Customer Care
In-Store Pickup
Currently, Ellie Mae offers in store pickup at our home office, located at 263 Adelaide Street West, Toronto, ON M5H 1Y2 from Monday to Friday, 9am - 5pm.
Starting on May 25, 2021 Ellie Mae will introduce in-store pickup at our upcoming Flagship Shop, located at 1096 Yonge Street, Toronto, ON M4W 2L6. Pickup will be available by appointment 7 days a week. Once you’ve placed your order, someone from our team will be in touch to schedule your pickup time.
Currency
Currently, elliemaestudios.com will only show pricing in CAD, this includes orders from the United States and around the world. We are able to ship internationally but international orders are subject to shipping fees.
Sales tax
Orders shipped outside of Canada are not subject to any sales tax. Orders shipped to:
- Quebec are subject to 5% GST and 9.5% PST on the purchase amount, or a total sales tax of 14.975%.
- British Columbia are subject to 5% GST.
- Ontario, Newfoundland and Labrador, and New Brunswick, are subject to 13% HST.
- Nova Scotia are subject to 15% HST.
- Any other Canadian provinces or territories are subject to 5% GST.
International duties and taxes
International duties and taxes are determined by the shipping address entered at checkout. If taxes and duties are included in the price of your order this will be mentioned at checkout.
Alternatively, your order may not include taxes and duties. This means your parcel may incur customs duties and taxes by your local customs office. Please consult your local customs agency for more information. If applicable, you will be required to pay such fees upon receiving your order.
Checkout
You can add and remove products from your shopping bag before you checkout.
Upon checkout, you will be asked to sign into your Ellie Mae account. On the checkout page you can enter a new address, or select an address you have previously used.
Please note that the price and currency charged is determined by the shipping address entered at checkout.
U.S orders will be charged in CAD. Canadian orders will be charged in CAD.
Shopping at elliemaestudios.com is safe. Personal information provided on elliemaestudios.com is transmitted through a secure server using Secure Socket Layering (SSL) encryption technology. For more information, please consult the Privacy Policy section.
Payment
We currently accept payment by Apple Pay, Visa Debit, American Express, Visa, MasterCard and PayPal.
Upon receiving your order, we carry out a standard pre-authorization on your payment method to ensure there are sufficient funds to fulfill the transaction. We will only charge the pre-authorization when the order is packed and ready for shipment. If the billing information is incorrect or incomplete, we may contact you for confirmation before your order is shipped.
Order confirmation
You will receive an order confirmation email a few minutes after you place your order. Please check your junk or spam folders if it does not appear in your inbox.
Please review the order confirmation and contact us here if you see any errors. You can also review the details of your order from your Ellie Mae account, under Order History.
Order status
Please note that we ask for a standard processing time of up to two business days (not including weekends or holidays) from the time your order is placed. If you have any questions about the status of your order at any time, please email us at info@elliemaestudios.com and reference your order number in the subject line.
You will receive a tracking number by email once your order has been shipped.
Order changes and cancellations
You can request an order change or cancellation by calling customer care directly at 1-416-998-4050 and speaking with a member of our customer care team.
Sizing
Sizes are listed on our website according to a North American sizing system. Simply click on the size menu to view all available sizes.
We understand that picking a size can be difficult sometimes, which is why we offer the following information to help you make a decision.
Size conversion chart
You can find our size conversion chart by clicking on the 'Size Guide’ link on the product page. This chart is the most accurate information we can provide you with regarding a product’s size as they will be its exact measurements.
If you are still unsure about an product’s size, please contact our Customer Care team here so that we can assist you further. If detailed measurements are not already available online, we can email you the information within one business day.
Price Adjustments
Ellie Mae does not honour price adjustments on our products. If an item is to go on sale, you may return your original purchase if the product is unworn, in the original packaging and within our return policy timeframe and repurchase the item at the new price if your size is available.
Seasonal sales, new arrivals, and promotions
Signing up for our newsletter is the best way to receive updates about new arrivals, upcoming sales and promotions. You can subscribe when creating an account, or by entering your email address in the 'Newsletter Signup' section at the bottom of any page on elliemaestudios.com.
The 15% off discount applies to all first time customers shopping at Ellie Mae. In order to redeem this discount you must enter the code emailed to you when you up. The discount does not apply to Vintage, Archive Sale or any product with a charitable component.
*Vintage items are distressed, worn and may come with holes. All Vintage is sold AS IS and considered final sale. If there is a fit issue, our customer service team is happy to speak with you about options. If you have a question about your Vintage purchase, please contact info@elliemaestudios.com and a member of our customer support team will gladly assist you.
30% Off sale promotion is valid only on www.elliemaestudios.com from May 18, 2021 at 12:01am EST until May 20, 2021 at 11:59pm EST. All sales are considered final sale. Only an exchange for size will be accommodated. Discount is automatically applied at checkout.