FAQs

HOW DO I CHECK MY 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.

HOW DO I MAKE A RETURN?

If for any reason you are not fully satisfied, you can return merchandise by visiting our Return Center here. Simply follow the instructions to begin your return, at the end you will be given a return label to print.

To ship your return:

• Pack the items you are returning in the original package; 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 at 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.

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.

All returns are subject to the policies and requirements of our Return Policy.

DO YOU CHARGE FOR SHIPPING AND RETURNS?

We offer free ground shipping and returns on all orders $500+ within the continental U.S. Orders less than $500, 2nd Day and Next Day Air services are offered for an additional fee. Please note, we do not ship internationally at this time. Shipping costs and terms may vary at elysewalker stores.

Returns are free when you use our Return Center. We cannot reimburse you for return shipping costs should you choose not to use our pre-paid label.

For more details, visit our Shipping and Returns.

CAN I RETURN MY ONLINE ORDER TO ELYSEWALKER STORES?

Online purchases may be returned in stores but your refund will not be processed until the merchandise is received in our warehouse. Please refer to our Return Policy for more details.

In-store purchases cannot be returned online. Terms and policies may differ in-store. Please see Stores for more details.

CAN I MAKE CHANGES TO OR CANCEL MY ORDER?

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 once you’ve received the order confirmation email.

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.

DO YOU OFFER PRICE ADJUSTMENTS?

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.com 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.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

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

Klarna

• We also offer the option to pay in four interest-free installments with Klarna.
• Please note that you’ll be redirected to Klarna to complete your purchase and they will 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.

For more information, click here

HOW CAN I PAY WITH KLARNA?

Pay online or in the app Review your latest purchases and make payments in the Klarna app or online.

Download the Klarna app: https://www.klarna.com/app

Log in online: https://app.klarna.com/login

Chat with customer service: https://www.klarna.com/us/customer-service/

For more information, click here

DO YOU SHIP INTERNATIONALLY?

We currently support shipping within the United States only. We will offer international shipping in the future.

IS A SIGNATURE 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.

WHAT DO I DO IF I THINK MY 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.

HOW CAN I WORK WITH AN ELYSEWALKER STYLIST?

We provide several different ways to work with a Stylist to build your ultimate wardrobe.

For more details, visit our Styling Services.

HOW CAN I SEND AN ORDER AS A GIFT?

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.

DO YOU SELL ELYSEWALKER GIFT CARDS?

eGift Cards are available for purchase on www.elysewalker.com/products/gift-card. They are available for purchase in $100, $200, $500, $1000, & $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 at this time.

Please note, physical gift cards can only be purchased and redeemed at elysewalker store locations.

HOW DO I RESET MY PASSWORD?

Visit the Personal Info section of your account and select Reset Password.

NEED HELP WITH JEWELRY?

Contact the Jewelry Concierge at jewelry@elysewalker.com to receive assistance with sizing, sourcing, repairs, special orders and finding the perfect piece for any occasion.

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.

WHAT IS THE FIT PREDICTOR?

Fit Predictor is available for our clothing and shoes. This tool allows you to determine your perfect size by comparing your previous purchases and combines it with the personal fit preferences of like-minded shoppers to determine the size that’s right for you across different brands and categories.

WHAT IS YOUR PRIVACY POLICY?

For more details on our privacy policy, click here.

ADDITIONAL QUESTIONS

If you have additional questions, please contact Client Services at clientservices@elysewalker.com between 9AM–5PM PST Monday – Friday, except for holidays.