Help Center

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Email: help@eloiseandlolo.com

Customer Service Hours: Monday - Friday 8am - 8pm MST

Please email us with any questions, concerns, or collabs. Our customer service team is available Monday to Friday, 8am - 8pm MST. We will respond to each and every email within 48 hours during the work week. Weekend inquiries will get responses on Monday. 

We LOVE our customers and want each of you to have the best shopping experience we can provide. Please be patient with us as we help all of our wonderful customers individually. 

We do not have the capability to accept customer service phone calls at this time.

All orders are subject to a handling period before shipment, 1-5 business days, unless otherwise stated on product page.

You will then receive notification of both processing and shipment. In many instances, we are shipping from our warehouses in either the US or Asia. If from Asia, please expect 2-5 weeks to receive your order. 

Please make sure to provide the correct shipping address. Eloiseandlolo.com can not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.

In some cases, international shipments will require import/customs taxes be paid. These will be the responsibility of the buyer under ALL CIRCUMSTANCES. Eloiseandlolo.com will not be held responsible for customs taxes.

US orders should be received within 10-25 business days, except international deliveries which vary by country. For other specialty and promotional items, please allow up to 2-8 weeks delivery time as they may be shipping from other countries.

Shipping time varies by location. These are our estimates:

Location	*Estimated Shipping Time
United States	10-20 Business days
Canada, Europe	10-30 Business days
Australia, New Zealand	10-30 Business days
Central & South America	15-30 Business days

*This doesn’t include our 2-5 day processing time.

Our primary warehouses are in America and Asia, but most of our specialty items are located in other countries such as the United Kingdom and Asia. If an item is out of stock or unavailable in one warehouse, it will be shipped from another.

For logistical reasons, items will sometimes be sent in separate packages. Please keep this in mind when receiving deliveries. If you have any other questions, please contact us.

Yes, We Ship Worldwide!

Packages from our warehouse in Asia will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.

All packages can be tracked using the "track your order" button here on eloiseandlolo.com or on usps.com or 17track.net  

There is a "Tracking" button at the top and bottom of our website. Please click this button and enter your order information. You can also track your package via usps.com

All packages can be tracked using the "track your order" button here on eloiseandlolo.com or on usps.com or 17track.net  

Tracking information can take up to 10 days to fully update in our system after shipment. Please be patient and try again later. If your information still isn't updating after 14 days,  please contact us and we will track your package for you.

Your satisfaction is our #1 priority. 

Please read this information and then fill out a return request.

If you did not receive the product within 60 days (not including 2-5 day processing), please email us with your order information. The package most likely was lost and a new package will be rushed to you. Not eligible for an immediate refund.

If you received the wrong item you can request a reshipment within 7 days of order receipt. Please check your order confirmation receipt and if the product you received is in fact different, then please email us with photo proof and your order information. Not eligible for an immediate refund.

If you received a damaged item you can request a reshipment within 7 days of order receipt. Please email us with photo proof and your order information. Not eligible for an immediate refund.

Damaged products within 1 month warranty are replaced with the same product free of charge. Warranty Requests are subject to approval, please read below.

This warranty covers only manufacturing defects and does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or transport damage (by airlines for example). Improper or incorrectly performed maintenance or repairs void this warranty.

Please contact us with photo proof and order information. Not eligible for a refund.

All other returns: fill out the return form here. Select to receive store credit or a refund on original form of payment. Return the item at your expense WITHIN EXACTLY 30 days of delivery. Returns are subject to a $9.99 restocking fee. MUST MEET FOLLOWING CRITERIA.

- MUST INCLUDE PRINTED return confirmation, return number, and/or original order number and customer name

- new, unused product (cannot return used product)

- tags attached

- with original packaging 

- no smells/perfumes/soap

- no pet hair or human hair

- no signs of use

- no marks, scuffs, damages of any kind

- all parts/accessories included in package

Any returned product that does not meet the above standards will be assessed an additional $19.99 restocking fee and product will be forfeited.

Any returned product outside of the 30 days after delivery UP TO 60 DAYS, is ONLY eligible for a store credit. MUST MEET ALL ABOVE RETURN CRITERIA or product will be forfeited and a $19.99 restocking fee assessed. All store credit expires after 180 days.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days. Return shipping costs are not refundable.

All returns are subject to processing and verification of claim. All returns are subject to rejection, including after receiving the returned product.

We are not responsible if:

• Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, providing an inadequate shipping address).
• Your return is not approved due to: 30 days elapsed, product did not meet return criteria, return confirmation was not included in return.

To return your product, you should mail your product to: 
Eloise & Lolo

ATTN: RETURNS (+ return number or order number)

2201 North Wallflower Dr.

Saratoga Springs Utah, 84045

Please include in the return box your order number, return number, and the reason for the return so that the return can be properly applied to your account.

You will be responsible for paying for your own return shipping costs for returning your order. Shipping costs are non-refundable. If you receive a refund, it will be only for the item itself, not for cost of return.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Please use a trackable shipping service and purchase shipping insurance. We can't guarantee that we will receive your returned item.

 

If your order has been paid and you need to make a change or cancel an order, you must contact us within 1 hour and during business hours 9-5 mountain time (USA) After the first hour the packaging and shipping process has started, and it can no longer be cancelled or changed. 

ALL CANCELLATIONS ARE NOW CHARGED A $3 TRANSACTION FEE. Payment processors no longer refund transaction fees for cancelled transactions; therefore, we can no longer offer free order cancellations.

Please fill out a return form HERE

Please email us with your photo proof and description for damaged or wrong items: help@eloiseandlolo.com

Suggested cleaning for a diaper backpack is wiping clean or hand washing. 

*Machine washing is not advised. Damages to/by machine washed bags is not covered under our warranty.