Below are some of are common questions about orders
Each preorder will have its own ETA. Typical production is about 6 weeks, and we like to add a pad for shipping or unexpected delays. Please reference the product listing or preorder. Additionally you can view the Preorder Status + Updates page with more information.
As we are a very small business, we are unable to always stock inventory on our new designs. Understanding demand for each style is not the same across the board, we offer Preorders as a way for you to get what you want without having to "beat the rush" during a limited drop.
Once your order is placed we cannot modify or cancel your preorder. All pre-orders are Final Sale and cannot be cancelled or returned. However we will offer a one-time exchange for a gift card should there be an issue with your items.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Because we are a small business, we currently only offer exchanges on our regular-priced apparel items only within 5 calendar days of delivery as marked by the courier. We do not offer any returns. Accessories and Sale items are 'Final Sale' and cannot be exchanged or returned.
All apparel must be unworn, unwashed and in original packaging with tags attached where applicable. If any of these requirements are not met, we will be unable to process the exchange and the items will be sent to you at your cost. Exchanges are for equal product only, pending availability. Exchange shipping is the buyers responsibility both ways.
To initiate an exchange, please email us at firstname.lastname@example.org with your original order number. We will send you instructions to mail back your item(s). Once they are received and exchange eligibility is verified, we will process the exchange within 72 hours. If the item which you are exchanging is unavailable we will offer an alternate solution that is suitable to both parties.
Ready to ship items usually ship within 7-10 Business Days, unless otherwise noted in our website header or on the product page. We always aim to ship much sooner than the quoted time however as we are a very small business there may be times where we simply cannot work any faster.
Order processing always starts the following business day after placing an order. Orders are not processed or shipped from Friday, 12 PM EST through Sunday, or Holidays. Our Turn Around Time (TAT) does not include the actual shipping timeframe which is the method you select at checkout. During high volume periods such as a Sale or new product release, order processing may be extended by an additional week. Upgraded shipping will not expedite order processing time. Please keep this in mind when placing an order.
We only ship to the address provided by the customer at check out and are not responsible for incorrect or change of address, or packages lost, delayed or damaged in the mail system. Eliza Cate and Co will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package.
Once the shipping carrier has the package we have no control on delivery timeframe/details. We cannot be held liable for any delays after we have shipped the package as it is entirely out of our hands. After an order has been marked "delivered" any issues or concerns with your delivery must go through your local Post Office. We'll always be here to help, but we are unable to "find packages" if they are missing or delivered incorrectly. Please contact USPS or UPS for assistance.
Please refer to the Turnaround Time "TAT" listed on the product page, or at the top of our website. Each collection may have a different TAT due to production. Preorders are typically about 8 weeks (+/-) where Ready to Ship items are about 5-10 Days.
We currently ship to Canada, Mexico, the United Kingdom and the European Union.
In addition to the standard Shipping Policy, Eliza Cate and Co is not responsible for any customs and taxes or duties applied to your order. All fees imposed during or after shipping are the customer's responsibility (including tariffs, taxes and other costs).
Below are some common questions about our products
In most cases we will not restock any items. Because of the frequency of our releases, we're usually always moving forward and not backwards with new items. In the even that we decide to re-release a popular style, we will share this information with our Insiders Community first.
During our preorders we try to offer a wider-range of styles, from 0-6M up to 12Y. Our Ready to Ship products are mostly stocked in 12-18M to 8Y.
Eliza Cate and Co is a registered Trademark Brand and all of our designs are of our own creation. You may see other retailers carrying our brand as we do offer wholesale on select styles to select vetted retailers.
WEAR WITH LOVE. WASH WITH CARE.
Unless otherwise noted, we recommend washing all Eliza Cate pieces on a gentle or hand-wash setting in cold water with gentle laundry soap. Powder or liquid detergent is always recommended over wash pods.
Always wash with similar or lighter colors - avoid washing any ECC items with darker colors as this may cause colors to dull. Avoid washing pieces with other items that may catch - this includes items with velcro or zippers.
If possible wash your items with ties, lace or tulle inside a garment bag or pillow sack to prevent any damage. It is important not let an item sit in the wash basin for too long as this may cause color bleeds or detergent build-up.
Always lay your Eliza Cate pieces flat to dry. If you are unable to lay flat and need to hang an item to dry, we recommend hanging as you would normally as opposed to folding it over a hanger or bar. Folding a wet item may cause creases or lines in the garment once it's dried.