CUSTOMER CARE

Customer service

You can contact us through our contact page or email us directly at customercare@elysianbyem.com. We will be happy to assist you!

Handcrafted

Artisan Made Goods:

Elysian by Em celebrates handcrafted and artisan-made goods. Due to the unique craftsmanship of each piece, all items are one one-of-a kind and may vary slightly from photo. Minor imperfections and subtleties that exist are marks of the artist and part of the charm of the pieces. Vintage items may exhibit signs of wear and beautifully aged inconsistencies. We believe the interesting stories behind the pieces add to the uniqueness and allure of each carefully curated item. We think you will agree!

Jewelry:

Please note that our 24k gold or silver-plated items may darken with normal wear. To preserve your pieces, we recommend avoiding water, lotions, hairsprays, perfumes and other chemicals. To clean, gently rub the surface with a soft jewelry cloth to restore the shine and avoid excessive polishing as it may scratch the plating.

Custom Orders

We love working on custom orders! Depending on the product and artisan, we are happy to accommodate any inquiries. Please contact us through our contact page or email us directly at customercare@elysianbyem.com.

Limited Availability

Sold Out?

As our items are handmade with care in limited quantities, we only have a limited availability of pieces. If you are interested in a sold out item, please use the contact page or contact us directly at emily@elysianbyem.com to see if we can have something similar made for you. We are happy to accommodate all requests if possible!

Shipping

Shipping & Delivery:

Orders will generally ship within 3 business days, excluding major holidays, unless otherwise noted. As soon as the order ships, you will receive an email with shipping details. Elysian uses USPS, UPS or DHL depending on the nature and size of the item(s). Expedited shipping can be chosen at checkout. International shipments may be subject to additional duties and taxes determined by the customs agency within the destination country, all of which are the full responsibility of the recipient. These fees are collected at the time of delivery. International items may be delayed due to customs. Notifications can be found by accessing the tracking number provided in the final shipment email. As pieces are delicate and fabric could be damaged with scissors, please open your package carefully.

Returns & Exchanges

Missing Orders:

We are not responsible for packages that are lost or damaged in transit. We strongly urge you to select a secure shipping location. If you need to make a change to your shipping address, email us at emily@elysianbyem as soon as possible. We can amend the address as long as the package has not left our facility, but unfortunately, we cannot reroute a package once it has shipped. In the event your package does go missing, please notify us immediately so that we can file a claim with the shipping carrier on your behalf.

Return Policy:

We love our product and we want you to be 100% happy with your purchase. Because textiles are meant to be felt and caftans are meant to be tried on, we encourage you to see and feel them in person! We will gladly accept returns for a store credit on all unworn and saleable items within 14 days of customer receipt. Shipping charges are not refundable. Elysian by EM is not responsible for lost return items. Used merchandise cannot be returned unless defective.

Authorization:

Please email emily@elysianbyem.com to receive a return authorization and address to send items in their original packaging. Provided the criteria is met, refunds are given in full, less shipping. Customers are responsible for shipping costs when sending returns to Elysian by EM. We will gladly reimburse the customer for mistakes made by Elysian by EM.

Sale Items:

All sale items are final sale. We are happy to exchange all new, unworn items in their original condition and packaging and purchased in the last 21 days. Returns must be postmarked within 14 days of receiving return authorization in order to be accepted.

Payment

Elysian by Em accepts payment by credit card, Paypal and Venmo. All prices are listed in US dollars and applicable sales taxes will be applied to orders within the state of Louisiana.