Please refer to our Seasonal Sale page to view our modified FAQ for orders placed during this time.

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.  

I PURCHASED A GIFT CARD. WHEN WILL BE IT MAILED TO ME? 

GIFT CARDS ARE PROCESSED WITHIN 3 BUSINESS DAYS, PENDING CREDIT CARD VERIFICATION.  ONCE WE ARE READY TO SEND YOUR GIFT CARD, IT WILL BE MAILED ELECTRONICALLY TO THE EMAIL ADDRESS USED TO PLACE THE ORDER. 

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.

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.  

AFTERPAY

WHAT IS AFTERPAY?

YOU AFTERPAY IS A SERVICE THAT OFFERS YOU THE ABILITY TO MAKE PURCHASES NOW AND PAY FOR THEM IN FOUR EQUAL INSTALLMENTS, DUE EVERY TWO WEEKS, WITHOUT INTEREST. YOU CAN LEARN MORE ABOUT AFTERPAY HERE

HOW DO I USE AFTERPAY? 

AT CHECKOUT, CHOOSE AFTERPAY AS YOUR PAYMENT METHOD. YOU WILL BE DIRECTED TO THE AFTERPAY WEBSITE TO REGISTER AND PROVIDE PAYMENT DETAILS USING EITHER VISA OR MASTERCARD. IF YOU'VE USED AFTERPAY BEFORE, PLEASE LOG INTO YOUR AFTERPAY ACCOUNT. 

IS MY ORDER ELIGIBLE FOR AFTERPAY? 

AFTERPAY IS ELIGIBLE FOR U.S. RESIDENTS WHO ARE OVER THE AGE OF 18 AND MEET ADDITIONAL ELIGIBILITY CRITERIA TO QUALITY. YOUR PAYMENT SCHEDULE WILL BE EMAILED TO YOU  WITH FULL DETAILS ON HOW TO MAKE PAYMENTS. THSI SERVICE CAN NOT BE USED TO PURCHASE GIFT CARDS. IF YOUR ORDER IS NOT ELIGIBLE FOR AFTERPAY, WE RECOMMEND COMPLETING YOUR PURCHASE USING ANOTHER PAYMENT METHOD AT CHECKOUT. 

CAN I USE AFTERPAY IF I LIVE OUTSIDE OF THE U.S.? 

AT THIS TIME, THE SERVICE IS ONLY ELIGIBLE TO CLIENTS WITHIN THE UNITED STATES. CLIENTS WITH INTERNATIONAL BILLING ADDRESSES, CREDIT CARDS, AND PHONE NUMBERS WILL NOT BE ABLE TO SET UP AN ACCOUNT WITH AFTERPAY.

CAN I USE ANOTHER FORM OF PAYMENT WITH AFTERPAY?

YOU CAN ALSO USE A JOHN ELLIOTT GIFT CARD ALONG WITH AFTERPAY TO PAY FOR YOUR PURCHASE AS LONG AS YOUR ORDER IS ELIGIBLE FOR THE PAYMENT SERVICE. 

CAN HOW DO I RETURN AN ITEM PURCHASED USING INSTALLMENTS BY AFTERPAY? 

IF YOU WOULD LIKE TO RETURN YOUR ITEM, YOU MUST SUBMIT A RETURN REQUEST. WITH THE EXCEPTION OF NIKE PRODUCTS AND ITEMS MARKED FINAL SALE, 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 REQUEST A RETURN.

ONCE YOUR RETURN IS RECEIVED, AFTERPAY WILL BE NOTIFIED OF YOUR RETURN AND WILL PROCESS THE APPROPRIATE REFUNDS. ANY INSTALLMENTS THAT HAVE YET TO BE PAID WILL BE MANAGED WITH AFTERPAY. YOU CAN CONTACT AFTERPAY CUSTOM SUPPORT AT INFO@AFTERPAY.COM TO REVIEW YOUR PAYMENT TERMS.

SHIPPING

WHEN WILL MY ORDER SHIP?

ORDERS SHIP WITHIN 3 BUSINESS DAYS, PENDING INVENTORY AVAILABILITY AND CREDIT CARD VERIFICATION. DURING SEASONAL SALES, ORDERS COULD SHIP WITHIN 7-10 BUSINESS DAYS INCLUDING 1-2 BUSINESS DAYS FOR EXPEDITED SHIPPING METHODS.

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

CAN I RETURN ITEMS FROM AN ORDER THAT I OPTED IN TO DONATE?

IF YOU OPTED IN TO DONATE A PERCENTAGE OF YOUR ORDER AMOUNT TO OUR FRONTLINE FUTURE FUND IN YOUR CART, YOUR ORDER WILL ONLY BE ELIGIBLE FOR AN EXCHANGE OR STORE CREDIT. IT WILL NOT BE ELIGIBLE FOR A REFUND.

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.

ITEMS PURCHASED DURING SALE PERIODS ARE FINAL SALE UNLESS OTHERWISE NOTED ON THE PRODUCT PAGE. FINAL SALE ITEMS CANNOT BE RETURNED OR EXCHANGED.

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 SUBMITTING A RETURN REQUEST AND SENDING YOUR RETURN FOLLOWING THE INSTRUCTIONS PROVIDED TO YOU.

SALE

CAN I RETURN ITEMS PURCHASED DURING SEASONAL SALE PERIODS?

ITEMS PURCHASED DURING SALE PERIODS ARE FINAL SALE. FINAL SALE ITEMS CANNOT BE RETURNED OR EXCHANGED.

CAN I RETURN FINAL SALE ITEMS?

ITEMS MARKED FINAL SALE CANNOT BE RETURNED OR EXCHANGED.

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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