Frequently asked questions

Shipping & Delivery Policy

*FREE shipping for U.S. orders over $300

  • U.S. STANDARD : $10 (5-8 business days)
  • U.S. EXPRESS : $20 (2-3 business days).

  • EU + UK STANDARD : $20 (5-8 business days)
  • EU + UK EXPRESS : Based on carrier pricing (2-3 business days)

  • ROW STANDARD : Based on carrier pricing (5-8 business days)
  • ROW EXPRESS : Based on carrier pricing (2-3 business days)

No duties and taxes for US, EU and UK orders. For other countries, they will be pre-calculated at checkout and included in your total — no additional fees upon delivery (as of July 1st, 2026).

*Unexpected delays to delivery can occur and are outside of our control. 
Order Process Time

Elaé process orders throughout the week. As we are a small business please allow 1-4 business days for your order to be processed and packed prior to shipping. Order delivery time depends on shipment courier and destination. Delivery times are provided as a guideline only, and do not take into account possible delays caused by couriers, payment authorisation, stock availability, and/or delays due to customs or high risk areas.
Tracking Your Order

Once your order is shipped, you will receive a confirmation email with a tracking number. Use this number to track your shipment through the shipping carrier's site.
Preorders

A pre-order allows you to reserve an item before it becomes available. By placing a pre-order, you ensure that you will receive the item as soon as it is ready to ship.

1. When will my pre-order ship?

Pre-order items have an estimated shipping date listed on the product page. While we strive to meet these timelines, please note that they are estimates and may vary due to production schedules or other factors.

We will keep you informed of any changes and provide updates throughout the process.

2. Can I cancel or modify my pre-order?

Yes, you can't cancel your pre-order after it has been submitted and paid.

3. Will I be charged when I place a pre-order?

Yes, you will be charged at the time of placing the pre-order. This helps us manage production and ensure that each item is made specifically for you.

4. Can I return a pre-ordered item?

Yes, our standard return policy applies to all pre-ordered items. If you are not completely satisfied with your purchase, you can initiate a return within 14 days of receiving the item. Please refer to our return policy for more details.