• My package has been lost or stolen. What should I do?

    If your package was marked as delivered but you have not yet received it, please take the following steps:

    • Check with neighbors to see if the package was left there.
    • Reach out to your local post office or UPS / FedEx facility.

    Please note, once a package leaves our warehouse, we are no longer responsible for it. At that point, it is the responsibility of the carrier. All lost / stolen package claims must be handled with them directly at the links below:

     

     

  • Can I return or exchange my order?

    All orders are non-refundable. We do not accept returns or exchanges. Please contact us at Hello@EmilyLey.com within 7 days of receiving your order if your order arrived damaged or incorrect, and we are happy to issue a replacement.

  • I received an email saying my label was created, but my tracking has not updated?

    Good news! Well, sort of. Tracking systems are notoriously unreliable. In our experience, when this happens, your order IS in fact on its way... but tracking is, for some reason, not updating. This usually happens when a carrier forgets to scan a package. If your order does not arrive by the expected delivery date, please send us a note at hello@emilyley.com and we will help you out.

  • Do you ship internationally?

    YES! We do ship internationally. 

    International orders require extended shipping time, 6-8 weeks or longer, in some cases. Shipping times vary greatly based on your international shipping address. Please note Import duties, taxes and other charges are not included in the item price or shipping costs. These fees are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs will be prior to purchasing. 

  • How much is shipping?

    Great question! During checkout, before the payment screen you will be given a shipping estimate. We do not charge handling on our orders. Our shipping rates are passed directly from our shipping partners (USPS, UPS, FedEx, DHL). You pay exactly what we pay them to ship your order. Please remember, shipping times are in ADDITION to handling times.

  • Why don't you include packing slips in your boxes?

    In an effort to reduce paper waste, our shipping partner does not include paper packing slips in your order. Please refer to your order confirmation email to verify the contents of your order.

  • How does shipping work? How long does it take?
    Orders typically ship in 2-3 business days unless otherwise noted. HOWEVER, during Launch Days, Black Friday / Cyber Monday weekend, and other sale time orders can take 3-4 weeks to ship because we are handling a high volume of orders. 
     
    Once a package leaves our shop, we are unable to control how it is handled by the carrier. Should your order arrive damaged, please contact us immediately so that we can do our best to resolve the issue. Please verify your shipping address is correct at checkout (through our shop AND through PayPal if you choose to checkout with their services) before submitting your order. We are not responsible for orders shipped to incorrectly submitted addresses. Customers are responsible for paying any reshipping charges associated with a package if an incorrect shipping address is entered at checkout.
  • Can I make a change to my order?

    Our shipping partners are very fast and orders are processed immediately once they are received. We are unable to make any changes to order details (name, address, products, combining orders, cancellations, etc.) once an order is submitted through our shop. Please verify your shipping address at checkout before submitting your order.