FAQs

 Frequently Asked Questions

How do I place my Order?

To place your order, follow these steps
• Browse through our wide range of products until you find something you like. After you’ve chosen what you want, select the relevant size. You can check out our size guide for reference.
• Once you’re done, click the ‘Add To Cart’ button.
• After you have added all the products, click on the cart icon on the top right. You can either choose to continue shopping or confirm the order and click ‘Proceed to Checkout’.
• From there, you can either log in to your existing Elbekart account or simply continue as a 'New User' and create one.
Once you’re done, proceed to checkout, confirm your shipping address, and select the desired payment method to confirm your order by clicking ‘Complete Order’.

How will I know that my order is placed successfully?

Once you successfully place your order, you will receive a confirmation SMS and email with details of your order and your order ID.
• You’ll receive another SMS and email once your order is shipped out. All you have to do then is, sit back, relax, and wait for your awesome product(s) to arrive.

How do I receive my order?

• We have tied up with several reputed courier companies, so your orders will be delivered right to your doorstep within 7-20 business days depending on where you live.
• All orders come in fully sealed packages to make sure that all your goods reach you in perfect condition.

I tried placing my order using my Credit Card/Debit Card. The order was not successful but my money got deducted. What's happening here?

• As a first step, kindly check your bank account to ensure if your account has been debited. If your account has been debited after a payment failure, it is normally rolled back by bank account within 10 business days.
• Please reach our help center and provide the required details to raise a ticket then we’ll help sort things out.

How should I check my status of my order?

• To find out when your order is arriving, you need to first log in to your account. Click on the icon to the right of the cart (located on the top right corner) and click on the sign-in button to enter your details.
• Click on Orders to see the status of your current order (as well as your order history).
• After your order has been successfully placed, you will immediately receive a confirmation and order details via email and SMS. Once your products have been shipped, you will be notified again via email and SMS.
• In case there is any unusual event or complication that leads to a delay in shipping your order, you will immediately receive an update from our end- with reasons and the revised shipping and delivery timelines.
• If there are any other issues/ delays that come up, or you need the order to be delivered urgently, Please reach our help center and provide the required details to raise a ticket then we’ll help sort things out.

Is it safe to shop online if I make payment using Credit Card, and Debit Card?

• All Credit Card, and Debit Card transactions are processed over a secure encrypted connection. Rest assured, your money is safe.

 

Are there any hidden charges?

• There are absolutely NO hidden charges for any of our products- what you see is what you pay.

What should I do If my payment fails?

• In case there is a failure in payment, please retry and keep the following things in mind:
• Please confirm if the information you’ve provided is correct i.e. account details, billing address, and password (for Net Banking); and that your internet connection wasn’t disrupted during the process.
• If your account has been debited even after a payment failure, it is normally rolled back to your bank account within 10 business days.
• For any further clarification, Please reach our help center and provide the required details to raise a ticket then we’ll help sort things out.

How long will it take for my order to be delivered?

• Orders in USA, once shipped, are typically delivered in 3-7 business days, and 7-20 business days for the rest of the USA. Delivery time may vary depending upon the shipping address and other factors (public holidays, extreme weather conditions, etc.)

How do I track my order?

 You'll receive a tracking number from us in your inbox as soon as it ships! Orders can be tracked in real-time via this linkTrack Order

How do I modify my order?

For changes in the order before it has been shipped, Please reach our help center and provide the required details to raise a ticket then we’ll help sort things out.
Orders has been shipped cannot be modified in the transit stage instead you can raise an exchange request once it is delivered.

How do I cancel my order?

 For order cancellation, Please reach our help center and provide the required details to raise a ticket then we’ll help sort things out.

ORDER ISSUES

  Can I change the email address to my order?

Yes! Please email our Customer Care team by clicking HERE with your order number, original email address, and the updated email address so that we may make the changes for you. Once your email address has been updated, we can resend your order confirmation and/or shipping confirmation emails to the updated address. :)

Can I modify my order after I’ve placed it?

No, unfortunately we cannot modify orders once they have been placed. All sales are final. So sorry for any inconvenience!

