Customer Service

Shipping & Delivery
We ship most items via the United States Postal Service, either using First Class or Priority Mail delivery. Once items are shipped, they normally will take just a few days to arrive. Because most items are made custom to your specifications (fabric selection), our normal production time is 3-5 days BEFORE your order will ship. Please take that into account when placing your order.
Shipping via USPS First Class or Priority Mail does not give us the option of tracking your package en route, but there is the option of tracking when the package has been delivered. Normally this is included in the cost of Priority Mail service, but not in First Class mail. If this is important to you, please let us know and we will try to accomodate your needs.
Insurance is not automatically offered on shipping, and will not be included unless specifically requested.
We can and do ship outside of the U.S.. If you want a quote on the shipping costs, please contact us. You as the buyer are responsible for any VAT, duties, or other fees required to receive your package.
Privacy & Security
Your privacy is protected at Elisalou Designs. We do not sell or rent any of your personal information. In addition, we have built our online store using a trusted and reliable e-commerce platform by Magento Commerce, which uses industry-standard security encryption (SSL, or Secure Socket Layer 128-bit) to ensure your payment and personal details entered during checkout are never at risk.
Returns & Replacements
If you've changed your mind, ordered the wrong size, don't like the fabric -- whatever -- we will gladly accept returns and offer a full refund less shipping, provivded that the item has not been used or damaged. We ask that you first contact us regarding the return, and complete any returns within 90 days after the original order.
If you have been using an Elisalou Designs product and something has failed (a seam separated, or a broken zipper or clip, for example), then we will repair or replace the item at our cost within the first year after your original purchase. Please contact us to arrange for return shipping first.
At this time we only take orders through our website, or via mail order with a check or money order. We cannot accept phone orders using a credit card as we have no way to directly process your credit card transaction (See also Payment below). If you wish to place an mail order, please contact us for specific instructions.
Payment, Pricing & Promotions
We use PayPal to process all credit card and e-check payments. This allows us to simplify our checkout process, and ensures that we never receive your personal credit card account information. Once you begin checkout and get to the payment options, you'll see the option to pay with PayPal. The next screen will ask you to either log in using your existing PayPal account, or continue without an account. You are not required to have or to setup a PayPal account to buy through our website, but you will have to enter your payment information on their website. After that step is complete, you will return to our site to review your order before submitting.
Our pricing may change from time to time due to specials and promotions. Look on our site for details. We do not offer additional discounts or special volume purchase rates at this time.
Viewing Orders
If you created an account online when you placed your order, you can view all orders and their current status by logging into your account and choosing "My Orders". If you did not create an account, contact us for a status of your order.
Updating Account Information
If you need to update any information on your account, you may log into your account and make changes. If you want us to delete your user account, simply contact us for assistance.