Thank you so much for shopping with us at Eliza Cate + Co! Please take a moment to read the highlights from our Exchange Policy, Shipping Policy and Preorder Policy.
Because we are a small business, we currently only offer exchanges on our regular-priced apparel items only within 5 calendar days of delivery as marked by the courier. We do not offer any returns. Accessories and Sale items are 'Final Sale' and cannot be exchanged or returned.
All apparel must be unworn, unwashed and in original packaging with tags attached where applicable. If any of these requirements are not met, we will be unable to process the exchange and the items will be sent to you at your cost. Exchanges are for equal product only, pending availability. Exchange shipping is the buyers responsibility both ways.
To initiate an exchange, please email us at firstname.lastname@example.org with your original order number. We will send you instructions to mail back your item(s). Once they are received and exchange eligibility is verified, we will process the exchange within 72 hours. If the item which you are exchanging is unavailable we will offer an alternate solution that is suitable to both parties.
Ready to ship items usually ship within 7-10 Business Days, unless otherwise noted in our website header or on the product page. We always aim to ship much sooner than the quoted time however as we are a very small business there may be times where we simply cannot work any faster.
Order processing always starts the following business day after placing an order. Orders are not processed or shipped from Friday, 12 PM EST through Sunday, or Holidays. Our Turn Around Time (TAT) does not include the actual shipping timeframe which is the method you select at checkout. During high volume periods such as a Sale or new product release, order processing may be extended by an additional week. Upgraded shipping will not expedite order processing time. Please keep this in mind when placing an order.
We only ship to the address provided by the customer at check out and are not responsible for incorrect or change of address, or packages lost, delayed or damaged in the mail system. Eliza Cate and Co will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package.
Once the shipping carrier has the package we have no control on delivery timeframe/details. We cannot be held liable for any delays after we have shipped the package as it is entirely out of our hands. After an order has been marked "delivered" any issues or concerns with your delivery must go through your local Post Office. We'll always be here to help, but we are unable to "find packages" if they are missing or delivered incorrectly. Please contact USPS or UPS for assistance.
International Shipping Policy
In addition to the above Shipping Policy, Eliza Cate and Co is not responsible for any customs and taxes or duties applied to your order. All fees imposed during or after shipping are the customer's responsibility (including tariffs, taxes and other costs).
We currently ship to Canada, Mexico, the United Kingdom and the European Union.
Due to a large increase in website traffic and online orders, we may find an item or two to be oversold. We will always do our best to fill all orders as received, however there may be unexpected delays. In the event that the item you purchased was oversold, we will refund you for that item and ship the rest of your order.
Accelerated Checkout / Shopify Pay
On occasion, orders checking out using accelerated checkout or Shopify's Payment Program may create an overselling incident because these methods are unable to keep live inventory updated. In these circumstances, the last order using accelerated checkout or Shopify Pay to checkout will be refunded for the item in question at the time of order fulfillment.
Preorder items are not ready to ship items, and will not arrive to you for several weeks after ordering closes. We open up preorders to allow you the chance to select the exact size/style without having to "beat the crowd" during a drop.
Preorders are ordered for you in your preferred size(s). Please make sure to order the size needed for the estimated time of delivery, to ensure proper fit. Size charts and fit notes are included in each listing and are the best way to select your needed size. Once your order is placed, we cannot modify or cancel your order.
Preorders may take up to 8 weeks to fulfill. Please note the estimated turn around time ("TAT") given during the preorder window. We always try our best to estimate the timeline for preorders, however there's always a chance for an unforeseen delays at either the factory, shipping carrier or at ECC HQ. We will do our best to communicate delays on our website and through our Insiders Group.
Keep in mind the estimated TAT does not include the shipping method selected at checkout. Actual delivery times are subject to USPS or UPS' shipping policies and timelines.
To avoid order processing delays we ask that you do not mix carts with non-preorder items. Failure to do so may result in a cancellation of those "extra" items.
All pre-orders are Final Sale, however we will offer a one-time exchange for a gift card should there be an issue with your items.
- We are unable to adjust your order once it is placed. This includes adding discounts to your order, changing sizes, styles, shipping address, order merging, etc.
- Please be sure to read full details on the Preorder page.
- Double check all sizes prior to checking out. Remember these items will not arrive for several weeks, so make sure you are ordering sizes for the future, not for today.
- Make sure you enter the correct shipping address.
- If you have any questions about your preorder, email us at email@example.com with your order # and we will do our best to assist you.
By placing an order with us, you agree to the above stated policies.
As always, if there are any questions about your order, please email firstname.lastname@example.org with your order number(s) in the subject. Please allow up to 24 hours during the week (48 hours during the weekend) for a response from our team.