How can I reach out to customer service?
To make sure your inquiry doesn't get missed It's best to send us an email to firstname.lastname@example.org You can also try us at the "message us" at the bottom right corner of your screen! We answer inquiries Monday - Friday @7:00am - 5:00pm and Saturdays 10:00am - 4:00pm PST.
Can I visit your location?
As our business is based at home from a rural address, we aren't open to the public. We invite you to stay updated with trunk shows, pop-ups and markets through our newsletter!
What kind of packaging do you use? Are you plastic free?
We use minimal packaging. All our garments come with a hang tag fastened with natural string and a regular safety pin -no plastic punch pieces. If you're shopping from us at events we provide a bag and tissue paper made from post-consumer waste if you'd like. If you're shopping from us online we pack your order in tissue paper made from post-consumer waste and a compostable mailer.
Where is your clothing made?
How can I stay updated with new clothing you make?
We post regularly on Instagram, Facebook and Twitter, however the best spot to be informed on what we’re making is our newsletter! Sign up at the bottom of this page. Promise you’ll get a lot more value than just the latest releases.
How can I extend the life of my Earth and Elle garments?
For undergarments, you can safely wash and dry as per your usual routine. We do recommend using natural and organic soaps and washing/hanging dry when possible. These small practices can extend the life of your Earth and Elle garments and are gentler on you, all of your clothes, and the environment. Garments with specific wash instructions will come with an instruction card upon purchase if not mentioned on the sewn in labels.
Sizing and Shopping Questions:
Are your sizes true to size?
Our sizes are true to size. It's always best to check out our size chart, or the size details listed on the specific product page you're looking at before making a purchase just to be sure. Feel free to reach out with any sizing questions on our contact page.
What is a pre-order/pre-sale?
A pre-order means that you're ordering an item before it's physically available. It means that you understand it will be shipped later on, but it also means you get first pick on our production.
Is there somewhere I can try on your garments?
Have a look at our stockists to see if a store near you carries Earth and Elle. We also invite you to stay updated with trunk shows, pop-ups and markets through our newsletter!
Will you restock the thing I want?
We always restock the bra and underwear collection in our most popular colours and styles. Handmade items take longer to restock but there are a couple style blocks we will always continue to use.
Why do your garments seem pricey?
Along with our customers, Earth and Elle puts materials and sewing producers at the forefront of our business. We pay top dollar for certified organic fabrics and local Canadian labour. There is a lot of handiwork that goes into all our garments but especially our handmade pieces, from pattern drafting, grading, cutting, sewing and dyeing that's all done by hand by Rachelle. Rest assured you're paying a fair price for the love and effort that's gone into your new garment, whether it's been locally manufactured or handmade.
How often do you host sales?
Due to the nature of being an honest-to-goodness, independently owned business while supporting fair living wages throughout the supply chain, it is not cheap for us, making it tough to offer discounts during conventional sales cycles like black Friday, cyber Monday, boxing day and seasonal blowouts. Due to this we avoid following pop-culture trends and design our goods to be transitional throughout the seasons and timeless throughout your life. We recognize ethical clothing can feel expensive and supporting us might mean waiting for sales. We recognize this and do try and do a sale every so often to make sure our clothing is accessible. It just might not be in a conventional way or when expected. To stay up to date on deals, the best place to be is in our newsletter.
Can I sell/trade/buy an Earth and Elle garment to/from someone else?
Absolutely, in fact we encourage it. Once a garment is yours and perhaps is no longer working for you, you're free pass it on as you please. We appreciate that you want to lengthen the cycle of love for your garment by selling/trading it and that ethical clothing can be easier accessible when traded and bought secondhand. On the other hand, if you ever see a carbon copy of one of our designs sold on the platform of a mass producer, please do notify us.
Ordering and Return/Exchange Questions:
Does the same exchange/return policies apply to pre-sale/pre-order items?
Yes. If an item you purchased on pre-order doesn't satisfy for any reason, the same refund policy as always applies.
Can I return or exchange my order?
We can issue a full refund for the sum of goods and taxes (not shipping) on any full price items that have not been washed or worn within 15 days of receiving the order. If you'd like to exchange a size or style we'll cover the cost of shipping the new item and you'll cover the cost of shipping the old item. See our refund policy if you need more info.
Can I try on panties and return/exchange if needed?
We understand you need to know how they fit. When you receive your panties, we ask that you try them on over your own just as you would in a store. Visibly worn panties cannot be returned due to hygienic reasons. If you try and return panties with any signs of wear then we have to dispose of them and cannot issue a refund. That said, we can issue a full refund for the sum of goods and taxes (not shipping) on any full price items that have not been washed or worn within 15 days of receiving your order. Refer to our refund policy if you need more info. Please don't hesitate to contact us with any questions.
Can I try on clothing and return/exchange if needed?
We understand you need to know things it fit. When you receive your clothing, we ask that you consider not wearing any makeup, deodorant or perfume so that incase of return/exchange, we can resell the garment. If we cannot resell it we may only be able to issue a partial refund. Refer to our refund policy if you need more info. Please don't hesitate to contact us with any questions.
When do you ship my order?
We send your orders through Monday to Friday. We do not have a distribution house - we personally pack and mail your order. We will always do our best to ship within two business days of approved purchase. For pre-orders, the shipping time frame will always be noted on the product page.
How long does it take for my order to arrive?
Shipping can take up to five days on domestic orders based on the ship date, not the order date, based on the shipping option you chose at checkout. We ship internationally via Canada Post. We cannot guarantee shipping times on international orders due to potential customs delays.
Can you ship to my PO box?
We can ship domestic orders to your PO box! Please make sure to fill out the address form as detailed as possible at checkout to make sure your order arrives at the correct box.
What countries do you ship to?
We can ship to most international locations! If your country is listed on Canada Post's international shipping chart, then we can ship to you. Please note that due to customs we can't determine how long it will take for your international order to arrive, due to customs transfers. Typically parcels going to the US arrive in a timely manner.
What about customs fees?
Please note that Earth and Elle is not liable for any fees when transiting through or arriving at US and other countries' customs, nor any customs fees applied upon goods' arrival to your home country. Potential customs fees are not included in your total at checkout. Only the total for goods, taxes and shipping are applied at checkout as we can't determine potential customs fees.
My package got lost :(
Bananas! Please reach out to us via email at our contact form, including your name and "lost package" in the subject line. We'll do what we can to help you retrieve your package. If you've tracked your package and it is marked as delivered, please reach out to Canada Post for assistance. Please note that Earth and Elle is not liable for any packages lost or stolen upon delivery.