taxes, your purchase may be subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the Internet or by other remote means. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases. Details of how to report these taxes may be found at the websites of your respective taxing authorities.
Security
Our website includes an SSL certificate that uses industry-standard 256-bit encryption technology. This is the same level of encryption used by large banks to keep your information secure. We use PCI-compliant Shopify Payment Solutions for credit card processing. Our teams do not have access to your credit card information.
Price Adjustment
We will honor a one-time price adjustment on full-price items within 7 days of the shipment date for price differences on eligible items only. To receive a price adjustment, please contact Client Services via clientservices@elysewalker and refer to the order number on your packing slip or the order confirmation email. All Sale items are excluded. Other promotions may also be excluded.
Prices are as marked and reflect elysewalker.com, stores may vary. For more information, please visit our Terms of Use.
Order Processing Time
We do our best to process and ship orders within 1-2 business days after credit card verification. Our business days are Monday - Friday and exclude holidays.
Please keep in mind that when we have an influx of orders during sale, peak periods and holiday time periods the processing of your order could take longer. If you have any questions about your order, please contact Client Services via clientservices@elysewalker.com and we will be glad to help.
Shipping Notification
When your order has been shipped, you will receive an email with your tracking number and a link to where you can see the shipment status. Please allow for a minimum of 24 hours for the tracking information to register on the carrier’s website. Please check your spam or junk mail folders if you have not received your information.
Items may arrive in more than one package; you will receive tracking information for each package.
While we will do all we can to ensure your order is delivered on time, we cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.
Please keep in mind that UPS and additional carriers are experiencing delays, and so there may be delays to the shipment and arrival of your order. We do the best we can to ensure speedy delivery of your order, but some delays are outside of our control.
Shipping Fees and Estimated Delivery Times
Free ground shipping via UPS Ground is automatically applied during checkout on all orders $500+ within the continental U.S. Orders less than $500 will incur an $8 ground shipping fee. Please note, we do not ship internationally at this time. Delivery costs are provided at checkout. Shipping cost and terms may vary at elysewalker stores.
Please see below for more details. Please keep in mind the historic delays affecting all shipping carriers. We will do our best to have your order arrive quickly, but some delays are beyond our control.
UPS Ground
- Free shipping on domestic orders $500+
- $8 shipping charge on domestic orders less than $500
- $25 shipping charge on orders to Alaska or Hawaii
- Estimated processing time is 1 – 2 business days
- Typical delivery is within 3-7 business days*
- Orders to Alaska or Hawaii will be delivered within 5-12 business days*
*We cannot guarantee delivery dates as delivery depends on the carrier.
UPS 2nd Day Air
- $25 shipping charge
- Orders placed by 12PM PST will be shipped the same business day
- Typical delivery is within 2 business days after processing*
- For orders placed by 12PM PST, typical delivery is within 2-3 business days*
- Orders to Alaska or Hawaii will only be shipped UPS Ground*
*UPS does not provide 2nd Day Air delivery to all addresses. If your location is remote, the 2nd Day Air shipment method may not be available to you. We cannot guarantee delivery dates as delivery depends on the carrier.
UPS Next Day Air
- $50 shipping charge
- Orders placed by 12PM PST will be shipped the same business day
- Typical delivery is next business day after processing*
- For orders placed by 12PM PST, typical delivery is next business day by 8 pm*
- Orders to Alaska or Hawaii will only be shipped UPS Ground*
*For orders placed and confirmed by 12PM PST. For orders placed after 12PM PST, add an additional day for processing and delivery. UPS does not provide Overnight Delivery to all addresses. If your location is remote, the Overnight option may not be available to you. We cannot guarantee delivery dates as delivery depends on the carrier.
*Business days are considered Monday - Friday. We do not ship on Saturday or Sunday. UPS delivery is based on their delivery days and the service selected.
Shipping to Alaska, Hawaii and Puerto Rico
For expedited shipments to Alaska or Hawaii, the available shipping methods will show in the checkout based on the address for delivery. We currently do not ship to Puerto Rico.
For standard delivery, shipments will be sent via UPS Ground.
Shipping to PO Boxes or APO/FPO addresses
We do not currently ship to PO Boxes or APO/FPO addresses.
Shipping Internationally
We currently support shipping within the United States only. We will offer international shipping in the future.
Signature Not Required for Delivery
The vast majority of our orders will be delivered with no signature required. We may require a signature for some orders. Should your order require signature upon delivery, your UPS tracking information will indicate that your package requires a signature.
If You Suspect Your Package Was Stolen
All goods are your responsibility from the time we deliver them to the address specified on the order. Should you suspect your package has been stolen after delivery, we suggest you contact UPS to open up a stolen package case. Please have your tracking information available.
Jewelry Orders — Special Handling
Jewelry orders will ship via UPS and will be fully insured. For orders that include both jewelry and apparel or accessories, your order will ship together. Please note, jewelry will be in its own box inside the shipment box. In some instances, jewelry may ship separately. If so, we will send you tracking information in a separate email.
