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Shipping & Returns
What is your Shipping Policy?
We primarily ship to two main countries: Canada and United States of America. However, we ship worldwide. E's Element also offers convenient flat rate shipping rates for jewelry and apparel.
Click here for a detailed explanation of our shipping policy
PLEASE NOTE (CUSTOMERS OUTSIDE CANADA): Once the package arrives in your country, the local courier service picks up the package. E's Element is not responsible for country's customs taxes or delivery mishaps once its out for delivery in your local area. You will be contacted by your country's customs agents to pay all taxes and dues for your items to be released to you (if applicable).
Is there Local Delivery and Pickup available?
LOCAL DELIVERY AND PICK UP AVAILABLE. CLICK HERE
Do you live in the Greater Toronto Area? (E.g. Mississauga, Toronto, Brampton, Oakville, Milton, Vaughan etc.). Perfect! Because pick up and delivery orders are also available for people like you. You get to receive your items as early as 24 hours from when you ordered without the wait of shipping! Awesome right.
What is your Preorder Policy?
Click here to learn more about E's Element Preorders
What does in-stock, preorder and made-to-order mean?
The shipping and processing times depend on the items you are ordering. The status of each product (in stock, preorder or made-to-order) is indicated on each individual product page, as well as the estimated shipping date.
In Stock
It's in our facilities and ready for a new home! Shipping timelines will vary depending on your location.
Preorder
We don’t have it on hand yet but it’s coming soon! Not to worry, you can still purchase it and your order will be added in queue to be fulfilled and shipped as soon as they are available! The estimated ship date is indicated on the product page and at check-out for your reference. You'll see it above the "Add to Cart" button. Kindly note that you will be charged at the time the order is placed.
Can I exchange my E’s Element item?
Yes you can. To be eligible for an exchange, your request must be made 7 days after receiving your item.
.Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.
- Log in to your account: Click here to access your E's Element Account
- In the Email field, enter your email address, and then click Continue.
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code.
- Click the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the store.
- Click Request return.
If your return/exchange request is approved and requires shipping, then you receive an email with shipping instructions.
How can I cancel my order?
You can email us at support@ellaelement.shop and provide us with your order number on the same day the order was made.
Please Note: Orders cannot be cancelled once shipping confirmation has been provided to you, so if you would like to cancel an order please ensure this is done before the order confirmation is sent out to you.
Do you ship internationally?
Yes! E's Element ships worldwide and offers free international shipping on orders over $300CAD!
Where are E's Element products shipped from?
All products ship from Canada, Ontario.
Sizing
Do you have a jewelry and clothing size chart?
Yes we do! Below is a link to our sizing charts. Plus, you can also find 'size guides' on the product page of a specific item.
Product Care + Materials
What styles of athleisurewear do you produce?
We mainly focus on producing garments with cotton fleece, velvet textiles, ribbed material and spandex.
What is the difference between athleisure and active wear?
When you need clothes that are both really comfortable and really cute, grab athleisure.
When you need lothes that are both really comfortable and sweatproof, grab activewear.
Can I machine-wash my athleisurewear?
We would recommend that you refrain from machine-wash for a while, as this could loosen up the material of the sweatsuit, which is natural for most clothing. Hand washing is recommended.
What material is your jewelry made of?
All jewelry pieces from the Link Collection plus the Ella Lava Rings and Signet Rings are 18K yellow gold and white gold. Gold plated pieces require extra care. Whereas, pieces from the From The Mind of Ella collection and Double Band Stackable Ring are 18K gold IP plated on stainless steel. These types of pieces are water resistant and shower safe but like any other jewelry piece requires adequate care. More information can be found on each item’s individual page for an in-depth description of each jewelry piece.
How should I be taking care of my E's Element jewelry?
For more information about our jewelry product care, kindly visit our jewelry care page HERE.
How do I use my jewelry polishing cloth?
To keep your piece looking its best, gently rub the surface with the polishing cloth. Always wash your hands after use to ensure the cleaning agent is removed.
It is normal to see dark residue on the cloth, it’s a sign that it is working correctly! The cloth contains a small amount of cleaning agent which will hold on to any dirt, oil & residues that are removed from the surface of the item being polished. Never wash the polishing cloth as it will lose its effectiveness. Keep out of reach of children.
General
Can my business/organization partner with E's Element?
Yes! we are thrilled you would like to partner with E's Element. Click here to fill out the form and get in touch with our general support team and we would be happy to connect with you and your proposal :)
How can I collaborate with E's Element as a micro-influencer?
Yes we do. Click here to apply for our influencer program.
Do you have an affiliate program?
If you are interested in participating in the E's Element affiliate program, you can apply here.
Where can I buy E's Element?
E's Element is sold exclusively at ellaelement.shop, shopthemuse.co , canadablackownedmarketplace.ca, miiriya.com and allblkmarket.com. Be the first to know about new collections, restocks, and more by signing up for our text list here.
Will E's Element be launching other products apart from jewelry?
Yes, E's Element will be launching other products which include matching sweatsuits (hoodies & sweatpants) and athleisure apparels like bra tops, cycle shorts and more!
We will definitely keep you in the loop about new product launches!
Do you restock items?