Can I cancel my order after I’ve placed it?

Unfortunately, no. Once an order is placed, you are unable to cancel or modify the order. All sales are final. So sorry for any inconvenience!

 I received a package, but it wasn’t my order.

We’re so sorry for the mix up with your order! Please email our Customer Care team by clicking  HERE with your order number and pictures of the following: the stamped initial/number on the outside of your envelope or box, the order packing slip with with the stamped initial visible, and a picture of the products you did receive. Please note that all order issues must be reported within 14 days of delivery. We’ll get YOUR order sent out asap!

I received the wrong item.

If you receive an incorrect order, we are so sorry for the mix up! Please contact our Customer Care team by clicking HERE within 14 days of delivery  with your order number and pictures of the following:

  • the stamped initial/number on the outside of your envelope or box,
  • the order packing slip with the stamped initial visible,
  • a picture of the incorrect product, with a picture of the bottom/side label of the product so we can see the 4-digit lot number
  • and a list of the babies that are missing.

We'll get back to you ASAP!

I received broken item(s) in my order.

We do our best to get your order to you in perfect condition, but mistakes can occasionally happen. Please contact our Customer Care team by clicking HERE within 14 days of delivery so that we may help you further. Please be sure to provide photos of your broken baby/babies with a photo of the bottom/side of the product so we can see the 4-digit lot code as well as the name of the affected items so we can best assist you!

I received my package and have a problem!

Oh no! We do our best to get your order to you in perfect condition, but we understand that mistakes can happen. As we adore our Elbekart, your complete satisfaction is our top priority and we will gladly assist you with any issues with your order. Please contact our Customer Care team by clicking HERE within 14 days of delivery so that we may help you further. Please note that you may be required to provide photos of your goodies in order for our team to best assist you.

I broke my shadow! Please help!

We know, this is the ultimate tragedy and we are sorry you had to experience it! Luckily, although some of life’s tragedies are not fixable…this one totally is. All you have to do is place a tissue over your shadow pot and press down with a round flat item. Ta-da! Practically good as new.

Can I change the shipping address for my order?

We will be happy to change the shipping address for you order! Please email our Customer Care team by clicking HERE with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. Unfortunately we are also unable to change your shipping address from a domestic US address to an International address, or from an International address to a domestic US address. Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

Can I change the billing address for my order?

Oops! Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!

PAYMENTS, PROMOS & Gift VOUCHERS

Do discount codes expire?

While some things last forever, our discount codes do not. All discount codes will come with an expiration date at the time that they are issued, so that you can plan your shopping date accordingly!

Please keep in mind that discount codes cannot be combined with any other offers that may be live on our site at the time that your order is placed.

How can I pay for my order?

We accept all major credit cards, as well as PayPal, and Apple Pay!

Why Isn’t My Promo Code Working?

We recommend copying and pasting your exact code into the coupon box to apply your discount. Keep in mind that promo codes cannot be combined, nor can they be applied towards shipping. Exclusions include but are not limited to: newly launched collections, babies on last call, our Disney Designer collection, Disney Villains collection, and select kits/sets/collaborations. They typically cannot be used during promotions as well, so double check the fine print when a promotion is live to be sure!

Can I combine coupon codes on my order?

Unfortunately, coupon codes cannot be combined, nor can multiple codes be applied to a single order. Coupon codes cannot be combined with any other offers that may be live on our site at the time that your order is placed. 

Always make sure to review your order summary prior to completing checkout to make sure you are snagging the best deal for your goodies!

Do you offer a rewards/loyalty program?

Unfortunately, we do not have a rewards or loyalty program at this time. Thank you for your interest!

How do I use PayPal to pay for my order?

Once you are prompted to enter your payment information during checkout, please select the PayPal option, shown below:

 You will be redirected to PayPal to complete your order at this time. :)

How can I view my order status without an account?

Unfortunately, you must be logged into an account when placing your order to be able to view the status of your order. Not to worry, though! All order updates, including confirmation and shipping emails, will be sent to the email address used to place to the order. :)

Do I have to create a Elbekart.com account to shop?

