Question: What currency are the prices on the website?
Answer: All prices are in USD.
Question: I just placed an order, when will it ship?
Answer: We are trying our best to ship all the items as fast as we can. Please allow 3-7 working day processing time for your order to ship out, average shipping times are 14-21 days.
Please note that due to COVID-19 we are facing delays beyond the normal shipping time of around 2-4 weeks, this highly depends on the flights availability and your country’s customs strictness. Your patience and understanding is highly appreciated at current situation. We are working hard to get your items safely to you.
Question: Tracking numbers will be updated 3-5 days after your order has been shipped.
Answer: If you don't have a tracking number after 7 business days, please email us at firstname.lastname@example.org
If you have miss spelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double check if the address given is wrong, kindly notify us via email at email@example.com. If the given address is wrong we can change the address to the correct one within 12 hours. No refund will be given after the 12 hours of incorrect submission.
Question: How long does shipping take?
Answer: Shipping times are only estimates and unfortunately, cannot be guaranteed especially during COVID-19. The average shipping time is around 2-4 weeks to the majority of the countries.
Question: When will my order ship?
Answer: Orders are usually processed within 3 to 7 business days. We urge all customers to inform us within 12 hours upon placing the order(s) if you would like to change the shipping address or cancel the order. If we did not receive any email from you, we assume your is good and we will proceed to process the order accordingly.
After processing and production, your items will normally be shipped within 3 to 7 days. Delivery time for international takes around 10 to 14 days.
If your orders have not arrived within 90 days of order processing are eligible for refund or free reshipment. Please contact us at:firstname.lastname@example.org for assistance.
Question: How much is the shipping cost?
Answer: We provide free shipping over $60 to the major countries.
If your order is less than $60. We charge $4.95 for the standard shipping.
Answer: We provide premium shipping to these countries as there is no reliable standard shipping lines.
We charge $49.95 for the premium shipping.
If your location does not fall under the shipping zones, we will contact you with the shipping rates and estimated delivery days.
Question: How do I track my order?
Answer: You can check on the status of your order at any time by going to the link that sent in the email or you can reach out to our customer support team at email@example.com to ask questions anytime.
Question: Where is my order?
Answer: As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and add firstname.lastname@example.org to your safe sender list.
Question: What if my item is damaged?
Answer: You will be eligible for a replacement if your item break within the 30 days grace period after you have received your item from our courier service based on the item on your residence.
Please send us the following details at: email@example.com
We will send you a replacement asap.
Question: What size should I order?
Answer: We’ve included a handy sizing chart next to every item in our store. We encourage you to pay close attention and even measure yourself to be double sure! Remember, sizes can fluctuate a little bit across different type of apparel and footwear - so to ensure you look as fabulous as humanly possible - take a look at the chart. Naturally, if you have any question, you can contact us and we’ll be happy to help.
Question: How do I return an item?
Answer: Please check our refunds and returns policy for details information.
Question: My order won’t go through. What should I do?
Answer: If you are still receive an error message after reviewing your credit card information, billing and shipping address, please make sure you are using the latest version of your web browser.
Question: Why isn’t my tracking link working?
Answer: If the tracking link you have been provided in your shipping confirmation email fails to pull up shipping information, please copy the tracking confirmation number from your email and enter it directly into the shipping carrier site here for detailed information on your package’s shipping status.
If you are still unable to locate the package, kindly email us firstname.lastname@example.org and provide us with the below information:
We will look into the matter as soon as possible.
Question: My package never arrived, what should I do?
Answer: If you have not received your order after 45 days. Please contact our support team email@example.com and provide us with your full name, order number and email address used to place the order.
Question: Will I have to pay for international taxes and duties?
Answer: Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Mystic Elephant cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country, please contact your local customs office for further information. Note, in rare occasions, custom agents may delay delivery of some packages.
Question: What if I received the wrong item?
Answer: If you have received an incorrect item, please contact us at firstname.lastname@example.org and provide us with:
We will make sure the issue is resolved for you!
Question: How do I use my discount code?
Answer: Enter your discount code in the “apply coupon code” section under “order summary” during the checkout process.
Hit apply and the discount amount will be reflected on the order total immediately.
Question: Can I use multiple discount codes on my order?
Answer: Only one discount code may be used per order.
Question: Will my discount code work on sale items?
Answer: No discount codes will not work on sale items. If you have sale items in your cart, they will not reflect the discount.
Only items that are not on sale will be discounted.
Question: I ordered 2+ items but only received 1. Where is my 2nd item?
Answer: We have multiple fulfillment centers and have a large assortment of products not stocked in-house. When you order multiple items at a time, they may be shipped separately. You may receive one item before the next item. Please do not panic if you don’t receive all of your items at one.. They are on the way. You can use your tracking number to track your orders.
Question: What is that smell (applicable to apparels)
Answer: When customers open their bag of garments, they will get a strong vinegar smell. Through the print process, we use a pretreatment on our garments before printing. Once the pretreatment is sprayed and the image is printed the garment then is sent through the dryer.
Once the garment passes the quality control and check. They are bagged and labeled for shipping so the smell can be strong.
Removing the smell is easy. Just wash the garment inside out in cold water with a light detergent and the smell will be removed.
If you have any other questions on care instruction of your garment, please email our support team: email@example.com
Question: What packaging will the item be delivered in: (applicable to custom-printed jewelry)
Answer: Presentation Box (our free gift for you!)
Each item is placed inside a presentation box, which secures it during shipping as well as providing a luxury feel of the item when opened.
REFUND POLICY (applicable to custom made jewelry)
As each product is custom-made, refunds are not possible under most circumstances. However, if you discover that the items are defective upon arrival, you can email to firstname.lastname@example.org, we will try our best to resolve your issue. We have found that most issues are easily resolved through remake or replacement requests, in order to give our customers the confidence to shop with us. Having said that, we will evaluate on a case-by-case basis.
RETURN POLICY (applicable to custom-made jewelry)
Each item is custom-made for every customer - and as such. We cannot accept general return for items. This includes:
If there is a verifiable defeat or quality concern, please email our support team, email@example.com , we will try our best to resolve your issue.
Custom-printed jewelry and bracelets with charm designs, necklaces and bangles with pendant designs, charms and etc.