How long will it take to get my order?
- All orders are shipped out of our NY warehouse within 48 hours of purchase, and you will receive an email with tracking information once your package is shipped.
Average US shipping time: 3-5 days.
International Shipping expects a 12-21 day delivery time.
*Please note that shipping upgrades are available.
How do I track my order?
- After checkout, a tracking number will be sent to the email address provided on your order. We do our best to process all items for shipment within two business days of receiving the order.
Why have I not received a response to my email?
- Your email and inquiry is important to us. We aim to respond to all email inquiries within 1 business day. Our mailbox is monitored between 9am - 5pm EST, and our customer service department is closed on weekends and holidays.
How can I cancel my order?
- Please email us at email@example.com with the subject “Order Cancellation”.
We will try our best to make this attempt. Unfortunately orders that have already been fulfilled and shipped cannot be cancelled.
How can I change an item on my order?
- Unfortunately we cannot make changes to an order already processed. However, if the order has not been shipped we can offer to cancel and refund the order, so you are able to place a new order with the correct items. Please email us at firstname.lastname@example.org and we will try our best to make this attempt.
How can I change my shipping address?
- Unfortunately we cannot make address changes to an order already fulfilled and shipped.. However, if the order has not been shipped we can attempt to make that change. Please email us at email@example.com and we will try our best to get that address changed.
If we are unsuccessful in making the address change for you, we ask that you contact the shipping company used in your email confirmation with your tracking number. If the package does not make it to you and is Returned To Sender we will reship the package when it returns to our warehouse. *An additional fee may be applied for incorrect addresses submitted by the customer.
Why was my order cancelled?
- There are several reasons an order can be cancelled and refunded. If our system detects there is inaccurate information regarding the order, our team will reach out via email to confirm these details. If there is no successful response from the customer after 2 business days, we will move forward and deem the order cancelled.
Where is my order confirmation email?
- First we encourage you to check your spam or junk folder to see if the email is there. Sometimes an email can have a spelling mistake when entered, and our system was not able to issue the confirmation to that address. Unfortunately if you still cannot confirm your order details, Please email us at firstname.lastname@example.org and we will take a look.
My item says sold out, when will it restock?
- Join the Louis Elite Fam if you would like to receive a notification when new inventory is added to the website.
Where is the item that was on your website?
-As a general rule, any items marked down in price or in our sale section are discontinued designs that will not be restocking. It’s best to grab these ones while they are available!
Can you make a custom necklace design or size?
- Custom work or sizing is not something we offer. The reason for this is because we produce in large volumes and do not have a feasible way to make smaller quantities as a result. The wait time + cost that would need to be transferred to the customer would be unreasonable. For those reasons we don’t do any custom work. Unless you help us build enough backers for it! :)
RETURNS AND EXCHANGES
What is your return and exchange policy?
- We want to make sure you love your necklace, so we offer a 30-day money back guarantee starting from the day you receive your necklace.
To initiate a refund/return, please email email@example.com with your name, order #, and reason for return. After sending that email, please mail the package back to our 3rd party warehouse at the address below and email us again with the tracking number:
Attn: Louis Elite Necklaces
22476 Fisher Road
Watertown, NY 13601
Do I have to pay for my own return shipping?
- Please note we are not responsible for the return shipping costs, or any import fees that might apply if coming from outside of the US. We recommend returning your necklace with tracked shipping as we will only refund necklaces that successfully make it back to our warehouse.
How long does your return /exchange process take?
- We will issue your refund once our warehouse has received your return, inspected to make sure the necklace is undamaged, and still contains all components including the drawstring bag. It often takes 5-10 days for the money to show up in your account after we have offered the refund.
Items that do not meet these requirements, or are sent back after 30 days, will be sent back to your address on file without a refund.
If returning a faulty or broken item, please follow the above steps but also send adequate pictures in your email to show the flaw or what is broken. In this case, we will cover the return shipping costs.
Will you have the item in stock when I exchange it?
- We do our very best to offer an exchange for an incorrect size. However we cannot reserve an item in advance. If your item is not in stock when we receive your request, our team will reach out via email with alternative options.
How can I work with you guys?
- For collaborations and media or PR inquiries please email us at firstname.lastname@example.org
For our affiliate program, apply here https://louiselite.com/pages/register-affiliate-account