FAQ

We’re so happy you’re here. Below are answers to some of the most common questions about our pieces, ordering process, and care.

If you don’t see what you’re looking for, feel free to reach out we’re always glad to help at contact@ellemairco.com

 

✿ Orders & Products ✿

Are your pieces handmade?

Yes, each piece is thoughtfully handmade in small batches with care and attention to detail. Because of this, slight variations may occur, making every item beautifully unique.

Do you restock items?

Many of our pieces are limited edition or one-of-a-kind. Once a style sells out, it may not return unless otherwise stated.

Can I request a custom order or alteration?

All pieces are sold as designed, and we do not offer custom orders or alterations.

How do I know the difference between and Ellemairco item and an Ellemairco Beloved item?

All Ellemairco Beloved items will have the logo on the first product photo. 

 

✿ Sizing & Fit ✿

How do your pieces fit?

Our designs are often relaxed, oversized, or flowy unless otherwise noted in the description. Fit details are always included on each product page.

Kimonos are designed as one size fits most and generally accommodate XS–XXL, depending on how you like the fit.

Can I get help with sizing?

Absolutely, we’re happy to help you find your perfect fit. Just send us a message before ordering.

 

✿ Shipping & Processing ✿

Where are your pieces made and shipped from?

All Ellemairco are made and shipped from Orangeville, Ontario, Canada.

All Ellemairco Beloved items are made by human hands around the globe and shipped from our studio. 

How long does processing take?

Most Ellemairco items are made to order, with a production time of approximately 3–6 weeks. If you require your item sooner, please feel free to email us.

Ready made items take 1 week

Do you ship internationally?

Yes, we ship worldwide. Shipping rates and delivery times vary depending on location.

Do orders include tracking?

Yes, all tracked shipping options will include a tracking number once your order has been shipped.

What if my order is delayed or lost?

Once your order is with the postal carrier, we are not responsible for delays, but we’re always here to help you navigate any issues.

 

✿ Returns & Exchanges ✿

What is your return policy?

We do not accept returns, however, we do offer exchanges on eligible items within our return window, provided they are unworn, unwashed, and in their original condition. We would be happy to help you find something else you would love and cherish just send us an email at contact@ellemairco.com and our Customer Care team will be in touch within 1-4 business days. Exchanges must be made within a week of purchasing your item(s).

Can I exchange a sale item?

Sale items are final sale unless otherwise stated.

What if something doesn’t fit?

We’re happy to help with exchanges where possible. Please contact us first so we can guide you through the process. Sizing guides are available for our fitted items, so we recommend reviewing them carefully before placing your order.

How do I start a return or exchange?

Please email us with your order number and we’ll provide next steps.

✿ Care Instructions ✿

How should I care for my piece?

We recommend gentle washing in cold water and laying flat or hanging to dry. Delicate fabrics should be handled with extra care.

 

✿ Orders & Support ✿

What if I entered the wrong shipping address?

Please contact us as soon as possible. If your order hasn’t shipped yet, we may be able to update it.

What if my item arrives damaged?

We carefully inspect each order, but if something isn’t right, please reach out and we’ll take care of you.

How can I contact you?

You can reach us anytime through our contact page or email. We do our best to respond within 1–2 business days. We are not in the studio on weekends.