How are shipping costs calculated?
- Our shipping & handling charges are calculated based on size, weight and ship-to location.
How long does it take for an order to arrive?
- Orders are processed and packaged within 48 hours of receipt of payment. The package is then shipped via UPS, with the following shipping options provided at checkout:
- UPS Ground (2-5 business days)
- Second Business Day (2 business days)
- Expedited Next Day (1 business day)
- We collect sales tax on all orders shipped to addresses in the state of Texas. Residents in other states are responsible for complying with local state tax laws.
How do I track my package?
- Once your order is processed within 48 hours of purchase, you will receive a shipping notification to the email that you provided during checkout. This will include your UPS tracking number which can be used on the UPS website.
Can I pick up my order locally?
- If you are located in Austin, TX, and would like to pick up your order in person, please contact our team at email@example.com to confirm availability for pick-up PRIOR to placing your order. If this option is possible for your item, the team will provide instructions to you.
What should I do if my order arrives damaged?
We stand by the quality of our products, and want you to love your purchase.
- Full inspection of merchandise must occur within 48 hours of delivery and if applicable, all freight claims must be filed within 72 hours. When receiving parcel deliveries, a signature on carrier automated handheld confirms that the products are received in good condition.
- If the merchandise is refused upon delivery for quality or damage issues, the customer should contact ELYSIAN COLLECTIVE immediately.
- Customer should note on BOL that any concealed damage of boxed product will be responsibility of the carrier as determined upon inspection.
- Claims must be filed within 72 hours of receipt of merchandise. Please forward claims to firstname.lastname@example.org
Does ELYSIAN COLLECTIVE ship outside of the U.S.?
- ELYSIAN COLLECTIVE does ship internationally, and through our online check-out portal, only shipments to CANADA are able to process at this time.
- For all other international countries, please call us at +1 888.556.7094 for details and to place an order via telephone for shipping outside of the U.S. Note, orders taken online do not provide this shipping option.
Do you offer exchanges?
- ELYSIAN COLLECTIVE will exchange items only if they are defective or damaged for the same item. The cost of return shipping will be covered by us if approved.
- Please email email@example.com with your order number and description of your claim within 48 hours of receipt. If accepted, we will email a UPS return shipping label to you.
- If the item is in stock, a replacement for the same item will be shipped to you within 48 hours of receipt of your defective product at our warehouse.
What is your return policy?
In stock art and rugs are final sale and cannot be returned.
We accept returns on in-stock small accessories within 30 days of receipt.
Returns for store credit are free, and all returns for a refund to the original method of payment incur the following flat re-stocking fees:
- $25 for orders totaling below $150
- $50 for orders totaling $150 - $500
- $65 for orders totaling above $500
Re-stocking fees are assessed on a per return basis, not a per item basis.
To be eligible for a return, your item must be unused and in the original condition that your received it in. Towels and textiles must be unused and unwashed.
Sample Sale items are not eligible for return or exchange.
How do I make a return for eligible items?
Please email our customer service team at firstname.lastname@example.org to request your return (provide reason(s) for return and order number).
- Return request must be initiated within 14 days of receipt of your order, and items returned must be received by ELYSIAN COLLECTIVE within 30 days from the date of customer's order.
- Customer is responsible for all shipping costs associated with returning an item.
- Please package items securely in their original packaging as they were received in order for the items to arrive safe and sound in their original condition. ELYSIAN COLLECTIVE is not responsible for any returns lost or damaged in transit. It is the customer's responsibility to ensure the item is packed appropriately for re-shipping.
Once the merchandise is received by our team and is inspected, you will receive an email notifying you of the approval or rejection of your refund.
- Please allow 5-7 business days, and a credit will automatically be applied to your original method of payment, less the applicable re-stocking fee.