ORDERING

WHAT IF I NEED TO MODIFY MY ORDER?

WE STRIVE TO PROCESS ORDERS AS QUICKLY AS POSSIBLE. AS A RESULT, ONCE AN ORDER HAS BEEN PLACED, IT CANNOT BE MODIFIED OR CANCELED. 

IF YOU WOULD LIKE TO MODIFY YOUR ORDER, PLEASE PLACE A NEW ORDER FOR THE DESIRED SIZE AND INITIATE A RETURN REQUEST TO SEND BACK YOUR ORIGINAL ORDER.

WHEN I PLACE AN ITEM IN THE SHOPPING CART, AM I GUARANTEED TO RECEIVE THE MERCHANDISE?

PLACING ITEMS INTO YOUR SHOPPING CART DOES NOT GUARANTEE THE ITEMS WILL REMAIN IN STOCK. ONCE AN ITEM HAS BEEN PURCHASED, WE WILL SEND YOU AN ORDER CONFIRMATION EMAIL. IF WE ARE UNABLE TO COMPLETE YOUR ORDER FOR ANY REASON, WE WILL NOTIFY YOU VIA EMAIL AS SOON AS POSSIBLE.

AN ITEM I WANT IS SOLD OUT. WHEN WILL IT BECOME AVAILABLE AGAIN?

IF AN ITEM IS LISTED AS SOLD OUT, IT IS UNAVAILABLE FOR PURCHASE. YOU CAN CLICK THE ‘GET NOTIFIED?’ LINK ON THE PRODUCT PAGE SIZE DROPDOWN AND SIGN UP TO RECEIVE RESTOCK NOTIFICATIONS. YOU CAN ALSO REACH OUT TO ANY OF OUR STOCKISTS WHO MAY HAVE ADDITIONAL INVENTORY.

I RECEIVED A DAMAGED PRODUCT. WHAT SHOULD I DO?

PLEASE EMAIL US AT Support@JohnElliott.co. AS SOON AS YOU RECEIVE YOUR ORDER.

HOW DO I FIND OUT WHEN NEW STYLES ARE RELEASING AND WHEN?

YOU CAN STAY UPDATED WITH OUR LATEST RELEASES  BY SIGNING UP FOR OUR NEWSLETTER OR BY FOLLOWING US ON SOCIAL MEDIA.

HOW DO I APPLY MY DISCOUNT CODE TO MY PURCHASE? 

YOU CAN ENTER YOUR DISCOUNT CODE AT CHECKOUT. SOME COLLABORATIONS, NEW RELEASES, AND LIMITED EDITION GARMENTS (E.G. NIKE, BLACKMEANS, SUICOKE) ARE EXCLUDED FROM DISCOUNTS.  

HOW CAN I CHECK THE BALANCE ON MY GIFT CARD?

IF YOU WOULD LIKE TO CHECK THE BALANCE ON YOUR GIFT CARD, EMAIL US AT Support@JohnElliott.co.

SHIPPING

WHEN WILL MY ORDER SHIP?

ORDERS SHIP WITHIN 3 BUSINESS DAYS, PENDING AVAILABILITY AND CREDIT CARD VERIFICATION. DURING SEASONAL SALES, ORDERS SHIP WITHIN 5 BUSINESS DAYS.

YOU WILL RECEIVE AN EMAIL NOTIFICATION WITH TRACKING INFORMATION ONCE YOUR ORDER SHIPS. IF YOU DO NOT RECEIVE A SHIPPING CONFIRMATION EMAIL WITHIN 3 BUSINESS DAYS, PLEASE CONTACT SUPPORT@JOHNELLIOTT.CO

PLEASE NOTE, WE DO NOT SHIP ON WEEKENDS OR HOLIDAYS. FOR MORE INFORMATION ON OUR SHIPPING POLICY, PLEASE VISIT OUR SHIPPING PAGE. 

WILL I HAVE TO PAY SALES TAX?

ALL ORDERS SHIPPED TO CALIFORNIA ADDRESSES ARE SUBJECT TO STATE SALES TAX AND MAY BE SUBJECT TO LOCAL TAXES. ORDERS TO ALL OTHER US STATES WILL NOT BE SUBJECT TO ANY SALES TAX.

WHERE DOES MY ORDER SHIP FROM?

ALL ORDERS ARE SHIPPED FROM OUR FACILITY IN LOS ANGELES, CALIFORNIA.

I AM PLACING AN INTERNATIONAL ORDER. DOES THE SHIPPING COST INCLUDE THE CUSTOMS, DUTIES AND/OR TAXES?

