Frequently Asked Questions
Which countries do you ship to?
From this version of our store we ship to the United States, Canada, Australia, New Zealand and the United Kingdom. Shipping is free to all of them, with no minimum order amount. Details are in our shipping policy.
When will I receive my order?
Processing takes 0 to 3 business days, Monday to Friday. Transit then takes 3 to 7 business days. The total delivery time is 3 to 16 business days, including processing: during busy periods transit can take longer than 7 business days, but never beyond this total.
The delivery time has passed, where is my order?
Most orders arrive within the stated time. If 3 business days have passed since the end of the total delivery time and you have still not received anything, email us at support@elvianestudio.fr. We will open an investigation with the carrier.
Where can I track my order?
A tracking number is sent to you by email as soon as your order ships. You can check the status of your parcel at any time on the Track your order page.
How much is shipping?
Shipping is free to the United States, Canada, Australia, New Zealand and the United Kingdom, with no minimum order amount.
In which currency are prices shown?
Prices are shown and charged in your local currency: USD in the United States, CAD in Canada, AUD in Australia, NZD in New Zealand and GBP in the United Kingdom.
How can I pay?
We accept Visa, Mastercard, Maestro, Apple Pay, Google Pay and Shop Pay. All payments go through an encrypted SSL connection. See our payment policy.
Some items are missing from my order, how is that possible?
Some orders are shipped in several parcels because of weight restrictions or because items come from different shipping locations. The rest of your order usually follows within 1 to 3 business days.
What if I receive a damaged item?
Contact our customer service at support@elvianestudio.fr with photos of the issue. We will review it and replace the item free of charge where needed. Please do not return the item before sending us the photos.
What if I ordered the wrong item, it does not suit me or I no longer want it?
You have 30 days after delivery to request a return or an exchange. Email us at support@elvianestudio.fr with your order number and we will send you the return steps and address. Return shipping costs are paid by the customer, unless the item is defective or damaged.
Can I exchange an item?
Yes. Within 30 days of delivery you can exchange an item for a different size or colour of the same item, as long as it is unworn with the tags attached. Email us with your order number and the size or colour you would like.
How long does a refund take?
Once your return has been received and inspected, the refund is issued within 7 business days, in the currency you paid, to your original payment method.
Any other question?
Email us at support@elvianestudio.fr or call +31 6 18 42 60 36. Our customer service is available Monday to Friday from 09:00 to 18:00 and at weekends from 11:00 to 17:00 (Paris time). We reply within 24 hours.