Shipping policy

We ship within the continental U.S..  Orders are processed and shipped on business days: Monday–Friday (excluding weekends and major holidays). All domestic orders within the continental U.S. over $50 qualify for free standard shipping. The qualifying order total is calculated after all promotional discounts are taken and before any taxes.

If you order has already been shipped, we are unable to cancel or change the shipping address.

Canada Customers: We have temporarily stopped shipments to Canada. We apologize for the inconvenience.

Merchandise may only be returned with the prior authorization of the elemensefragrance.com customer service department. The purchaser is responsible for shipping expenses and risk, i.e. proper repackaging of merchandise. Returns must be reported to the customer service department within a week of receipt of merchandise. Furthermore, the purchaser will be subject to a 20% restocking fee if merchandise is not returned in the original condition. All damages, defects, or non-compliance of good must be reported within 3 business day of receipt of merchandise. If you received a defective or damaged item, please let us know immediately by filling out this form. 

To start a return, you can contact us at support@elemensefragrance.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at support@elemensefragrance.com.

Damages and issues If you received a defective or damaged item, please let us know immediately by filling out this Shipping Damage Form.

As soon as we receive your request, we will start working on resolving your issue. We will contact you if we need additional information about your order. 

Returns and credits may take longer due to researching the best resolution for your order. Be assured, we will be in touch as soon as we finish our investigation. Replacements are normally sent asap and credits may take until we receive your order and inspect for damages. 

Phone
+1 (310) 320-8881
Monday – Friday: 9am – 5pm (PCT)


Address
elemense (Nippon Kodo, Inc.)
2771 Plaza Del Amo, Ste. 805
Torrance, CA 90503