An account is not required in order to shop from our site! But we do recommend that you create an account, as it makes it easy to check on the status of an order and gives you access to your full order history. :) You can also save your shipping information for a quicker checkout experience!

Can I get a refund if the price has changed?

Unfortunately, we are unable to honour any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience, and appreciate your understanding!

Will I be charged International Bank Fees?

When placing an order, the final total you see during checkout is in USD. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions.
Please reach out to your bank for more information on any additional charges/fees!

Do you offer samples of your products?

Due to the low cost nature of our products we do not currently send samples. Thank you for your interest!

It looks like you charged me twice for my order.

If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. Don’t fret! We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.

DELIVERY

My package says delivered, but I didn’t receive it.

Sometimes USPS tracking information can be incorrect, and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime!

If you do not receive your order in a couple days, please email our Customer Care team, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further! :)

How are shipping rates calculated?

We offer shipping at the following rates:

Domestic shipping*

Under $50 – $5.99 flat rate

$50 and over – Free shipping

*Within the contiguous United States.

 

2-Day shipping*

$15.00 for orders up to $100.

*Unfortunately, currently we are unable to process 2-day or other expedited shipping orders due to the current impact on our delivery services as a result of COVID-19.  We will endeavor to once again offer this service when available.   Further, we are unable to ship expedited orders to PO boxes or to areas outside of the US.

International

Under $100 – $9.99 USD flat rate

$100 and over – Free shipping

* All international orders are subject to customs and duty fees as defined by the country of importation. Elbekart is not responsible for fees associated with importation. All fees, duty, or other taxes must be paid by the parcel recipient.

For more information on import fees please click HERE!

                                                                                                                     

 Do you combine orders?                                                                             

Orders are subject to being automatically combined by our system if placed on the same day and shipping to the same address.

Please note that orders cannot be combined manually by our team, and shipping fees for orders that may be combined by our system are non-refundable.

Why is my order unfulfilled?

No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

My international tracking is not updating.

We're so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package is still in transit to you.

Please note that international orders typically take 10 to 21 full business days to be delivered. Business days do not include weekends, or holidays.

In the meantime here are some things that might help you locate your package:

If tracking indicates that your package is in your destination country, please use your local courier's online tracking, as it may have more accurate tracking information. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person. We recommend you physically visit the office to locate your package as your courier's online tracking may not recognize your USPS generated tracking number.

If tracking indicates that your package is still in the US, or is currently in transit, please be patient! Typically international orders do get delivered within 21 business days, however your package may be delayed by customs, or may simply be missing a scan.

Whatever the case may be, we recommend full communication with your customs office as this is the most likely place for packages to go missing.

If you have waited the full 21 business days and still have not received your order, please contact our Customer Care team HERE with your order number! Please note, we are unable to assist you further with your order until after the 21st business day.

Can I have my order delivered to a PO Box address?

Yes! We do deliver to PO boxes. :)

When will my order ship?

Our products usually – key word usually – ship within 3-5 BUSINESS days (business days do NOT include weekends or holidays)! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, so be patient my friend!! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

Can my parcel be redirected to a different address?

Once your order ships, we are unable to make any changes to the shipping address.
You should still be able to update your address on the USPS website, though!

If your package returns to us due to an incorrect address, it will be cancelled and refunded. We will notify you if this happens!

Will my package be charged delivery/customs fees?

All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based off product value.

For orders to Canada, Australia, United Kingdom, Hong Kong, France, Mexico, Singapore, Japan, New Zealand, Spain, and Israel:

We are excited to share that Duties & Taxes are now included during checkout on all orders shipping to your country! This means you will save on agent fees and your package may be delivered to your door! Any Duties & Taxes that apply to your order will be listed during the checkout process.

For all other international orders:

These fees are not included in your Elbekart.com order and/or shipping total. Elbekart.com assumes no responsibility for duties incurred on discounted, promotional or give away items. All fees must be paid by the parcel recipient. By placing an order, you authorize Elbekart.com to import your product on your behalf and agree to Elbekart.com delegating the import of your products to a third party.       

Are there any known delivery delays in my area?

