How do I return or exchange an item?

To initiate a return, please submit a request for a Return Authorization (RA) through your Elena Velez account. Alternatively, you can contact our Customer Care team to assist you with the return process. Elena Velez adheres to a strict no-paper policy, so as to reduce waste. This is why shipments do not include a return slip inside the box.

Elena Velez does not process direct exchanges. We ask that you return the merchandise for a full refund and place a new order for the preferred item(s) at your earliest convenience. Returns are subject to our Return Policy.

Can I cancel or modify my order?

Modifying or cancelling an order is possible so long as the merchandise has not yet entered the packaging or shipment phases.

Please contact our Customer Care team if you would like to make changes to an existing order. Our Customer Care team will help facilitate any changes before the order enters the shipping queue.

When will I receive my order?

Once your purchase has been completed, an e-mail confirmation will be sent to the email address that we have on file for you. This email acts as an invoice and includes your order number.

Once your order is placed, a standard processing time of up to 2 business days is required before the order is shipped out. Orders placed after 11:00 AM (EST) may be processed the next business day, and orders placed on weekends and holidays will be processed the following business day starting at 8:00 AM (EST). During peak periods, processing times may exceed 2 business days.

Once your order has been shipped, you will receive an email with your shipment’s tracking information, allowing you to keep tabs on the progress of your delivery.

How do I know the item will fit me? OR How does the item fit?

In order to help find the best fit, the following information is available on every product page:

• A size conversion chart to help convert international sizes.
• Product-specific measurements (i.e., sleeve length, pant leg width etc.).
• Size of the garment worn by the model, alongside their specific measurements.

Our Customer Care team is always available to answer any questions regarding measurements and fitting.

Taxes

The prices listed on individual product pages are calculated based on the location you are shopping from. In order to ensure you’re seeing the most accurate pricing, taxes and delivery fees while you browse, make sure to select your shipping country.

Please note: when using the Elena Velez mobile app please allow access to location services in order to see location specific pricing.

Canada

For orders that are placed within Canada, customers will be charged federal and provincial sales taxes -- these depend on which province the order is being shipped to. Since Elena Velez is a Montreal-based company, Canadian orders will not be subjected to any duties upon delivery, as the shipment is not traversing any borders.

International

We ship to over 40 countries with duties and taxes included. If applicable, duties and taxes will be included in the final price at check out and your order will be shipped DDP (Delivered Duty Paid). Upon delivery, you will not be required to pay any additional fees. If duties and taxes are not included in the final price at check out, your order will be shipped DDU (Delivered Duty Unpaid). As such, your order may incur duties, fees and import taxes upon delivery. This charge is determined by your local customs authority and payment of these fees is obligatory if you wish to obtain your shipment. For further information, please consult your local customs office.

United States

By placing an order with us, you acknowledge that this sale occurs outside the United States, and that you are importing your order for non-commercial (personal) use. You also acknowledge that you will be listed as the importer for US Customs and Border Protection purposes and that your order will be imported into the United States in accordance with the necessary customs requirements.

To simplify this process, your order indicates your agreement to authorize Elena Velez to appoint a designated carrier/customs broker, where applicable, as your unpaid agent for customs purposes by executing a power of attorney applicable to a single non-commercial shipment. Your order serves as an electronic signature indicating your agreement to the following, as required by US Customs and Border Protection:

“The designated carrier/customs broker is hereby authorized to execute, as an unpaid agent who has knowledge of the facts, pursuant to the provisions of section 485(f), Tariff Act of 1930, as amended, the consignee’s and owner’s declarations provided for in section 485 (a) and (d), Tariff Act of 1930, as amended, and to enter on my behalf or for my account the goods described in the attached invoice which contains a true and complete statement of the facts concerning the shipment.”

Your authorization permits the carrier/customs broker to file on your behalf: (i) an administrative entry under section 321 of the Tariff Act of 1930, if eligible (see below); (ii) an informal entry pursuant to section 143.21 of the Customs Regulations, if eligible; or (iii)the formal entry  for any order that is over $2,500, or otherwise requires formal entry.

You are responsible for any U.S. duties, taxes and fees that may be due under U.S. law. Shipments to the U.S. of goods that are valued at US$800 or less may be imported without the payment of duties and taxes subject to certain restrictions, pursuant to section 321 of the U.S. Tariff Act of 1930 (“Section 321”). These restrictions include the following:

1. A single contract or order addressed to a same individual that exceeds US$800, cannot be split into more than one shipment to avoid the payment of duties and taxes;
2. Individual orders addressed to a same individual that are consolidated by the shipper or carrier on a single bill of lading (“B/L”) or air waybill (“AWB”) will be treated as a single shipment and will not be entitled to Section 321 treatment if the total value exceeds US$800; and
3. If there are individual B/Ls or AWBs, the shipment will qualify unless there are several B/Ls or AWBs addressed to same individual with shipment on the same day and the total value of these shipments is over US$800, in which case U.S. Customs and Border Protection will treat them as a single shipment.

It is Elena Velez's position that all goods purchased from us, should be imported into the United States without the payment of duties and taxes pursuant to section 321, only when section 321 is applicable. Our express carriers have been instructed  to only apply Section 321 where applicable.

