Frequently asked questions

Products & Shipping

local_shipping 

When will my product arrive, and which shipping company do you use?

  • Once you place your order, your product will be specially crafted for you and shipped within 5-7 business days. During this process, you will be informed at every stage via email.
  • All orders are shipped via FedEx, UPS, DHL
flight_takeoff 

How to track my orders?

  • Once your order shipped out, we will send you a shipping confirmation email that includes your tracking number and tracking link which help you track your package.
  • Once the shipping company provides the tracking number, we will send it to you as soon as possible.
thumb_up 

What type of leather do you use?

  • All products are handmade from full-grain calfskin leather produced in 100% environmentally friendly and sustainable manner.
person

How can I personalize my order?

  • On the product page, you can enter the letters (Max 18 characters) you wish to have debossed on your product in the designated field.
  • Only 26 alphabet letters (A to Z) can be debossed.
keyboard_return 

Do you accept cancellations and returns?

  • Of course! However, as stated in our Refund Policy, personalized products (e.g., those with name embossing) cannot be canceled or returned. If your product does not have any personalization, you can return it within the legal period of 14 days.
  • To request a cancellation, exchange, or return of your order, you can contact us by clicking here.
account_balance 

We would like to place a bulk order for our company. What should we do?

  • For products and benefits tailored to your corporate orders, please send an email to info@ellias.co

Orders

help 

Did I make an order successfully?

  • Once the payment completed, you will receive an order confirmation email, if not, please re-check-in your “spam folder” or contact us.
  • Note: If you receive an email with your payment confirmation, do not panic. As your order is marked high risk due to a potentially unauthorized payment, all we need is a confirmation email regarding your payment.
help 

What do your order’s statuses mean?

  • Please kindly log in to your account, and you'll see your "order history". 
  • In 'order history', you can check your orders (order number, total amount, date), and order's statuses (payment status, fulfillment status). If you click order number that you want to see, you'll see order details (shipping address, billing address, size, color, quantity etc.) 
help 

What do your order’s statuses mean?

  • Payment Status: The status of “paid” means you have successfully completed the payment, and your order is confirmed by Ellias Leather. Only under this circumstance, you are able to change your order details or cancel your order.
  • Fulfillment Status: The status of “unfulfilled” means your order is in processing. At this stage, you can request to cancel or change your order until status appears "fulfilled". 
  • The status of “fulfilled” means your order is dispatched from our warehouse to the shipping address provided by you. Your order is on the way! Since that moment any request to cancel or change your order is invalid until your order is delivered to your address. If you want to cancel or change your order, please contact us or send an e-mail to us. Our dedicated Customer Support Team will assist you with the status of your order as soon as possible. 
help 

How to change or cancel my orders?

  • If you want to change or cancel your order, please contact us via e-mail within 12 hours after receiving your order confirmation. If your fulfillment status is "fulfilled", we cannot change or cancel.  If you want to cancel or change your order, please contact us or send an e-mail to us. Our dedicated Customer Support Team will assist you with the status of your order as soon as possible. 
help 

How long it takes for my orders to be dispatched?

  • The processing (or handling) time is the number of business days taken by Ellias Leather to fulfill the order after receipt of your cleared payment. Ellias Leather estimated processing time is 5-7 business days. Once the goods are shipped, you will receive an email including details regarding shipping confirmation, tracking number(s). You can also check the status in 'Order History'.
help 

How do I complete the payment?

  • At Ellias Leather, we accept several payment methods. You can complete your purchase with any major Credit or Debit Card provider.
  • All payments must be received in full prior to dispatch of goods or issuance of a coupon. In case if your payment is declined by your bank, credit card issuer, or our website, Ellias Leather will not fulfill your order.
  • All transactions are in USD. Any major Credit or Debit Card provider will automatically convert your payment to your local currency.
help 

How to redeem the coupon code?

  • You can redeem your coupon by simply going the checkout page. There is a "Discount Code" field under the "Order Summary" section.
  • The code needs to be entered exactly as advertised with any capital letters and spaces.

Returns & Refunds

help 

What should I do if items received are not satisfactory?

  • If you are not satisfied with the item and want to request a refund. Firstly, please check our Refund Policy to ensure if the return is applicable for your order.
  • Secondly, you may be eligible for a refund or exchange depending on your situation and the type of item you purchased. At Ellias Leather, we reserve all the rights to charge a handling fee on all items returned for non-quality issues. Under any circumstance, we will not refund the original shipping cost.
help 

What should I do if I have received the wrong order or items?

  • If you have received an item that you did not order or somebody else's order entirely, please contact us as soon as possible.
  • To help our Customer Support Team to know what problem you have, please kindly attach some clear photos of the incorrect order or items you have received.
  • Perceived color differences due to the display settings of your computer monitor are not grounds for an exchange or refund.
help 

What should I do if an item in my orders is missing?

  • For logistical reasons, items in the same order will sometimes be sent in separate packages so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once… they are on the way!
  • If you are certain that an item is missing from your order, please contact our Customer Support as soon as possible. We will be happy to track it for you. Once we are confirmed that an item was missing, either we will refund you the item cost or send you a replacement 100% free of charge.
help 

What should I do if I received a defective or damaged item?

  • If the item you received is damaged or defective during shipping, you are eligible for a replacement.
  • Please contact Customer Service Team and be ready to provide photos or operating videos clearly showing the problem with the item.
  • Alternatively, you can open the item in front of the delivery person and if you find that it is damaged during shipping, you can reject it. Then you need to contact the Customer Service Team as soon as possible.
  • Ellias Leather offers insurance cover under following circumstances:

Lost in transit: If the product delivery exceeds 30 days then its scheduled date, Ellias Leather will assume product is lost in transit and refund you.

Damage in transit: If the product gets damaged during delivery.

help 

How soon will I receive my refund?

  • In most cases, we will refund your money within 5 business days after your refund has been processed. The refund will be credited to your account that you used to pay the order.
  • Refunds to your credit/debit card can take up to 6-10 business days.
help 

How do I return the products?

  • Ellias Leather hopes you will be satisfied with every purchase you make. But if you want to return an item, returns must be prearranged and authorized by a Customer Support member.
  • Item must be returned unused in its original condition with order confirmation email. The packaging must not be broken wherever applicable. We cannot accept returns under these circumstances:
  1. It is beyond the 14-Day Money back Guarantee Period.
  2. Customized products (for example name engraved items) are non-refundable.
  3. The order was placed by mistake but wasn't canceled within 12 hours.
  4. The detailed size chart is included in the description. The size you choose does not fit you well.
  5. Customer has changed their mind.