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FAQs
Frequently Asked Questions
For assistance, email us at [email protected]. To ensure the fastest response, please avoid sending multiple emails about the same issue, as this may move your inquiry to the end of the queue. We aim to respond within 72 hours, though it may take longer during busy periods or the holiday season. Thank you for your patience!
Standard Delivery: A flat rate of $8.95 is charged on all domestic orders under $100, but FREE on all US Domestic orders of $100 or more.
Express Delivery: A flat rate of $25 is charged on all domestic orders.
International Delivery: Shipping fees are calculated at checkout based on the location.
We ship directly to most international countries. Per local laws, all import taxes, duties, and VAT will be calculated at checkout.
All domestic orders are shipped via United States Postal Service. Please allow up to 3 business days for processing, and an additional 4-7 business days for delivery (total 7-10 days from order).
International orders can take up to 10-14 business days to arrive depending on the country. If tracking indicates that your order has been delivered, we are not liable for your undelivered/stolen or lost claims. You have the option to request a required signature upon delivery of your package in the notes section in your shopping cart.
Our garments go through a very unique dyeing process to get our trademark vintage coloring. We often use vintage-washed fabrics that are designed to fade over time for a worn-in look. We recommend to:
- Wash on a cold on a gentle cycle + lay flat or hang to dry
- Wash separately the first few times to avoid color transfer
- Please avoid any bleach, OxiClean, and Tide PODS with OXI.
Discount codes cannot be combined.
If you are having trouble redeeming our Welcome offer, please make sure you are eligible for the discount as it only applies on your first order for active email subscribers only. Please double-check you qualify for the promotion.
If you encounter issues with other discount codes not working, please ensure that you are logged into your account before attempting to apply the discount at checkout. If the promo code still fails to apply, try clearing your cache or using a different device.
If you meet the requirements and the issue persists, proceed with the purchase and reach out to our customer service team for manual adjustment. We can apply eligible discounts manually to ensure you receive the benefits promised.
Yes! You can find it here.
We partner with TryNow to allow you to try our pieces for $0, and only pay for what you keep. Choose up to 8 items, make sure to choose 'try before you buy' instead of 'add to cart'. Your 7 day trial starts the day your items arrive. Try them on in the comfort of your home. Send us back what you don't love. You'll only be charged for what you keep.
Join the Elwood Country Club, our VIP rewards program, for exclusive early access to shop our biggest drops. Members will receive an early access password via email and SMS the prior night at 6PM PT. Just make sure you are opted into our email and SMS lists in order to receive the password.
The Elwood Country Club is our VIP loyalty program, created as a way to give a little back to our biggest supporters & most loyal customers. Join the club (for free) and get rewarded every time you shop. Plus receive early access to our biggest collections, exclusive giveaways, and other members-only perks. To join, just create a customer account.
STORE ADDRESS (open to the public): 305 S HEWITT ST LOS ANGELES, CA 90013
STORE HOURS:
- MONDAY CLOSED
- TUESDAY CLOSED
- WEDNESDAY 1-5 PM
- THURSDAY 1-5 PM
- FRIDAY 1-6 PM
- SATURDAY 1-6 PM
- SUNDAY 12-4 PM
Return Policy
Check out our Returns Portal and simply enter your order number (make sure to input your full order number starting with "ELWD-") and the email address or shipping address zip code associated with your purchase to initiate the return. For exchanges, follow the steps outlined on our returns page and select a new item for exchange.
We partner with Loop Returns to offer box-free, printer-free, and sustainable returns and exchanges. Start your return online, then, locate a Return Bar near you and use the QR code emailed by Happy Returns to complete your return drop-off in less than a minute.
We gladly accept returns within 30 days of purchase. Refunds are issued as store credit or to the original form of payment. Orders placed with store credit can only be refunded in store credit.
Orders placed between November 21 and December 26, 2024, will enjoy an extended 60-day return window for the holiday season.
Please note that returned merchandise must be unworn, undamaged, unwashed, and have the original tags still intact. Vintage pieces and ‘last chance’ items are final and cannot be returned or exchanged. If your item is damaged and your purchase date falls outside our standard return window, then please contact [email protected] and we’ll be happy to serve you. We will not be held responsible for any items that are lost during the return process unless a tracking number with proof of delivery is provided. Once your order is placed it cannot be modified.
U.S.-based exchanges and returns for store credit are free. Returns to the original form of payment will incur a $4.95 processing fee. We do not offer free exchanges and returns for international orders. International customers must reach out to [email protected] to initiate a return. We do not offer exchanges on international orders, only returns for refund.
If possible, please ship your return in its original packaging to protect it from damages during transit. If you no longer have the original packaging, it’s not a problem. Please ship your return in your own packaging or materials provided by your local courier. Please make sure the original tags are still intact.
Once you follow the steps through our Returns Center, you’ll receive the option to download a return shipping label or QR code, which will also be sent to your email.
Country Club: Loyalty Program
This is our “thank you” to you. Earn points on every purchase and for activities like referrals and social follows. Exchange them for rewards or discounts on future purchases. The more points you collect, the more you save.
We cannot retroactively grant points for purchases made prior to the program launch on 7/17/2024. You will earn points on any purchases made after this date!
Anyone can join — simply sign up now for free! All existing account holders are automatically enrolled.
You can earn 5 points for every dollar spent, plus additional points on a variety of activities. To see all the ways you can earn points, check the ‘Earn Points’ section on the loyalty page.
Once you’re logged into your account, go to the “Rewards” section of the loyalty page. If you have enough points, you can exchange them for rewards.
- Approved: Ready to use for rewards.
- Pending: Your points are awaiting verification. Typical for recent purchases and referrals.
- Cancelled: Not added to your account, for example when a purchase is cancelled.
The approval period for your loyalty points is 31 days. After this period, the points will be released for you to use.
Yes, your points will expire after 12 months of continuous inactivity. If you do not purchase for 12 months, your total points balance will expire. To keep your points, you just need to make another purchase and the clock will reset.
Your tier status will be evaluated every year, since your last tier movement. If you have spent enough in your previous year to stay in your tier, you will stay for another 12 months. If you have no spent enough to retain your tier level, you will drop down to the tier dictated by your previous spend.