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Frequently Asked Questions


General Questions

Sizing Questions

Product Questions

Shipping Questions

Return/Exchange Questions

 


 

GENERAL QUESTIONS

Who is Elsa Jane?

Elsa Jane is every woman. She's your partner-in-crime; your BFF; the kindhearted bestie who's always got your back when the chips are down, is quick with a good joke and a stiff drink to brighten your day, and a tough cookie who knows exactly what she wants out of life, goes after it with gusto, and doesn't take shade from anybody.

She's every shape and size and is beautiful inside and out, whether she's dressed to the nines at the club on Friday night or dressed down in cozy fleece & sweats for a night in with a bottle of wine, a fresh pizza, and some binge-watching.

Really, Elsa Jane is you. It's a great big world out there, ladies. Go out and own it.

I own a boutique/shop/store. Can I carry your products?

Sure! Please feel free to contact us with any wholesale inquiries.

What about consignment?

Sorry, but we don't do consignment.

Do you have a store? Can I visit you?

Elsa Jane does not have a walk-in retail space at this time; we design, print, and ship our items out of our warehouse in Los Angeles. However, if you live in the Los Angeles metro area and would like to pick up your order instead of waiting for it to arrive in the mail, please visit our Contact Us page and email or call us to arrange for a pick up.

SIZING-RELATED QUESTIONS

OK — you sell plus-size clothing, but that's a broad catch-all term, and plus-size women come in all sorts of shapes and sizes. How do I know your items will fit me, and how do I know which size to select?

Real talk: Fit is very subjective. What one woman thinks is comfortable may be either too form-fitting or too loose for another; it's very much a matter of personal taste. But the truth is that women of all sizes have been getting screwed over by the fashion industry for decades. Designations like Small, Medium, Large, etc., are meaningless because they can vary wildly from brand to brand and style to style. 

We have provided extremely detailed sizing charts and item descriptions on every one of our product pages, as well as size information for the models depicted in the sizing charts and in our product photos. All of our items adhere to industry-standard plus-size designations, ranging from 0X to 4X. With one or two exceptions — which are mentioned on those very same sizing charts and corresponding item descriptions — all of our item styles run pretty true-to-size.

That said, the very best way to ensure you select the right size for you is to refer to the actual measurements, in inches, that we've provided in the sizing charts. They also explain how to accurately measure yourself if you're unsure of your own dimensions. If you shop online regularly and have purchased tops elsewhere that fit you well, we recommend comparing the measurements on those sizing charts to the measurements found on our own to determine which size will fit you most comfortably and have you looking your very best.

PRODUCT-RELATED QUESTIONS

What kind of shirts does Elsa Jane print on?

We print on a few different blank styles with varying ratios of cotton-to-synthetic (your polyesters, rayons, and viscoses), but all feature combed ring-spun materials with a minimum gauge of 30-singles. Detailed information on the fabric content and sizing is available on every product page to the right of the product pictures.

How are Elsa Jane's shirts printed?

We primarily print our graphics in-house with digital direct-to-garment printers using water-based inks for a soft feel. From time to time we may use traditional screen printing with discharged water-based inks. Either way, we're obsessed with softness and durability.

Hey! I just received my shirt and the print is all faded — what gives?

Chances are you ordered a shirt with a "distressed" design. This means we purposely "roughed up" the art prior to printing to give it that lived-in, vintage look. We take the utmost care to make sure the product photos reflect how the shirts look when printed, so any intentional distressing will be apparent on your screen when you zoom in.

How should I care for my Elsa Jane item(s)?

We recommend washing all of our items with like colors in cold water on the "Delicates" setting. Hang drying is best, but if you must use a machine, skip the fabric softener and use the lowest possible heat setting. Although following these care guidelines is not absolutely crucial, it will preserve the life of the garments and prints.

Are Elsa Jane items pre-shrunk?

Yes, but any garment containing a significant amount of cotton — even those that are pre-shrunk — will experience some shrinkage when washed and dried, especially if done in hot water and/or on a high heat setting. Thankfully, they'll stretch back out after you wear them for an hour. And if you are drying your laundry in high heat — especially your darks — stop that. It will help your clothing look newer longer.

SHIPPING QUESTIONS 

Where does Elsa Jane ship from?

Los Angeles, California.

How long will it take me to receive my order?

We print all of our items to order. Sometimes we have the blanks here in our shop; sometimes we need to order them in from one of our suppliers. This is why we need 2-5 business days* to prepare orders for shipment. From there, it takes USPS a few days to deliver packages within the U.S. The average delivery speed for First Class packages is 3-4 business days. For Priority packages, the average is 2-3 business days.

Please note that the above USPS averages are not guarantees. We have no control over how quickly USPS delivers packages once we hand them off. If you live far from a major city or in an area experiencing inclement weather it may take a little longer.

* Please note that a "business day" is any weekday, Monday through Friday, that is NOT a major holiday within the U.S. If you place an order on a Friday, the following Monday will be the first business day from when you placed the order, and Elsa Jane will have until the Friday after that to ship the order — Monday = 1, Tuesday = 2, Wednesday = 3, Thursday = 4, Friday = 5. If a major holiday falls on the Monday after you placed your order, then Tuesday would be the first business day from when you placed the order and the following Monday would be the fifth business day from when your order was placed.

We ship most orders in about 2-3 business days, but all orders ship within 5 business days. Most U.S. orders arrive in 4 to 10 business days.

If you live outside the U.S., please plan for your order to take about 2-3 weeks to arrive. We also strongly recommend following your package's tracking information once your order ships. If your tracking indicates that your package has arrived in your country, please contact your local customs or postal service with the tracking number to find out how you can collect the package. We've had instances of customers missing the notice about their package being held at customs and the packages are left for so long that they end up being returned to us. The best way to avoid this is to make sure to monitor your package's tracking information once it ships.

