FAQs
FAQ
HOW DO I TRACK MY ORDER?
Open the track page via the menu and insert your order Id and click “track shipment”.
You will receive a shipping confirmation as soon as your order leaves our warehouse. Please note that it can take up to 24 hours to show any sort of an update within the tracking link
WHY CAN'T I TRACK MY PACKAGE?
Until your parcel has been sorted and scanned by the carrier, there won’t be any tracking events for you to check on. This may show as a ‘label created’ status with the carrier, and the carrier may take 24-48 hours to update tracking information online.
If you received a shipping confirmation with your tracking number, this indicates that your package has been dispatched and is on its way to you.
Orders placed over the weekend or on a public holiday are shipped the following business day. International orders will make their way to customs upon departure and entry into your country, so be sure to give it some time just in case you are not seeing any movement on your package.
WHY IS MY ORDER DELAYED?
Cut off times for all orders are 2:00pm PST, Monday through Friday. If your order is placed after 2pm, it will be shipped the next business day.
If you received a shipping confirmation email, then your order has been dispatched and is currently with the carrier. Carrier delays may occur due to global supply chain delays, customs, public holidays, limited cargo capacity and increased global package volume.
If you placed an order and have not received a shipping confirmation email from us after 24 hours, please reach out to our Customer Experience team contact@eylah.com
WHY HAVEN'T I RECEIVED AN ORDER OR SHIPPING CONFIRMATION?
View and track your order by our tracking page.
Make sure you have searched your promotional, junk, and spam folders in case the email login code has landed there. You can mark us as SAFE too so that you won’t miss a beat from us in future!
Still no luck finding this one? Not to worry, reach out to us at contact@eylah.com
HOW CAN I CHANGE MY SHIPPING ADDRESS?
You must enter the correct delivery address and delivery instructions at the time of placing your order. If you enter an incorrect address, Eylah is not obliged to re-send the order to the correct address at our own expense.
MY PACKAGE WAS DELIVERED, BUT I HAVEN’T RECEIVED IT!
If no one is home at the time of delivery, your package will be left in a safe location at your shipping address. Be sure to check around the front of your home, especially behind bins/pot plants/fences and under doormats. We also recommend checking with your building management or neighbors who may have collected it for you.
If you are still unable to locate your package after 5 days, reach out to our Customer Experience team at contact@eylah.com
Please note – Missing package claim refunds are at the discretion of Eylah. We suggest filing a claim with the carrier directly. Eylah is not responsible for lost, held, or damaged packages sent to freight forwarding services. If you placed an order and your shipping address is a forwarding address, you are responsible for contacting your forwarding company to locate your shipment.
WHAT IS YOUR RETURN POLICY?
You can also visit the return & refund page here
HOW DO I KNOW WHAT SIZE TO CHOOSE?
We use a sizing tool on product pages to provide a confident recommendation based on what similar shoppers have bought and kept.
We also provide a standard size chart as a measurement guide and international size conversion for our gals to see what size suits you best. Each product also includes a detailed description about the garment plus fit/style suggestions.
CAN YOU TELL ME WHEN SOMETHING IS BEING RESTOCKED?
We’re constantly replenishing our most popular items, as well as adding New Arrivals almost every day.
We can’t provide exact estimates of when items will be back in stock, but we encourage you to sign up for a restock notification on the desired product page so that we know you’re loving the style and we’ll work on getting more in ASAP!
