FAQ

MOST POPULAR QUESTIONS

WHEN WILL MY ELENA MAKRI ORDER SHIP?

We process and ship orders from our warehouse Monday through Friday. Orders with ground shipping are usually fulfilled and shipped within 1-2 business days of purchase, unless otherwise noted. Processing time for custom/handmade or pre-order pieces may take longer, details of which can be found in each product description. You will be charged at the time your order is placed. The moment we ship your purchase, we will email you with shipping confirmation and tracking information. Please check your spam folder if you did not receive the shipping email. Additionally, you can find the tracking number by clicking "My Account" and then "My Orders".

HOW WILL MY ITEM ARRIVE?

Your items will arrive individually in a clear garment bag and sealed to ensure they safely get to you. We include care instructions with each item so you know how to best take care of your item. Orders come complete with one complimentary fabric garment bag, so you can easily take them on the go. We recommend to use this garment bag for storage, and for travel.

WHAT INFORMATION DO I NEED TO KNOW BEFORE ORDERING A CUSTOM PERSONALIZED PIECE?

All custom personalized pieces are made-to-order and final sale. The order cannot be cancelled or altered after submitted, and it cannot be returned. You will be charged at the time the order is placed. Production times vary from 1-5 weeks. Products are created at our discretion. If you have any questions about your custom piece, please email customercare@elenamakri.com

WHO DO I CONTACT FOR PRESS INQUIRIES?

For all press inquiries press@elenamakri.com

SHIPPING

THROUGH WHAT CARRIER DO YOUR ORDERS SHIP?

We offer international shipping via DHL. Express delivery is estimated to 1-2 business days.

I ORDERED A PERSONALIZED ITEM AND I'M STILL WAITING ON IT. WHEN WILL IT SHIP?

Personalized pieces spend 1-5 weeks in production (you can email customercare@elenamakri.com to know the production times.

RETURNS

DO YOU ACCEPT RETURNS?

We welcome returns within 20 days of the shipping date for a full refund or credit on the condition that the merchandise is unused, unworn and with the label tags attached.

We are not responsible for lost return packages. We do recommend that you insure and track your packages via the shipping method of your choice. Please include your original invoice with your return, and note the reason for return. Without order information, we will be unable to process your return.

Please note: Personalized items are final sale only. Also, if you received a free gift with purchase, make sure to send it back with the return or the retail value of the gift will be deducted from your refund.

HOW CAN I SHIP MY RETURN BACK TO ELENA MAKRI?

We do recommend that you insure and track your packages via the shipping method of your choice. We are not responsible for lost return packages. Please always email us for your returns to: customercare@elenamakri.com

WHAT IF I HAVE LOST MY ORIGINAL INVOICE?

Please print out the order confirmation email or the order information in your ELENA MAKRI account. Without this information, we will be unable to process your return.

CAN I EXCHANGE THE ITEM I JUST RECEIVED FOR A DIFFERENT ITEM ON YOUR SITE?

At this time, we cannot process exchanges. If you need a replacement for the same item, please email customercare@elenamakri.com

PAYMENT & BILLING

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

We accept Visa, Mastercard, American Express and PayPal.

IT LOOKS LIKE YOU CHARGED ME MULTIPLE TIMES. HELP!

Unless you received an order confirmation, we did not charge your card. If your credit card was declined, you may see pending transactions for each attempt to submit payment. The pending transaction will clear up within three to five business days, depending on your bank, and will never turn into a charge. You will always get an email confirmation when an order is successfully placed on our site. Please check your billing address before submitting the order again.

WHY WAS MY CREDIT CARD DECLINED?

Most credit cards are declined because the billing address you entered does not match the address your bank has on file. Please be sure to double check this, and if that does not work, please send us an email at customercare@elenamakri.com

PROMOTIONS

CAN I APPLY A PROMOTION CODE TO AN ORDER I ALREADY PLACED?

Unfortunately, we cannot retroactively apply promotion codes to any orders.

ARE ANY ITEMS EXCLUDED FROM PROMOTION CODES?

In general, promotion codes cannot be used on gift cards and promotional-priced products. Items from the Personalized Shop and from the Sale are often excluded from promotions, as well. If you have questions about the exclusions or fine print, please email customercare@elenamakri.com

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