Elly Clay NYC
Shipping/Returns Policy
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What is your return policy?
We at ELLY CLAY want you to be completely satisfied with your order.
If you are dissatisfied for any reason, you may contact us for a return/exchange of the item in its original condition within 14 days of receipt of item.
Please see instructions below.
ALL SALES AND DISCOUNTED ITEMS ARE FINAL SALES AND SUBJECT TO LIMITED AVAILABILITY.
How can I cancel/change my order?
All orders placed through the website are considered confirmed once you complete the checkout process. However, we will do our best to accommodate you if you need to make changes.
Please contact customer service within 24 hours from the date of your order.
When will I see a credit?
We will refund the purchase price minus restocking fee of 10% & shipping charges, typically within 48 hours of receipt of returned item.
Can I exchange my bag if something is wrong?
Yes, once we receive the item you wish to exchange and review the information included on your exchange request form, we will repair any defect at no cost or replace the bag and ship it out at no additional cost via UPS ground.
How do I complete my return or exchange?
Here's what you need to do:
Step 1. E-mail support_EllyClay.com or call (917)460-44611 for a Return Authorization # (RAN). We will refuse any returns/exchanges without a RAN
Step 2. You can email us at support_EllyClay.com and we can send you a Refund and Exchange Request Form via fax or e-mail.
Step 3. Once you have filled out the form you must fax it to (718) 398-0091 completed in order for us to process your return/exchange. Pack the bag securely with the copy of your packing list, R/E form and write the Return Authorization # on the exterior of the box in big print.
Step 4. Insure your package for the full value of the merchandise and return it to us using the delivery service of your choice. For speed and security, we recommend UPS/FedEx.
Step 5. Send it back to: ELLY CLAY NYC, 138 Lexington Avenue Broadway, Suite 404, New York, NY 10013.
Please note that no refunds or exchanges will be granted after the two-week period has been exceeded. Further, no return will be accepted without the Refund and Exchange Request Form. Returns are up to the discretion of ELLY CLAY, and are accepted providing the item is returned in its original condition
How long will it take for my order to ship?
Please allow three (3) business days for order processing.
The majority of orders are shipped immediately if your bag is in stock and available.
If item is not in stock allow 3-4 weeks for delivery.
Remember to allow for time in transit, as per your shipping choice.
Our business hours are from 10:00 am until 6:00 pm, Eastern Standard Time, Monday through Friday.
How will you ship my bag?
We ship all US orders via UPS and offer three (3) shipping options:
Ground - 5 to 7 business days (FREE)
2nd day - 2 business days
Next day - Next business day
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