 For more information on delivery delays worldwide, please reference the following link to view all USPS Service Alerts: https://about.usps.com/news/service-alerts/welcome.htm

We also recommend visiting the website for your local post office for delays specific to your city!

Please note, Elbekart is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays.

Delivery and Returns Delays

We do our very best to process and ship your order as quickly as possible, however once your order is transferred to USPS, it may encounter delays during its journey to you. The same is true for orders determined to be undeliverable by USPS and returned to our HQ.

Please note, Elbekart is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays. Our team can only view the same information that you can via your order’s tracking number.

Please allow our full shipping times to pass before reaching out to our Customer Care team!

  • For domestic orders, shipping may take up to 5 business days.
  • For international orders, shipping may take up to 21 business days.

If your order is traveling beyond these time frames, please email our Customer Care team by clicking HERE with your order number and tracking information so that we may assist you further!

For returned orders, please note that we will issue a full refund for your order once it is received at our HQ and confirmed to be undeliverable. We are unable to process a refund for a returned order until we physically receive the package. We apologize for any inconvenience! 

How do I track the delivery of my order?

Yay, you are so close to receiving your goodies! Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.

If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.

You can also track your order using the following links: 

USPS Tracking: https://tools.usps.com/

UPS Tracking: https://www.ups.com/

DHL Tracking: http://webtrack.dhlglobalmail.com/

What should I do if my order hasn’t been delivered?

We’re so excited for you to receive your order! If your order is shipping to a domestic address, shipping typically takes 3-5 business days. If shipping internationally, shipping may take 10-21 business days. Please note that business days do not include weekends or holidays! We recommend reaching out to USPS and/or your local post office for more information on the status of your order.

If your order has exceeded typical shipping times, please email our Customer Care team by clicking HERE, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further. :)

What countries do you ship to?

 

We happily ship to (almost) all countries worldwide! Unfortunately, we do not currently ship to the following countries:

Iraq
Turkey
Democratic Republic of Congo
Cuba
Iran
Vietnam
Tajikistan
Côte d'Ivoire (Ivory Coast)
Uzbekistan
Guatemala
North Korea
the Crimean region of Ukraine
Sudan
Syria

 

We want to send you all our love and support, and hope that everyone is staying healthy. Due to government regulations, we have been asked to place a temporary hold on shipments to the following countries:

Antigua & Barbuda
Bahamas
Belize
Benin
Bermuda
Bolivia
Brunei
Cape Verde
Cayman Islands
Djibouti
Dominica
Eritrea
French Guiana
French Polynesia
Grenada
Guadeloupe
Guinea-Bissau
Guyana
Haiti
Honduras
Italy (Arzano (80022), Orta di Atella (81030) en Marcianise (81025)in the Naples area
Galati Mamertino (98070) in the Messina area
Sambuca di Sicilia (92017) in the Caltanissetta area
Mezzojuso (90030) en Torretta (90040) in the Palermo area
Randazzo (95036) en Troina (94018) in the Catania area
Vittoria (97019) in the Ragusa area
Sicily (94010), (92020), (90036), (90023), (97019), (97011), (98033)
Bronte (95034), (98030),(95030))
Libya
Marshall Islands
Martinique
Mauritius
New Caledonia
Nicaragua
Reunion
Sao Tome and Principe
Solomon Islands
Somalia
Sudan
Tajikistan
Timor-Leste
Turkmenistan
Venezuela
Yemen

We are dedicated to ensuring the safety of our customers and are eagerly awaiting approval to return service to your area.

All international orders are subject to customs and duty fees as defined by the country of import. Customs and duty fees are not included in your Elbekart order and/or shipping total. Elbekart is not responsible for fees associated with import. All fees must be paid by the parcel recipient.

RETURNS & REFUNDS

Return Policy

Unfortunately, due to the low-cost nature of our products, once an order has shipped, we are unable to offer refunds, returns, or exchanges. All sales are final. Elbekart reserves the right to refuse any returns at any time.

If you wish to cancel an order prior to shipping, or have any questions, please contact our Customer Care team by clicking HERE.

