FAQ
Frequently Asked Questions
How long does shipping take?
At Elegance By Marislay, every order is carefully prepared, inspected, and packaged before leaving us.
Most in-stock orders are processed within 2–4 business days, excluding weekends and holidays.
We are pleased to offer complimentary standard shipping on domestic U.S. orders.
Once your order has been processed and transferred to the carrier, estimated transit times vary depending on the shipping service, destination, weather, holidays, and carrier operations.
Expedited shipping options, when available, may be offered at checkout for an additional charge.
Please note that processing time is separate from carrier transit time. Selecting an expedited shipping service does not eliminate our standard processing period unless otherwise expressly stated.
For complete information, please review our Shipping Policy.
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Do you offer international shipping?
Yes! Elegance By Marislay ships internationally.
International shipping rates are calculated at checkout based on the destination and available shipping service.
Delivery times vary depending on the destination, carrier, shipping method, and customs processing.
International customers are responsible for any applicable customs duties, import taxes, brokerage fees, or other charges imposed by their country or local authorities, except where otherwise stated or required by applicable law.
Once your order ships, you will receive tracking information by email.
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How can I contact Elegance By Marislay?
We’re happy to assist you with questions about sizing, fit, products, orders, shipping, or returns.
Customer Service Hours:
Monday–Friday, 10:00 AM–5:00 PM EST
Email:
elegancebymarislay@gmail.com
Phone:
(754) 349-8390
You may also contact us through the chat available on our website.
Emails are typically answered within 24 hours during business days. Messages received over the weekend will be answered as soon as possible beginning Monday.
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When will a sold-out item be restocked?
Some of our pieces are available in limited quantities and may not be restocked once they sell out.
When a restock is planned, availability may not be confirmed until the merchandise arrives.
If a sold-out item offers a restock notification option on its product page, simply enter your email address and we’ll notify you if the item becomes available again.
Because we regularly introduce new merchandise, we cannot guarantee that every sold-out style will return.
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What is your return policy?
We want you to feel confident shopping with Elegance By Marislay.
Eligible merchandise may be returned within 14 days of the confirmed delivery date.
For eligible returns, you may choose:
STORE CREDIT
Receive store credit for the eligible merchandise value. When using our prepaid return label, Elegance By Marislay will cover the return shipping cost for approved store-credit returns.
REFUND TO ORIGINAL PAYMENT METHOD
Receive a refund to your original payment method for the eligible merchandise value, less a $15 return shipping fee when an Elegance By Marislay prepaid return label is provided.
All merchandise must meet our return requirements and must be returned unworn, unused, unwashed, unaltered, and with all original tags and applicable security/return tags attached.
Items clearly marked FINAL SALE are not eligible for return, refund, exchange, or store credit, except where otherwise required by applicable law.
All returns must be authorized before being sent back to us.
For complete details, please review our Return & Refund Policy.
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How do I start a return?
To begin a return, please email us at:
elegancebymarislay@gmail.com
Please include your order number and the item or items you would like to return.
Returns must be authorized before merchandise is sent back to Elegance By Marislay.
Once your return is approved, we will provide the appropriate return instructions and, when applicable, a prepaid return shipping label.
Please do not independently send merchandise back before receiving return authorization and instructions from our team.
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Can Evening Wear and Formalwear be returned?
Yes. We understand that finding the perfect fit is especially important when shopping for a special occasion.
Eligible Evening Wear and Formalwear may be returned within our 14-day return window, provided that all return requirements are met and the Elegance By Marislay security/return tag remains fully attached, intact, and in its original placement.
Once the security/return tag has been removed, cut, altered, replaced, reattached, or tampered with, the item becomes FINAL SALE and is no longer eligible for return, refund, exchange, or store credit.
We strongly recommend trying on your garment carefully without removing or altering the security/return tag until you are certain you would like to keep it.
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I received a damaged, defective, or incorrect item. What should I do?
Every order is carefully inspected before shipment. However, if you receive an incorrect, damaged, or defective item, please contact us at elegancebymarislay@gmail.com within 48 hours of confirmed delivery.
Please include:
* Your order number
* A description of the issue
* Clear photographs showing the merchandise and the issue
* Photographs of the packaging when relevant
Our team will review the situation and assist you with the appropriate next steps.
Please do not send damaged, defective, or incorrect merchandise back before contacting us and receiving return instructions.
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When will I receive my refund or store credit?
Once your return is received, our team will carefully inspect the merchandise to confirm that it meets our return requirements.
Approved refunds or store credits will be processed within 7 business days following inspection.
Refunds issued to the original payment method may require additional processing time by your bank or payment provider before appearing in your account.
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Can I exchange an item for another size?
Need a different size? Please contact us at elegancebymarislay@gmail.com, and we’ll be happy to help determine the best available option.
Because our inventory can sell quickly, we cannot guarantee that another size or style will remain available while a return is in transit.
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Do you have a size chart?
Yes! Please review our Size Chart before placing your order.
Our models typically wear a size Small unless otherwise specified in the individual product description.
If a particular item runs small, large, or has other important fit information, we will note it in the product description whenever applicable.
Because fit can vary depending on the garment, fabric, design, and individual body proportions, we strongly recommend reviewing the product description and available sizing information before ordering.
Still unsure? Email us at elegancebymarislay@gmail.com and we’ll be happy to assist you with sizing. Size Chart
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Why am I being charged sales tax on my online order?
Applicable sales tax is calculated according to current tax requirements and the shipping destination.
Online retailers may be required to collect and remit sales tax in certain states or jurisdictions, even when they do not operate a physical retail location there.
Any applicable sales tax will be calculated during checkout.
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Can I pick up my order in-store?
Elegance By Marislay is an exclusively online boutique, and we do not currently operate a physical retail location for customer pickups.
All orders are shipped directly to the shipping address provided at checkout.
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Can I cancel or change my order after placing it?
We understand that sometimes you may need to make a change.
If you need to request a cancellation or modification, please contact us within 30 minutes of placing your order at elegancebymarislay@gmail.com.
We will make every reasonable effort to assist you. However, once an order has entered processing or fulfillment, we may be unable to cancel or modify it.
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How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email containing your tracking information.
Please allow the carrier reasonable time to update tracking information after your shipping confirmation is sent.
If your tracking shows that your package has been delivered but you cannot locate it, please check around the delivery location, with members of your household, neighbors, building management, concierge, mailroom, or other secure delivery areas.
You may also contact the applicable carrier and Elegance By Marislay so we can help review the available tracking information.
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Still have questions?
We’re here to help.
Shopping online should feel exciting and confident, and our team is happy to assist you with questions about sizing, fit, products, orders, shipping, or returns.
Email: elegancebymarislay@gmail.com
Phone: (754) 349-8390
Customer Service: Monday–Friday, 10:00 AM–5:00 PM EST
Thank you for choosing Elegance By Marislay. We truly appreciate your trust in our boutique and the opportunity to be part of your special moments.