FAQs

General Shop Questions:

What are your business hours?

Our current business hours are 8am-4pm Eastern, Mon-Fri.  This does not include any Holidays or times where the shop is listed on vacation.

We will typically respond to any questions or concerns within 24-48 Business Hours.

How do I contact your shop?

You can contact us through any of our social media pages or email helloelleandhco@gmail.com. 

 

Before Ordering:

What are the processing times?

Processing time are approximately 5-7 business days on all items unless specifically stated in the listing. 

After processing, it is typically 2-7 days for shipping.

Please understand that USPS is the carrier we use and we are not responsible for transit delays.

Will my order look exactly like the photo?

Our natural wood products will vary in color, shade, and markings piece to piece.  These are not considered flaws or errors.  We will not refund your order due to natural wood markings.  Keep this in mind when purchasing.

Can you send me a preview of my item?

 Yes! You can email helloelleandhco@gmail.com to request a preview before the product is put into production or just let us know in the text box with the order details on the product listing that you would like a mockup. Please make sure your email used when ordering is accurate as this is the email that the mockup will be sent to.

You can also use our Font Previewer Tool at anytime to view names/words in the different fonts we offer:

Visit our Font Previewer Tool here:

https://app.fontvisual.com/showcases/21a02b66-c30a-4a01-be92-d284c0157c32

Do you offer any discounts or coupon codes?

Current discounts or coupon codes can be found on our main page. If there is not a promotion bar at the top of the page, there are no active discounts at this time. Be sure to follow us on Instagram for new products and discounts. 

Shipping:

What do I do if my item has a shipping/delivery issue?

After your item is picked up by the USPS, we have no control over your order and will not refund your order due to an error on USPS part.  You need contact the Post Office directly to resolve any shipping/delivery issues.  We are a small business that cannot be held responsible for errors out of our control.

If you would like protect your order from being lost or delivered incorrectly, we suggest upgrading to Priority Mail.  This will allow you to file a claim on your order with the Post Office.

I upgraded my shipping, why hasn't my order shipped?

When creating custom items there are two times you need to be aware of.  Processing time is the amount of time that it takes to create/prep/package your order.  Shipping time refers to the time it takes from leaving our shop and being delivered to you.  Upgrading shipping times does not speed up your processing time, it only speeds up/insures your shipping if included.

Why is my tracking number not updating?

USPS is responsible for updating tracking numbers.  It typically takes 24-48 hours for tracking numbers to update. 

Do you ship world-wide?

Currently, we are only offering shipping within the United States.

After Ordering:

Can I edit my order after ordering?

Due to the quick turnaround times and custom design that is required, we cannot cancel or edit orders. 

Can I cancel my order?

Due to the quick turnaround times and custom design that is required, we cannot cancel or edit orders. 

Why haven't I received an update on my order?

You will receive an order confirmation email after placing an order and another email once your order has shipped.  

Do you offer returns?

All custom Elle and H Co products are not able to be returned as they are customized for you.  If there is an issue with your order, we are more than happy to help solve the issue if we are at fault.  Please contact us via email to discuss any issues you may have.