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ORDERING

WHAT IF I NEED TO ADD ITEMS OR CHANGE AN EXISTING ORDER?

WE ARE UNABLE TO MODIFY ORDERS ONCE THEY HAVE BEEN PLACED. PLEASE PLACE A SEPARATE ORDER FOR THE CORRECT ITEMS YOU WISH TO PURCHASE AND SEND AN EMAIL TO Support@JohnElliott.co TO CANCEL YOUR ORIGINAL ORDER.

WHAT IF I NEED TO CANCEL MY ORDER?

IF YOU WOULD LIKE TO CANCEL YOUR ORDER AND IT HAS NOT YET BEEN PROCESSED,  PLEASE EMAIL Support@JohnElliott.co. ONCE YOUR ORDER HAS BEEN PREPPED FOR SHIPPING, IT CANNOT BE CANCELLED.

WHEN I PLACE AN ITEM IN THE SHOPPING CART, AM I GUARANTEED TO RECEIVE THE MERCHANDISE?

PLACING ITEMS INTO YOUR SHOPPING CART DOES NOT GUARANTEE THE ITEMS WILL REMAIN IN STOCK. ONCE AN ITEM HAS BEEN PURCHASED, WE WILL SEND YOU AN ORDER CONFIRMATION EMAIL. IF WE ARE UNABLE TO COMPLETE YOUR ORDER FOR ANY REASON, WE WILL NOTIFY YOU VIA EMAIL AS SOON AS POSSIBLE.

AN ITEM I WANT IS SOLD OUT. WHEN WILL IT BECOME AVAILABLE AGAIN?

IF AN ITEM IS LISTED AS SOLD OUT, IT IS UNAVAILABLE FOR PURCHASE. YOU CAN CLICK THE ‘SIZE SOLD OUT?’ LINK ON THE PRODUCT PAGE AND SIGN UP TO RECEIVE RESTOCK NOTIFICATIONS. YOU CAN ALSO REACH OUT TO ANY OF OUR STOCKISTS WHO MAY HAVE ADDITIONAL INVENTORY.

I RECEIVED A DAMAGED PRODUCT. WHAT SHOULD I DO?

PLEASE EMAIL US AT Support@JohnElliott.co. AS SOON AS YOU RECEIVE YOUR ORDER.

HOW DO I FIND OUT WHEN NEW STYLES ARE RELEASING AND WHEN?

YOU CAN STAY UPDATED WITH OUR LATEST RELEASES  BY SIGNING UP FOR OUR NEWSLETTER OR BY FOLLOWING US ON SOCIAL MEDIA.

HOW CAN I CHECK THE BALANCE ON MY GIFT CARD?

IF YOU WOULD LIKE TO CHECK THE BALANCE ON YOUR GIFT CARD, EMAIL US AT Support@JohnElliott.co.

SHIPPING

WHEN WILL MY ORDER SHIP?

WE’LL PROCESS YOUR ORDER AT OUR FACILITY WITHIN 2-3 BUSINESS DAYS. IF YOU DO NOT RECEIVE AN EMAIL WITH TRACKING INFORMATION WITHIN 3 BUSINESS DAYS, PLEASE EMAIL US AT Support@JohnElliott.co. PLEASE NOTE, WE DO NOT SHIP OR PROCESS ORDERS ON WEEKENDS OR HOLIDAYS.

MY TRACKING INFORMATION STATES THAT MY ORDER WAS ALREADY DELIVERED BUT I HAVE NOT RECEIVED IT. WHAT DOES THIS MEAN?

PLEASE EMAIL Support@JohnElliott.co. WE’LL DO OUR BEST TO RESOLVE THE ISSUE AS QUICKLY AS POSSIBLE. 

WILL I HAVE TO PAY SALES TAX?

ALL ORDERS SHIPPED TO CALIFORNIA ADDRESSES ARE SUBJECT TO STATE SALES TAX AND MAY BE SUBJECT TO LOCAL TAXES. ORDERS TO ALL OTHER US STATES WILL NOT BE SUBJECT TO ANY SALES TAX.

I AM PLACING AN INTERNATIONAL ORDER. DOES THE SHIPPING COST INCLUDE THE CUSTOMS, DUTIES AND/OR TAXES?

