Of Elizabeth Gift Card
Gift cards always fit.
Gift cards are delivered immediately by email and contain instructions on how to redeem them at checkout. If you'd like to time when the giftee receives the card, please send the gift card to yourself and forward it to said giftee when deemed appropriate.
Gift cards have no additional processing fees and do not expire.
Questions? Check down below to see if it's already been answered!
WHEN WILL MY ITEM SHIP?
Unless otherwise specified, all Of Elizabeth items will ship within 1-3 business days. Please check out the Shipping page for more information on how long it will take to reach you.
HOW DO I TAKE CARE OF MY LINGERIE?
For cotton undies, you can toss them in the machine on cold (we recommend using a fabric bag) and lay them flat to dry. For bras, hand wash them in your sink or a clean basin with a specially-formulated silk or delicates wash. Soak your delicates in cool soapy water for a few minutes, give areas that may have dirt a gentle scrub with your hands. Lay flat to dry on a dry towel. Never put your lingerie in the dryer, as heat ruins elastics and the elasticity in your garments. The dryer itself can also harm your lingerie. Never use harsh bleaches or detergents.
WHERE IS OF ELIZABETH LINGERIE MADE?
All Of Elizabeth lingerie is proudly made in Toronto, Canada, in our atelier. Since everything is made in-house, you can feel good about supporting a small, ethical, and independently-owned business.
WHAT SIZE AM I?
You can find a detailed size chart and guide of how to measure yourself here. There are also size recommendations in the details of each product listing. If you're still in need of assistance or don't see your size listed, email hello[@]ofelizabeth.com.
DO YOU SHIP TO MY COUNTRY?
We ship worldwide. If your country can be found on a map, we ship there. We also offer a flat-rate shipping fee, so you can stock up!
IS YOUR PACKAGING DISCREET?
Our packaging from the outside is very discreet. It comes in a plain bubble mailer or box with your address and our return address on it. There is no mention of "lingerie" anywhere, so you can ship it to your work address without fear if you're in Canada. There is, however, a detailed description of the contents of your parcel on the customs form as required by law when we ship internationally. The outer packaging itself is discreet, however.
WHAT ABOUT RUSH SHIPPING?
We can do that! Our items usually ship via Canada Post, regular mail. If you would like to upgrade to a faster shipping time, please contact us.
HOW DO I PAY FOR MY ORDER? IS IT SECURE?
Our shopping cart system is integrated with Shopify, a company that is exceptionally secure. We also accept PayPal. Your personal information is kept privately and securely, and we never give out information about customers to anyone.
OVERVIEW
We hope you love your Of Elizabeth Lingerie, but in the event that something isn't right, read on. The returns period begins when you receive your order. To return items in your order:
- Within 10 days of receipt: write to inform us of your intention to return and to confirm the return address.
- If your return is accepted (see below), we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
- Garments must be returned in unwashed, unworn, unaltered, and in original condition with tags attached. Thongs must remain unopened in their original, sealed packaging. If all items are returned in an order, the complementary dust bag must be returned in original condition as well. Failure to do so will result in a deduction of its value from your refund.
- Pack the return in its original or other resilient packaging.
- Within 14 days - Mail your return. In the event of a dispute, we also recommend you retain and/or send us proof of return, such as a postal receipt.
We will inspect the returned items and if they are in the specified condition above, we will issue you with a refund for your order excluding shipping costs and any customs charges.
We reserve the right to refuse any returned items that don't meet the specified criteria.
All openings of returned parcels are recorded.
To start a return, login to your account or contact us.
Non-returnable items:
For various reasons, we do not accept returns on:
- Final Sale items (clearly stated in item description)
- Gift cards
- Thongs if the seal has been broken on its packaging
- Items that have removed or replaced tags or labels cannot be returned
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Worn, washed, altered, or damaged items are not returnable. This includes any deodorant marks, makeup stains or otherwise, marks from wearing, and scents like perfume or smoke.
Damaged or Incorrect items
Please inspect your order upon receipt and contact us immediately if you believe the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and correct it. You have 2 days to report anything amiss with your order to us. Reports outside of this timeframe will not be rectified.
INTERNATIONAL RETURNS
Please mark as a return with no commercial value and as 'returned goods' to avoid unnecessary customs charges. If customs are charged to us as a result of failure to comply with this request, said charges will be deducted from your refund.
European Union
Notwithstanding the above, if our merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days and for any reason. As above, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. Thongs are still final sale if the seal is broken on the package. This does not affect your rights.
REFUNDS
We will notify you once we’ve received and inspected your return and once again if the refund was approved or rejected. If approved, you’ll be automatically refunded on your original payment method within 1 business day. Please note that it can take time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return and your statement does not reflect the refund, please contact us.
EXCHANGES
We currently consider exchanges on a case-by-case basis. If your exchange request is not possible due to low stock, we will notify you within 24 hours of receiving your request. If you would like to make an exchange request, please email us stating your full name and order ID as the subject reference, and details of the exchange you would like.
Alternatively, please return the item following the refunds protocol above, and place a new order. Relevant new shipping charges will be applied to your new order.
REFUSED PARCELS
In the event that your order is refused or not picked up at a collection point and you do not notify us of such first, we will reach out upon receipt of the parcel with your options.
We will either issue an invoice for additional shipping charges to re-ship your package to you as well as carrier charges billed to us to return the package.
If the order is to be refunded, we will refund the order value minus shipping charges, including carrier return charges billed to us to return the package. A re-stocking fee of 20% of your order total will also apply.
MISSING, LOST, OR STOLEN PARCELS
CANCELLING AN ORDER
If you would like to cancel or change an order, please contact us immediately by email to see if it may be possible. We like to work quickly, so we may not be able to cancel or make changes to orders that are already in progress.
Order cancellations prior to shipping will incur nonrefundable fees of 3.5% as credit card fees are not refunded to OE. Shipping fees are nonrefundable after a label has been purchased.