Shipping Information

Once your order has been shipped, you will receive an email with your shipment’s tracking information, allowing you to keep tabs on the progress of your delivery.

Please note: tracking information will be updated online one (1) business day after your order has been shipped.

You will become the owner of the goods that you have ordered once they have been delivered to your specified delivery address. At this point, the goods become your responsibility and Elena Velez no longer has any responsibility for taking care of the goods from that point.

Duties and Taxes

Your authorization permits the carrier/customs broker to file on your behalf: (i) an administrative entry under section 321 of the Tariff Act of 1930 (“Section 321”), if eligible (see below); (2) an informal entry pursuant to section 143.21 of the Customs Regulations, if eligible; or (iii) the formal entry for any order that is over $2,500, or otherwise requires formal entry. You are responsible for any U.S. duties and taxes that may be due under U.S. law. Shipments to the U.S. of goods that are valued at US$800 or less may be imported without the payment of duties and taxes subject to certain restrictions, pursuant to Section 321. These restrictions include the following:

1. A single contract or order addressed to a same individual that exceeds US$800, cannot be split into more than one shipment to avoid the payment of duties and taxes;
2. Individual orders addressed to a same individual that are consolidated by the shipper or carrier on a single bill of lading (“B/L”) or air waybill (“AWB”) will be treated as a single shipment and will not be entitled to Section 321 treatment if the total value exceeds US$800; and
3. If there are individual B/Ls or AWBs, the shipment will qualify unless there are several B/Ls or AWBs addressed to same individual with shipment on the same day and the total value of these shipments is over US$800, in which case U.S. Customs and Border Protection will treat them as a single shipment.

Shipping Costs and Delivery Times

Elena Velez will deliver your goods to the address you give for delivery at the time you make your order.

Delivery days are estimates only and are not guaranteed. Elena Velez will always try to deliver your goods within the estimated delivery times below but actual delivery times are sometimes outside of Elena Velez’s control. Accordingly, unless you and Elena Velez specifically agree otherwise, the delivery deadline for the goods is not essential.

Elena Velez normally delivers all items in a multiple product order together. However, sometimes your order might be split into separate deliveries to allow Elena Velez to process and deliver your products more efficiently.

Please allow us up to 2 business days to process your order (USD). *except restricted product orders

Failure to Deliver

Should Elena Velez be unable to deliver the goods to your specified delivery address, and Elena Velez is unable to re-arrange delivery after Elena Velez has made reasonable efforts to do so, then Elena Velez may cancel your purchase of the goods, with any payment you have made for those goods refunded. Without prejudice to your return and/or cancellation rights, if your cleared payment is not received (or is reversed) but you have received the goods, you must pay for them or return them in accordance with our reasonable instructions, without damage and at your own expense. For further information about returning goods to Elena Velez, please see the Return Policy.

See our Pre-Order Policy.

Return Policy:

We do not offer cancellations, or refunds. All sale items are final. Returns under special circumstances are accepted, at our discretion, within 5 consecutive days of receipt for an exchange consideration or credit coupon.We’ll consider exchanging unworn and resalable merchandise for another color or size, pending material availability of the garment. We take full responsibility in the extenuating circumstance of a manufacturing defect.

Returned merchandise should be in the same condition as when you received it, new, unworn, undamaged, saleable, with original tags and packaging (if applicable).

Upon arrival, all returned items are inspected. We reserve the right to determine if returned merchandise is in saleable condition. If for any reason merchandise is not in saleable condition, shipping returned items back will be the responsibility of the customer.

Please note original shipping charges are non-transferable and non-refundable.

Colors:

Garments might lose the colors upon washing or dry cleaning. Following the care instructions attached to the garment might avoid loss of color or seepage of color onto other parts of the garment or other garments. Care for the garment is the customer's responsibility and the quality of the fabric or the color of the fabric is not warranted by Elena Velez.

Loose stitches, decorative objects, raw edges:

Any kind of these issues should be inspected before purchasing the garment. No exchanges or returns are allowed.

Prior to returning any items, a return acceptance confirmation email is needed from the customer care team. Please do not return any items without approval. Email your order number and concern, for review, to [email protected].  If your concern is approved via email, please return unworn merchandise for review by following the steps further below.

Returning pre-approved Merchandise By Mail:

Customers are solely responsible for returning merchandise within 5 consecutive days of receipt.

Ship potentially eligible returns prepaid and insured (for your benefit), include a copy of your order number, phone number and email address inside of your package so if applicable, your exchange or credit can be easily processed. Ship to:

Elena Velez RETURNS

Order #: ___________ (your order number goes here)

2 Blue Slip

Unit #32H

Brooklyn, NY 11222

For added security measures, please email your order number and return tracking number to us at [email protected] - Email Subject: Return Order # (enter your order number)

Please allow up to 10 business days from the time we receive your return for it to be processed. Due to COVID19, processing may be delayed an additional 5 business days.

Non-Returnable:

All sale items are final sale. All International orders are final sale. All sales are final, and we do not accept returns. If you have any questions about a particular item in our online platform, please contact us before purchasing.

General & Wholesale Inquiries - [email protected]

Customer support & Collaborator Studio - [email protected]

Placements & Press - [email protected]

@_elenavelez