Shipping Policy

Thank you for supporting eluä, where every piece is handmade with intention in Puerto Rico. Below you’ll find everything you need to know about how and when your order will ship.

 

📦 PROCESSING TIME

Please allow 2-5 business days for your order to be processed and handcrafted before it ships. During product launches, sales, or holidays, processing times may be slightly longer — we’ll always keep you updated via email.

 

Local Pick-Up (Guaynabo, Puerto Rico):

You can choose to pick up your order in person at our office located at:
EMU.ARCH Green Architecture Studio | Guaynabo, Puerto Rico

Pick-up hours are Monday, Tuesday, Wednesday, and Friday from 1:00 PM to 5:00 PM. Please note that we are closed for pick-up on Thursdays.

Once your order is ready for pick-up, we will notify you via email with instructions.

Please select "Local Pick-Up" at checkout to avoid shipping charges.

 

✨ TRACKING YOUR ORDER

Once your order ships, you’ll receive a confirmation email with your tracking number. Please allow 24–48 hours for the tracking info to update.

 

🛑 DELAYS & ISSUES

While we do our best to ship orders on time, eluä is not responsible for delays caused by carriers, weather, or customs. If your package is delayed or lost, please reach out to us at elisaumpierre@eluatheshop.com and we’ll assist you as best we can.

 

📮 INCORRECT ADDRESSES

Please double-check your shipping information before placing your order. We are not responsible for packages shipped to incorrect addresses provided by the customer. If you realize there’s an error, contact us immediately — if the order hasn’t shipped yet, we’ll do our best to fix it.

 

💔 LOST OR STOLEN PACKAGES

Once a package is marked as “Delivered,” we are not responsible for lost or stolen items. If this happens to you, please:

• Check with neighbors or your local post office,

• File a claim with USPS,

• Then contact us with your claim number so we can assist further.

 

🌿 SUSTAINABLE PACKAGING

All orders are shipped using eco-friendly materials to reduce our environmental impact — thank you for supporting small, slow-made business.