Shipping policy
By completing a purchase at Ela Stories, the customer acknowledges and agrees to all terms and conditions outlined in this Shipping Policy.
Order Processing Time
- Processing: All orders are processed within 2–3 business days after payment confirmation.
- Schedule: Orders are not shipped or delivered on weekends or holidays.
- Timeline: Delivery timeframes begin after dispatch, not from the date the order was placed.
Shipping Options & Estimated Delivery Times
Delivery timelines are estimates only and are not guaranteed.
| Region | Method | Estimated Transit | Cost |
| Canada | Standard | 4-5 Business Days |
Free -> For orders over $100 CAD $9.95 CAD -> For all orders under $100 CAD |
| Express | 2-3 Business Days |
Free -> For orders over $200 CAD $25 CAD -> For orders under $200 CAD |
|
| Priority | 1-2 Business Days | Email for availability | |
| USA | Standard | 5-6 Business Days |
Free -> For orders over $110 USD $25 USD -> For orders under $110 USD |
| Express | 2-3 Business Days |
Free -> For orders over $250 USD $40 USD -> For orders under $250 USD |
|
| UK | Standard | 5-7 Business Days |
Free -> For Orders over £150 £25 -> For orders under £150 |
| EU | Standard | 5-7 Business Days |
Free -> For orders over $175 $40 -> For orders under $175 |
International Shipping, Customs & Duties
- Responsibility: Import duties, taxes, tariffs, or fees imposed by the destination country are the sole responsibility of the customer.
- Refusal of Fees: If a shipment is refused or returned due to unpaid customs fees, taxes, or import duties, no refund will be provided. * Abandonment: If a package is abandoned, refused, or destroyed by customs authorities for any reason, no refund will be provided.
Refused Shipments
If a customer refuses delivery of an order for any reason:
- The package will be returned to Ela Stories.
- Original shipping charges are non-refundable.
- No refund will be provided for the products or shipping costs associated with a refused delivery.
Lost, Stolen, or Damaged Packages
Ela Stories is not responsible for lost, stolen, or damaged packages once they are marked as "Delivered" by the shipping carrier.
- With Shipping Protection: Customers who select the optional Shipping Protection Add-On are covered for loss, theft, or damage during transit. Claims must be submitted within 24 hours of the delivery timestamp.
- Without Shipping Protection: If Shipping Protection is declined, the customer assumes full responsibility for any loss, theft, or damage that occurs after shipment. No refund will be provided for packages confirmed as delivered by the carrier that are subsequently missing or stolen.
Mandatory Verification for Damaged or Incorrect Items
To process any claim for a damaged, defective, or incorrect item, the following conditions must be met:
- Submission Window: You must submit a return request via our website and email the required evidence to info@elastories.com within 24 hours of the delivery timestamp.
-
Mandatory Unboxing Video: An unedited unboxing video is strictly required to validate your claim.
- The video must be a single, continuous shot from the moment the package is opened, with no cuts or edits.
- The shipping label must be clearly visible in the video.
- The damage, defect, or incorrect item must be clearly shown in the footage.
- Visual Evidence: In addition to the video, clear photos of the damaged product and the original shipping packaging must be provided.
Incorrect Shipping Information
Customers are responsible for providing accurate shipping details at checkout.
- If an order is returned due to an incorrect or incomplete address provided by the customer, no refund will be provided for the original shipping charges.
- Reshipping fees will apply to any package returned due to address errors.
Returns & Shipping Costs
- Customers are responsible for all return shipping costs.
- All original shipping fees are non-refundable.
- In the event of an approved refund, the cost of original shipping and return shipping will be deducted from the total. No refund will be provided for the shipping portion of any transaction.
Customs & Duties for International Orders
We are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.