CUSTOMS, DUTIES AND TAXES ARE NOT INCLUDED IN THE ITEM PRICE OR SHIPPING COST. WE SHIP ALL INTERNATIONAL ORDERS DELIVERY DUTIES UNPAID (DDU), WHICH MEANS ANY FEES ARE CHARGED ONCE THE PARCEL REACHES ITS DESTINATION AND MUST BE PAID BY THE RECIPIENT. UNFORTUNATELY THESE FEES ARE BEYOND OUR CONTROL, AND WE ARE UNABLE TO COVER THEM FOR OUR CUSTOMERS.

MY TRACKING INFORMATION STATES THAT MY ORDER WAS ALREADY DELIVERED BUT I HAVE NOT RECEIVED IT. WHAT DOES THIS MEAN?

PLEASE EMAIL Support@JohnElliott.co. WE’LL DO OUR BEST TO RESOLVE THE ISSUE AS QUICKLY AS POSSIBLE. 

RETURNS/EXCHANGES

HOW DO I RETURN AN ITEM FROM MY ORDER?

PLEASE VISIT OUR RETURNS + EXCHANGES PAGE TO SUBMIT A RETURN REQUEST. 

WITH THE EXCEPTION OF NIKE PRODUCTS, WE ACCEPT ITEMS IN NEW CONDITION WITH THE ORIGINAL TAGS ATTACHED FOR A REFUND, STORE CREDIT OR EXCHANGE. YOU HAVE 14 DAYS FROM THE DATE YOU RECEIVE YOUR ORDER TO SUBMIT A RETURN REQUEST.

NIKE PRODUCTS ARE NOT ELIGIBLE FOR RETURN. EXCHANGES AND STORE CREDIT ONLY.

CAN I RETURN OR EXCHANGE AN ITEM I PURCHASED AT ANOTHER RETAILER?

WE CANNOT ACCEPT ITEMS PURCHASED AT OTHER RETAILERS, AS THESE ITEMS ARE SUBJECT TO THE RETAILERS’ OWN RETURN AND EXCHANGE POLICIES. WE RECOMMEND REACHING OUT TO YOUR RETAILER DIRECTLY TO DISCUSS RETURNING OR EXCHANGING YOUR ITEM.

I AM IN THE LOS ANGELES AREA. CAN I RETURN MY ONLINE ORDER AT THE MELROSE RETAIL STORE?

WE DO NOT ACCOMMODATE ONLINE RETURNS AT OUR RETAIL STORE IN LOS ANGELES. WE RECOMMEND SENDING YOUR RETURN USING THE RETURN LABEL PROVIDED TO YOU.

SALE

CAN I RETURN ITEMS PURCHASED DURING SEASONAL SALE PERIODS?

ITEMS PURCHASED DURING SEASONAL SALE PERIODS ARE ELIGIBLE FOR STORE CREDIT ONLY. STORE CREDIT WILL BE ISSUED VIA A GIFT CARD.

CAN I RETURN FINAL SALE ITEMS?

ITEMS MARKED FINAL SALE CANNOT BE RETURNED OR EXCHANGED.

AN ITEM I PURCHASED IS NOW ON SALE. CAN YOU ADJUST THE PRICE?

DURING PROMOTIONAL SALE PERIODS, WE PRICE MATCH OTHER ONLINE RETAILERS UNDER THE FOLLOWING CONDITIONS:

  • THE ITEM WAS PURCHASED WITHIN 7 DAYS OF THE MARKDOWN PERIOD.
  • THE ITEM IS LISTED IN U.S. CURRENCY (USD).
  • THE SIZE AND COLOR ARE STILL AVAILABLE (IN-STOCK) AT THE TIME OF THE PRICE ADJUSTMENT REQUEST.

PLEASE NOTE THAT ONCE A PRICE ADJUSTMENT HAS BEEN ISSUED, THE ITEM WILL BE ELIGIBLE FOR STORE CREDIT ONLY IN THE EVENT OF A RETURN REQUEST.

FIT AND SIZING

HOW DO I KNOW WHAT SIZE WILL FIT ME BEST?

EVERY ITEM HAS A CORRESPONDING SIZE GUIDE WHERE YOU CAN VIEW SPECIFIC MEASUREMENTS. WE ALSO INCLUDE ANY NOTABLE CALL-OUTS IN THE ‘DETAILS’ SECTION OF THE PRODUCT PAGES. IF YOU HAVE ANY OTHER QUESTIONS, PLEASE EMAIL Support@JohnElliott.co AND WE WILL HELP YOU FIND YOUR CORRECT SIZE.

GARMENT CARE

HOW DO I CARE FOR THE ITEMS THAT I PURCHASED?

EACH STYLE HAS SPECIAL CARE INSTRUCTIONS ATTACHED TO THE GARMENT AND ON THE PRODUCT DETAIL SECTION OF OUR WEBSITE. PLEASE FOLLOW THESE INSTRUCTIONS CAREFULLY. IF YOU HAVE ANY QUESTIONS REGARDING GARMENT CARE, PLEASE REACH OUT TO US AT Support@JohnElliott.co. 

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