 

Can I return a gift that was purchased for me?

Unfortunately, we have a no return, refund, or exchange policy. We apologize for any inconvenience this may cause!

I need my refund redirected to a different account.

So sorry for the issue! Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.

What happens if my package is returned after it is shipped?

If you return your order to us:

Unfortunately, due to the low cost nature of our products, our return policy does not offer returns! All sales are final. If you choose to return your order to us, the order will be refused at our HQ once it is determined to be an unauthorized return.

If your package was returned to us by USPS:

We’re so sorry to hear that your babies are coming back to us! Unfortunately, we are unable to reship a package that is determined to be undeliverable by USPS. We are also unable to provide more detailed information as to why your order was returned by USPS.

You can use your tracking number to estimate when your package will return to us. We will issue a refund once we physically receive your order back at our HQ and confirm that your package was undeliverable. If you would like to purchase the same items, you will need to place another order. We apologize for any inconvenience this may cause!

Can I return my gift for a different item?

Unfortunately, we have a no return, refund, or exchange policy. We apologize for any inconvenience this may cause!

PRODUCTS & STOCK

Where can I purchase Elbekart products and how can I be sure they are real?

The only way to be sure you're getting the real deal is to purchase from one of the authorized sellers below:

Elbekart.com

When are the out of stock products restocking?

Oh no! Please sign up for our newsletter to be the first to hear about any restocks! We also announce restock dates via social media. :)

Do you offer a wholesale discount for bulk buying?

So sorry! Unfortunately, we do not currently sell wholesale nor do we authorize the resale of our products. Thank you for your interest!

Why can’t select items be shipped internationally?

We definitely don’t want to single out any of our Elbekart from trying out our latest products! 

Please note that there may be additional product limitations and restrictions applicable depending on your country. We recommend reaching out to your customs office for more information!

Further information can be found via the following link:

https://www.usps.com/ship/shipping-restrictions.html

Can I change the shipping address for my order?

We will be happy to change the shipping address for you order! Please email our Customer Care team by clicking HERE with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. Unfortunately we are also unable to change your shipping address from a domestic US address to an International address, or from an International address to a domestic US address. Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

TECHNICAL

Do you have a phone number I can contact?

We currently don’t have a phone number for customer service inquiries, but we recommend taking a look around our Help Center to find answers to your questions/concerns.

If you can’t find what you’re looking for or need help regarding your order, our Customer Care team will be more than happy to assist you! Please submit a request via our webform by clicking  HERE or the button below!

Delayed order confirmation emails.

Confirmation emails are typically received shortly after an order is placed. If you do not receive your confirmation email right away, however, don’t fret! Your confirmation email may experience a delay if your order was placed during a period of high order volume, such as an exciting new launch or promotion.

If you have not received your confirmation email within 24 hours after your order is placed, please email our Customer Care team by clicking HERE so that we may assist you further!

How can I unsubscribe from your emails/newsletters?

You can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our emailing list!

If you change your mind later, you can still subscribe to our newsletters by signing up on our website or contacting our Customer Care Team! :)

I’m not receiving any emails from Elbekart.

Whether you’re trying to find the status of your order or if you’re trying to catch all those sweet deals, being in the loop is super important! Check out these tips to make sure you’re receiving all of our emails.

-Your Email (gmail, yahoo, etc) may be marking our emails as Junk or Spam mail. To stop this from happening, please add ‘info@elbekart.com’ to your email address book.

-Make sure you typed in the correct email address when you signed up with us. Our team can double check this information for you!

-During the checkout process, did you click the text box next to ‘Subscribe to our newsletter’? If you didn’t, this may be why!

I'm having trouble signing into my account.

If you’re interested in browsing our products by category, you can do so from the Elbekart homepage, near our menu! Here, you will find product categories, including “Rings,” “Earrings,” and “Necklaces.”

Of course, if you have a specific product you want to locate on our site, you can always use our search function at the top right of our homepage, where Account and Cart information is also located!

We hope this is helpful!

How do i close my account with Elbekart?

Oh no, we're sorry to see you go! You can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our emailing list!