Shipping Holidays
elysewalker and its carriers will not be shipping or delivering on the following holidays/day the holiday is observed:
- New Year's Eve
- New Year's Day
- Martin Luther King Jr Day
- Presidents’ Day
- Good Friday
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Day after Thanksgiving
- Christmas Eve
- Christmas Day
Delivery Policy
If you refuse delivery of your order, the order will be returned to our distribution center and you will receive a refund for the merchandise and tax paid. Shipping charges are nonrefundable.
We hope that you are pleased with your order. If for any reason you are not fully satisfied, we offer free returns according to the policies outlined below. If you have any questions, please contact Client Services via clientservices@elysewalker.com.
You can return merchandise by visiting our Return Center here.
You may also return merchandise to any of our elysewalker stores, but your refund will not be processed until the merchandise is received in our warehouse.
RETURN POLICY
We gladly accept the return of merchandise according to our policies as outlined below. We reserve the right to deny a refund if the returned merchandise does not meet these requirements:
- Full-price and sales items in new and original product condition, with all tags attached and original box and dustbags included can be returned for a full refund within 14 days of the delivery date. Worn, altered or washed items cannot be returned.
- Returns of all jewelry items must be made within 7 days of delivery.
- Items marked as Final Sale items cannot be returned at any time and are not eligible for price adjustments.
- All customized items are Final Sale.
- Special order and customized jewelry is Final Sale and not eligible for a refund.
- eGift Cards are Final Sale, may not be returned and may not be redeemed for cash except as required by law.
- Handbags, shoes, accessories, belts, and small leather goods must be returned in the original box and dust bags included in original packaging.
- All swimwear should be returned with the sanitary strip intact.
- In-store purchases cannot be returned online.
- Online purchases may be returned in elysewalker stores.
- elysewalker merchandise purchased at independent retailers, department stores or discount stores must be returned to the retailer where it was purchased.
Refunds for returned items will be credited in the same form as the original payment method or an elysewalker online credit per our policies.
In the event we suspect that any customer is using the site to perpetuate fraud, or taking advantage of the return policy, we have the right to refuse a return, or refuse to process a refund, or opt to provide an online credit.
RETURNING YOUR ORDER
We offer free returns for orders in the continental U.S. only. You can return merchandise by visiting our Return Center. Simply follow the instructions to begin your return, at the end you will be given a return label to print. If you need assistance, contact Client Services via clientservices@elysewalker.com.
You may also return merchandise to any of our elysewalker stores, but your refund will not be processed until the merchandise is received in our warehouse.
To ship your return:
- Pack the items you are returning in the original package (if possible); enclose the original packing slip or a copy of the packing slip in your return package. Please be sure to mark the return quantity for all items you're returning
- Seal the box securely and adhere the return shipping label provided.
- Packages can either be dropped off any authorized UPS location, or you can schedule a pick-up via 1-800-PICK-UPS®. Please ensure the package is scanned for tracking purposes and obtain a receipt if possible.
Only one prepaid label is provided for each order, therefore we ask that all goods are returned in the same parcel.
Your order is insured when we send it to you. To guarantee that your return package is insured, please make sure to use the return label provided.
Please make sure to obtain a drop-off receipt for returns, we are not responsible for items lost, stolen or damaged by the carrier or shipment center. The drop-off receipt is your confirmation of the return. If you are sending the return using your own carrier we are not responsible for returned items that we do not receive. We do not reimburse for return labels paid for by consumers.
Once your package has been received at the elysewalker warehouse, and your items are approved for return, your refund will be processed in 1-2 business days. You will receive your refund in the original form of payment or receive an elysewalker online credit per our policies. Any shipping costs are non-refundable unless the return is a result of a manufacturing error or a shipping error on our part. Your bank may require an additional 3-5 business days (Monday - Friday) to reflect the return transaction once we process the return. Typically, debit and credit cards with regional banks take 7-10 business days. Please note, online credits may only be redeemed online at elysewalker.com. Store credits may only be redeemed at elysewalker stores.
GIFT RETURNS
Have you changed your mind about a gift you received that was purchased on elysewalker.com? Visit our Return Center here to return your gift for an online credit. For help, contact Client Services via clientservices@elysewalker.com between 9AM – 5PM PST, Monday – Friday, except for holidays.
EXCHANGES
We do not offer automated exchanges at this time. Should you need a different size or color of an item you have purchased, please return your original items and place a new order for the style and color you want.
SHIPPING ERRORS OR DAMAGED PRODUCTS
If we process an order incorrectly or you receive a damaged or defective item, we will gladly replace it or accept it for a full refund at our expense. Please visit our Return Center to return your order. Simply follow the instructions to begin your return, at the end you will be given a return label to print.
To arrange to replace your product:
- Contact Client Services via clientservices@elysewalker.com between 9AM-5PM PST, Monday through Friday (except for holidays) and refer to the order number listed on your packing slip or your order confirmation email.
- Customers using a third-party shipping service are responsible for any duties, taxes and shipping costs that may occur.
- We are not liable for any damages and/or package loss from a third-party shipping service.
All goods are your responsibility from the time we deliver them to the address specified on the order. Should you suspect your package has been stolen after delivery, we suggest you contact UPS to open up a stolen package case. Please have your tracking information available.
JEWELRY REPAIRS
We offer jewelry repairs for items purchased within 90 days from receipt. Please note, there may be a repair fee at times due to the nature of the item and/or repair.
