We know waiting for a package isn’t the fun part. So here’s everything you need to know about how we get your Elsaleonie order from our warehouse to your door.

Processing Time

We process orders Monday through Friday, excluding holidays. Most orders are packed and ready to ship within 1 to 3 business days. If you order on a weekend or holiday, the clock starts the next business day. During busy seasons like holidays or big sales, it might take a little longer. We’ll keep you posted if there’s a delay.

Shipping Options and Delivery Estimates

We ship to most major destinations around the world. Delivery times are estimates, not guarantees. They start counting after your order has been processed, not from the moment you place it.

Standard Shipping: 7 to 14 business days. Cost: $7.99. Free on orders over $99.

Express Shipping: 3 to 6 business days. Cost: $19.99.

Please note: these are business days, so weekends and holidays don’t count. Remote areas may take a bit longer. If you need it by a specific date, email us before ordering and we’ll let you know if it’s doable.

Shipping Costs

Shipping is calculated at checkout based on your location and the option you choose. We don’t tack on hidden fees. If you qualify for free standard shipping, it’ll show up automatically at checkout.

Tracking Your Order

Once your order ships, we’ll send you a shipping confirmation email with a tracking number and a link. Tracking can take 24 to 48 hours to update. If it says “label created” for a day or two, don’t worry. It just means your package is on its way to the carrier. For more details, check out our Track Your Order page.

Multiple Packages

If your order has more than one item, it may ship in separate packages. That means you could get more than one tracking number, and they might arrive on different days. Nothing’s wrong. We’re just getting your stuff to you as fast as we can.

Address Accuracy

Please double-check your shipping address before you check out. If you spot a mistake, email us right away at service@elsaleonie.com. If your order hasn’t shipped yet, we’ll do our best to fix it. Once it’s on the way, we can’t change the address. If a package is returned to us because of an incorrect address, we may need to charge for reshipping.

Duties, Taxes, and Customs

Depending on where you live, your order may be subject to customs fees, import duties, or taxes. These charges are set by your local government and aren’t included in your order total or shipping cost. They’re your responsibility. We can’t predict what they’ll be, so check with your local customs office if you’re unsure. We also can’t mark packages as gifts or lower the value on customs forms. That’s against the law.

Delays

Sometimes things happen that are out of our control, like weather, carrier delays, or customs holds. If your tracking hasn’t updated in 5 business days, contact us and we’ll look into it. We’ll do everything we can to help.

Lost or Damaged Packages

If your package arrives damaged, contact us within 7 days of delivery with your order number and photos. We’ll make it right. If tracking says delivered but you don’t have it, check around your property, with neighbors, and with your local post office or carrier. If you still can’t find it, email us and we’ll help you file a claim.

Contact Us

Got questions about shipping? We’re here.

Email: service@elsaleonie.com
Phone: +852 3468 2917
Address: Elsaleonie, Room 1206, 12th Floor, 18 Hanoi Road, Tsim Sha Tsui, Kowloon, Hong Kong

Please note: this is our office and support address, not a return center. If you need to send something back, contact us first and we’ll give you the right instructions.

Thanks for shopping with Elsaleonie. We’ll get your order to you as soon as we can.