Yes we do for a few pieces. This will depend on the demand for that particular product. However, if you do see a product that you love and it's sold out, kindly send us a dm on Instagram: @ellaelement.shop and we will be happy to accommodate your needs! :)
My Order
Can I create an account?
Register for an account and enjoy the following benefits:
• Track your orders and review past purchases
• Save your addresses for quicker check out
• Manage your account details, address book and email preferences
How do I find my order number?
Your Order
If you have an E's Element account, simply log in and select “My Orders” in the drop-down menu under your name. There, you can find the order number! If you haven't created an account, no worries! You can create one anytime with the same email address used to place the order.
Also note that with every order, we send an order confirmation email, which is sent to the same email used to make the purchase. Be sure to check all inboxes as it can make its way to junk/spam folder!
Gift Order
If you've been sent a gift, a gift receipt with the order number should've been included. Still can't find it? Send us an email at support@ellaelement.shop with the gifter's name and their email address!
How can I cancel my order?
Kindly note that as our team works hard to get your order dispatched as quickly as possible, we may not be able to cancel your order upon request.
All other products
If your order has not been shipped, please reach out to us at support@ellaelement.shop with your order number.
Can I refuse my shipment?
Should you choose to refuse the delivery of your order to avoid duties and taxes or if you change your mind, you will be responsible for the return shipping fee charged to E's Element. Keep in mind that this amount is dependent on your country. If you want to make any adjustments to your address, please be sure to reach out to us at support@ellaelement.shop before your order is shipped.
Can I update my order?
Kindly note that as our team works hard to get your order dispatched as quickly as possible, we may not be able to update your order in time.
If your order has not been shipped, please reach out to us at contact@ellaelement.shop with your order number and the details on the change.
Can I change my address?
hour of placing your order and we will try our best to accommodate the change before the order is processed.
Kindly note that as our team works hard to get your order dispatched as quickly as possible, we are unable to guarantee the change. Once the order is shipped, E's Element is unable to change the address on our end.
Can you help with a damaged item?
We apologize that you received a damaged item. Please send a photo of the damaged product to support@ellaelement.shop with your information and we would be happy to help you with a resolution. Please note, any damaged item outside of a 7 day return window cannot be returned or refunded.
Payments
What payment methods do you accept?
How does Sezzle work?
Making that big purchase won’t feel so bad after all because you’ll only pay 25% of your total purchase cost immediately and the remaining amount divided up across three more installments, each due two weeks apart.
How does Afterpay work?
Instalments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks.
For example, if your total was $100, you would pay $25 today and then $25 every two weeks until your $100 purchase is paid off. Your order from E's Element will be processed and shipped as normal and in the normal frame of time as stated in our shipping policy.
How does Affirm work?
Affirm (formerly Paybright) is Canada’s leading installment payment platform, providing shoppers with buy now, pay later solutions at their favourite retailers, both in-store and online.
By selecting Affirm as a payment method at check-out, customers
can enjoy their purchase immediately, while spreading their payments over time.
How does Klarna work?
Klarna is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks.
For example, if your total was $100, you would pay $25 today and then $25 every two weeks until your $100 purchase is paid off. Your order from E's Element will be processed and shipped as normal and in the normal frame of time as stated in our shipping policy.
What are the requirements for the Sezzle Split Payment Plan?
SEZZLE ELIGIBILITY REQUIREMENTS
1. Be 18 years of age or older.
2. Have a US or Canadian phone number that can receive texts.
3. Have a working email address.
4. Have a non-prepaid payment method available.
5. For shoppers in the US and Canada, this can be a bank account, a debit card, or a credit card.
6. No minimum order amount.
What are the requirements for the Affirm Split Payment Plan?
AFFIRM ELIGIBILITY REQUIREMENTS
1. A Canadian bank account (Only available to Canada)
2. Be 18 years of age or older.
3. A Canadian residential address.
4. Minimum order amount is $50CAD. Maximum amount is $1000CAD.
DISCLOSURE
If you finance your purchase with Affirm and one or more items in your order has an extended ship date, your loan payment(s), including interest, may be due before you receive your purchase.
Please note that you may not receive a rebate of any interest that may have already accrued on an amount that later gets refunded.
What are the requirements for the Afterpay Split Payment Plan?
Afterpay is only offered to our customers who have a Canada billing address, Canada shipping address, a Canada Visa or Mastercard (credit or debit card), and a Canada mobile phone number.
Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.
What are the requirements for the Klarna Split Payment Plan?
USA customers are only eligible for this payment option
Why should I use Sezzle, Afterpay, Klarna or Affirm? (Available Online Only)
1. Spread the cost of your order overtime. Zero percent upfront fees.
2. Pay in four interest-free installments.
3. Easy and safe to use.
Gifting
Do you offer gifting services?
Click for Gift Message. Click for Gift Wrap.
Include the receiver's name and your name when selecting this gift option under the [personal gift message] in your cart page.
How can I purchase an E's Element digital gift card?
You can find Digital Gift Cards HERE.
Stockists/Online Marketplaces
Online Stockists
Contact Us
Still have questions? We're happy to help!
For customer care support, please click here to fill out our customer support contact form and we will get back to you within 48 hours.
For general inquiries support, please click here to fill out our general inquiries contact form and we will get back to you within 48 hours.