Customer Care / FAQ
All mask orders once shipped are considered final sale.
Masks are considered to be non-medical. Ellie Mae Studios does not suggest that by wearing our masks that they will protect you from any disease or contagion.
HOW DO I KNOW MY SIZE?
Everything fits everyone a little differently. To best understand what size is going to work for you, please refer to the size chat for the particular item you’re interested in. This can be found directly on the respective product page!
WILL SOLD OUT ITEMS BE RESTOCKED?
If there is a product you see sold out in a size or colour, please send us an email at firstname.lastname@example.org and let us know! We often have some left over fabric that we could easily make you another one if we have the materials. Once we run out of fabric, that’s it! This does not apply for Ellie’s Vintage Closet.
CAN I REQUEST VINTAGE?
Totally! We go on our vintage hunt a few times a year, if there’s a t-shirt you’re looking for or a band you love, let us know and we’ll keep an eye out. There’s no promise we’ll find it but we’ll add it to our list and let you know if we’re able to! Email email@example.com for all requests.
HOW DO I CARE FOR THE ITEMS I PURCHASED?
Each style has special care instructions attached to the garment and in the product descriptions on our website. Please follow these instructions carefully. If you have any questions regarding garment care, please reach out to us at firstname.lastname@example.org.
HOW DO I EXCHANGE OR RETURN AN ITEM?
We want you to love your product so if you would like a different size or simply changed your mind, we provide free return service on all domestic orders. For international orders, please contact: email@example.com and reference your order number, from here we’ll send you an electronic return label to send back your products. Items purchased during seasonal sales cannot be returned or exchanged.
DO YOU SHIP INTERNATIONALLY?
Don’t worry, Ellie Mae ships internationally!
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
Standard domestic shipments usually take 3-5 business days to arrive. International shipments typically take 5-7 business days to arrive. Please note, time may vary due to weather, customs, or any unforeseen variables.
IF I AM PLACING AN INTERNATIONAL ORDER DOES THE SHIPPING COST INCLUDE THE CUSTOMS, DUTIES AND/OR TAXES?
Customs, duties and taxes are not included in the item price or shipping cost. We ship all international orders delivery duties unpaid, which means any fees are charged once the parcel reaches its destination and must be paid by the recipient. We get it, they totally suck but sadly this is out of our hands.
I JUST PLACED AN ORDER, CAN I CANCEL IT?
So long as the order has not shipped we can cancel your order. Simply email firstname.lastname@example.org and someone will be able to help you!
I’VE ADDED THE INCORRECT SHIPPING ADDRESS, HOW DO I CHANGE IT?
So long as the order has not shipped, you can email us at email@example.com and request to have the address changed.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards (Visa, Mastercard, Amex, Discover) and PayPal.
WHERE ELSE CAN I FIND YOUR PRODUCT?
Right now all Ellie Mae products are sold exclusively on our website and our Toronto shop!
WHAT ARE YOUR STORE HOURS/STORE LOCATION?
Home Office Showroom:
263 Adelaide Street West
Toronto, ON M5H 1Y2
Monday – Friday 10am – 6pm
CAN I PICKUP AN ORDER OR DROP OFF A RETURN AT YOUR TORONTO LOCATION?
Sure! We allow for local pickups at our Adelaide Street Studio. We require 24 hour notice to be able to prepare the order and ensure it is at proper location for pickup! Email firstname.lastname@example.org and we’ll be happy to help set it up.
HOW CAN I SUBSCRIBE TO THE ELLIE MAE NEWSLETTER?
In the bottom right section of every page on our website, you will have the option to subscribe. Just enter your email into the box and hit join! From here, you will receive the exclusive news, seasonal updates and information regarding new product launches.