CUSTOMS, DUTIES AND TAXES ARE NOT INCLUDED IN THE ITEM PRICE OR SHIPPING COST. WE SHIP ALL INTERNATIONAL ORDERS DELIVERY DUTIES UNPAID (DDU), WHICH MEANS ANY FEES ARE CHARGED ONCE THE PARCEL REACHES ITS DESTINATION AND MUST BE PAID BY THE RECIPIENT. UNFORTUNATELY THESE FEES ARE BEYOND OUR CONTROL, AND WE ARE UNABLE TO COVER THEM FOR OUR CUSTOMERS.   

RETURNS/EXCHANGES

CAN I RETURN OR EXCHANGE AN ITEM I PURCHASED AT ANOTHER RETAILER?

WE CANNOT ACCEPT ITEMS PURCHASED AT OTHER RETAILERS, AS THESE ITEMS ARE SUBJECT TO THE RETAILERS’ OWN RETURN AND EXCHANGE POLICIES. WE RECOMMEND REACHING OUT TO YOUR RETAILER DIRECTLY TO DISCUSS RETURNING OR EXCHANGING YOUR ITEM.

I AM IN THE LOS ANGELES AREA. CAN I DROP OFF MY RETURN OR EXCHANGE IN PERSON?

WE CURRENTLY CANNOT ACCOMMODATE IN-PERSON PICK UPS OR DROP OFFS AT OUR FACILITY IN LOS ANGELES.

SALE

CAN I RETURN ITEMS THAT WERE PURCHASED USING A SEASONAL PROMOTION CODE?

ITEMS PURCHASED USING A SEASONAL PROMOTION CODE ARE ELIGIBLE FOR STORE CREDIT ONLY. STORE CREDIT WILL BE ISSUED VIA A GIFT CARD.

CAN I RETURN FINAL SALE ITEMS?

ITEMS MARKED FINAL SALE CANNOT BE RETURNED OR EXCHANGED.

AN ITEM I PURCHASED IS NOW ON SALE. CAN YOU ADJUST THE PRICE?

WE ARE ABLE TO OFFER PRICE ADJUSTMENTS ON SOME ITEMS PURCHASED AT JOHNELLIOTT.CO UNDER THE FOLLOWING CONDITIONS:

  • THE ITEM WAS PURCHASED WITHIN 7 DAYS OF THE MARKDOWN PERIOD
  • THE SIZE AND COLOR ARE STILL AVAILABLE (IN-STOCK) AT THE TIME OF THE PRICE ADJUSTMENT REQUEST.
  • THE ITEM IN THE ORIGINAL PURCHASE WAS NOT ALREADY DISCOUNTED VIA OTHER SALES OR PROMOTIONS.

PLEASE NOTE THAT ONCE A PRICE ADJUSTMENT HAS BEEN ISSUED, THE ITEM WILL BE ELIGIBLE FOR STORE CREDIT ONLY IN THE EVENT OF A RETURN REQUEST.

FIT AND SIZING

HOW DO I KNOW WHAT SIZE WILL FIT ME BEST?

EVERY ITEM HAS A CORRESPONDING SIZE GUIDE WHERE YOU CAN VIEW SPECIFIC MEASUREMENTS. WE ALSO INCLUDE ANY NOTABLE CALL-OUTS IN THE ‘DETAILS’ SECTION OF THE PRODUCT PAGES. IF YOU HAVE ANY OTHER QUESTIONS, PLEASE EMAIL Support@JohnElliott.co AND WE WILL HELP YOU FIND YOUR CORRECT SIZE.

GARMENT CARE

HOW DO I CARE FOR THE ITEMS THAT I PURCHASED?

EACH STYLE HAS SPECIAL CARE INSTRUCTIONS ATTACHED TO THE GARMENT AND ON THE PRODUCT DETAIL SECTION OF OUR WEBSITE. PLEASE FOLLOW THESE INSTRUCTIONS CAREFULLY. IF YOU HAVE ANY QUESTIONS REGARDING GARMENT CARE, PLEASE REACH OUT TO US AT Support@JohnElliott.co.