Is there any way for me to track my Elsa Jane order?

Yes! As soon as your order ships, you'll receive a notification containing a USPS tracking number. At that point USPS.com will be able to provide you with a projected delivery date. Please note that the information available on USPS.com is the same information we have as to the whereabouts of your package. If there seems to be a delay or an issue of non-delivery, please contact your local post office with the tracking number, as they will have more information at their disposal to assist you. 

Does Elsa Jane offer next-day or expedited shipping?

Not as a standard option. Occasionally we can do next-day shipping, but in most cases we do need at least 2-3 business days to get an order printed and handed off to USPS, and then USPS needs time to deliver the shipment. If you have a firm in-hand date you are aiming for, please contact us prior to placing your order to verify that we can make it happen.

Please note that if you select Priority mail, this means we will ship your order using USPS Priority mail service. This does not mean we can ship your order the day after you order. Again, all of our items are handmade to order, which is why we have a 2-5 business day window for shipping.

Does Elsa Jane ship internationally?

Yes! We ship to Canada, Australia, New Zealand, most countries in Europe, and some countries in Asia via USPS. Please be aware that international customers may be charged customs or VAT fees. Elsa Jane has no way to calculate these fees at the time of purchase, as each destination country has its own rates and fees that change over time with no notice. Please plan to pay these fees to your local customs authority at the time of delivery. Your country's customs authority may be able to help you estimate what the charges will be.

Why don't you ship to my country?

We wish we could ship to every country, but our experience has been that some countries offer more reliable postal service than others. For this reason, we've had to limit our list of available countries to those we know are most reliable in terms of delivery service. We would hate to attempt to ship you something and have you not receive it.

If you are outside the U.S. and we don't ship to your country, you may want to look into international mail forwarding services. An international mail forwarder will provide you with a U.S.-based shipping address so you can enjoy domestic shipping rates from stores across the U.S. When your packages arrive at the forwarder's address they will box them all up in one shipment and forward them on to you via a private carrier such as DHL or UPS, ensuring that you get all your purchases from the U.S. for the cost of just one international shipment. This is a great option if you live outside the U.S. but like to do a lot of shopping on U.S. websites. 

I placed an order a while ago and still have not received it. The tracking information on USPS.com hasn't changed since it shipped. Where is my order?

Great question! As mentioned above, Elsa Jane has no control over USPS's delivery speed. That said, if you placed an order and still haven't received it within 14 business days (60 calendar days if you're an international customer), please contact us.

The tracking information for my order indicates that it was delivered, but I never received it. What do I do?

First, check the area around your house or apartment. If the package was too large to fit in your regular mail box or slot, your mail carrier may have left it elsewhere on the property — on a porch, under a bush, around the side, etc.

If you live with family or a roommate/housemate, ask if they brought it inside and forgot to give it to you. You may also want to check with neighbors — mail carriers aren't perfect, and they may have mixed up the street or apartment number when delivering.

If you have exhausted all of the above options, contact your local post office with the tracking number and explain that you never received a package that was scanned as "delivered". They can ask the carrier who services your route if they placed it anywhere out of the ordinary. Be sure to ask them to check the GPS location where the package was scanned. Occasionally carriers leave packages at the wrong address. If you have your post office check the GPS information on the delivery scan, they can make sure the package was left at the correct address. If it was not left at the correct address, they should be able to retrieve it for you.

Above all, don't wait too long to eliminate the above options. The likelihood of finding a missing package is much greater if it's addressed within a day or two of being scanned as delivered instead of weeks later.

If none of the steps mentioned above turns up the package, please contact us with your order number.

RETURN/EXCHANGE/REFUND QUESTIONS

The item I ordered doesn't fit. Can I exchange it for a different size?

Sure! However, we can only accept items for exchange if they are returned in unwashed/unworn/sellable condition. If we receive an item for exchange that's covered in pet hair, smells strongly of perfume, deodorant, or other odors, or has clearly been washed or worn we won't be able to accept it as an exchange and will have to ship it back to the original mailing address. Customers have 30 days from when their initial order was delivered to exchange items. Please visit our return/exchange page to request an exchange.

I purchased an Elsa Jane item and have decided I don't want it. May I return it?

Yes! Again, provided it is returned in unwashed/unworn/sellable condition within 30 days of when it was delivered, Elsa Jane will issue a refund upon receipt of the item.

If you would like to return an item for a refund instead of in exchange for something else, you may elect to have us send you a pre-paid postage label to ship it back to us, or ship it back to us via your preferred method. However, please note that Elsa Jane only offers free exchanges; if you would rather return your item(s) for a refund using one of our pre-paid postage labels, the postage cost will be deducted from your refund amount. Please visit our return/exchange page to initiate a return.

I received an Elsa Jane item as a gift but would like to exchange it for a different size/item. Can I do that?

Sure, so long as it's within 30 days of delivery and in its original unwashed/unworn/sellable condition! Just visit our return/exchange page and follow the detailed instructions provided.

Will I receive a refund for any shipping fees associated with my order if I choose to return it?

Shipping fees are non-refundable.

I received my Elsa Jane order and there's an issue with it (damage/defect, incorrect item.) 

That's terrible! We strive to make sure every order we ship out is free of errors or defects, but mistakes do occur from time to time (though very rarely.) We want you to be 100% happy with your order, and apologize for the oversight and/or mix-up and any inconvenience it has caused. Please contact us with your order number and let us know what the issue is and we will correct it as quickly as possible!