FAQ

Frequently Asked Questions

Shipping

Do you ship internationally?
Not yet. Elvanaya currently ships exclusively within the United States. Focusing on domestic shipping allows us to keep delivery times reliable, packaging secure, and customer support fast for every order.

Do you ship to PO Boxes or military addresses?
[We deliver to residential addresses and PO Boxes within the United States. At this time, we're unable to ship to U.S. territories, APO/FPO military addresses, or international destinations.]

How long does shipping take?

Orders of [$XX.00] or more ship free. Total estimated delivery time is [7-16] business days. Delivery times are estimates and may occasionally shift due to holidays, severe weather, or carrier delays outside our control.

Which carriers do you use?
We partner with trusted U.S. carriers [USPS, FedEx, and UPS]. The carrier used for your order depends on package size, weight, and your delivery destination.

How can I track my order?
Once your order ships, you'll receive a confirmation email with your tracking number. Please allow 24-48 hours after shipment for tracking details to appear on the carrier's website.

What if I entered the wrong shipping address?
Please double-check your address before checking out. If you spot a mistake, email us right away at [your support email]. We can update the address only if your order hasn't yet been processed for shipment. Once it ships, we're unable to redirect it.

I haven't received my order yet. What should I do?
First, check your tracking link for updates. If it's been longer than the estimated [7-16] business day window, allow a little extra time in case of a carrier delay, then reach out to us at [your support email] and we'll investigate with the carrier on your behalf.

Orders & Payments

What payment methods do you accept?
We accept Visa, Mastercard, American Express, and Discover, along with Apple Pay, Google Pay, PayPal, and Shop Pay. All transactions are processed securely using SSL encryption through PCI-compliant payment providers.

What currency are your prices in?
All prices on our site are listed and charged in U.S. Dollars (USD).

Can I cancel or modify my order after placing it?
We process orders quickly, so cancellations aren't always possible once processing has started. Email us immediately at [your support email] with the subject line "Order Cancellation - [Your Order Number]," and we'll do our best to accommodate your request before your order ships. Once shipped, an order can no longer be cancelled, but you're welcome to return it after delivery.

Do you offer discounts or promotions?
Yes. We regularly run seasonal sales, exclusive promo codes, and limited-time offers. Sign up for our emails or follow us on social media to stay in the loop on new arrivals and deals.

Returns & Refunds

Do you offer returns or exchanges?
Yes. We offer a 30-day money-back guarantee from the date of delivery. To qualify, items must be unworn, unused, and in original condition, with all original tags and packaging (including the shoe box or dust bag, where applicable), and accompanied by proof of purchase. We don't currently offer direct exchanges. Return your item for a refund, then place a new order for the size, color, or style you'd like instead. Full details are in our Refund Policy.

How do I start a return?
Email [your support email] with your order number and the reason for your return. Our team responds within [1-2] business days and, once approved, will send you return instructions [and a prepaid return shipping label].

Are there any items that can't be returned?
For hygiene and quality reasons, we can't accept returns on items marked Final Sale, custom or personalized pieces, or gift cards. [Add or remove items as per your policy.]

When will I get my refund?
Once we receive and inspect your return, we'll email you to confirm approval. Approved refunds are issued to your original payment method within [10] business days. Your bank or card issuer may take a few extra days to post it to your account. If it's been more than [15] business days since approval and you still don't see it, please contact us.

What if I received a damaged, defective, or incorrect item?
We're sorry if that happened. Contact us within [7] days of delivery at [your support email] with your order number, a brief description of the problem, and clear photos of the item and packaging. We'll arrange a replacement or refund at no cost to you.

Do I have to pay for return shipping?
If the item is damaged, defective, or incorrect, return shipping is on us. For a change of mind or wrong size, [we'll still provide a prepaid label / the return shipping cost is the customer's responsibility]. We don't charge restocking fees.

Products & Sizing

How do I find the right shoe size?
Every shoe product page includes a size guide to help you find your best fit. If you're between sizes, we generally recommend sizing up for a more comfortable fit. Feel free to reach out to our team if you'd like personalized guidance before ordering.

How do I know if a handbag is the right size for me?
Each handbag page lists the product dimensions so you can picture how it will fit your daily essentials. If you're unsure, contact us and we'll be happy to help.

Are your products good quality?
Yes. Every bag and every pair of shoes we carry is sourced from suppliers we've vetted and selected for style, comfort, and durability, not just how they look in a photo. We stand behind what we sell.

How do I care for my Elvanaya products?
Care instructions are included on the product tag and, where applicable, on the product page. As a general tip, store your bags in a dry place away from direct sunlight and wipe them gently with a soft cloth. Following care instructions helps keep your items looking their best for longer.

Account & Privacy

Is my personal information secure?
Yes. We use SSL encryption and industry-standard security practices to protect your personal and payment information. For full details, see our Privacy Policy.

Do I need an account to place an order?
No, you're welcome to check out as a guest. Creating an account simply makes it easier to track orders and speed up future checkouts.

Contact & Support

How can I contact customer support?

• Email: [your support email]
• Phone: [your phone number]
• Business Address: [your business address]
• Support Hours: Monday-Friday, [9:00 AM - 5:00 PM] ([time zone])