Contact information
Contact Us
We are always glad to hear from you. Every message sent through this page
reaches our own customer service team - we do not outsource support. Whether
you have a question before ordering, need help with an order already on its
way, or want to arrange a return, we are happy to help.
Email us
support@elivue.com
Email is the fastest way to reach us and the channel we monitor most closely.
We reply to every email we receive - if you have written to us and not heard
back within two business days, please check your spam folder and then write to
us again, as occasional filtering does happen.
Call us
+1 (406) 530-9856
Our phone line is open Monday to Friday, 9:00 AM - 6:00 PM Eastern Time.
Outside those hours please email us instead - we monitor the inbox every
business day and will always come back to you.
Send us a message
You can also use the contact form on this page. Fill in your name, email
address and phone number, tell us what you need in the comment box, and press
Send. The form goes straight to support@elivue.com and you will receive our
reply at the email address you provide, so please double-check it before
submitting.
What to include in your message
To help us solve things in a single reply rather than three, please include as
much of the following as applies:
- Your order number (it starts with #E2S and appears in your order
confirmation email)
- The email address you used at checkout, if it differs from the one you are
writing from
- The name of the product, and the size, colour or style you ordered
- For a damaged, incorrect or missing item: a clear photo or short video
showing the problem, and a photo of the shipping label on the parcel
- For a sizing question: your usual size in a brand you already own, so we
can compare against our size chart
If you are writing about a delivery that seems delayed, please also tell us the
tracking number from your shipment confirmation email.
Before you write - you may find the answer faster here
- Where is my order? Your shipment confirmation email contains a tracking
number, which becomes active within 24 hours of dispatch. Orders are
processed within 1-3 business days before they ship.
- How long will delivery take? Delivery estimates for each region are set out
in our Shipping Policy: https://elivue.com/policies/shipping-policy
- Can I return this? Returns, exchanges, refund timescales and who pays
return shipping are all covered in our Refund & Returns Policy:
https://elivue.com/policies/refund-policy
- Can I cancel or change my order? Contact us as soon as possible. We can
usually amend or cancel an order while it is still being processed, but not
once it has been handed to the carrier.
- What size should I choose? Every product page includes a size chart. If you
are between sizes or still unsure, email us and we will give you a
recommendation for that specific item.
Response times
Our customer service team works Monday to Friday. Messages that arrive at the
weekend or after hours are picked up on the next business day - we aim to
answer every enquiry within one business day, and we will tell you honestly if
something needs longer, for example when we are waiting on a carrier
investigation.
Returns
Please do not send anything back before contacting us. All returns need to be
authorised first so that we can give you the correct return address and match
your parcel to your order when it arrives. Email support@elivue.com with your
order number to start a return, and see our Refund & Returns Policy for the
full conditions.
Wholesale, media and partnership enquiries
For bulk and wholesale orders, press enquiries, or partnership proposals,
please email support@elivue.com with "Wholesale", "Press" or "Partnership" in
the subject line and we will pass your message to the right person.
Social media
We do post on social media, but our social accounts are not monitored for
customer service. Please do not send order details, addresses or payment
information by direct message - email support@elivue.com instead so your
enquiry is tracked and your personal information stays protected.
How we handle the details you send us
The information you provide through this page is used only to answer your
enquiry and to resolve any issue with your order. We explain how we store and
protect it, how long we keep it, and what rights you have over it in our
Privacy Policy: https://elivue.com/policies/privacy-policy
Company details
Elivue
30 N Gould St, Ste R
Sheridan, WY 82801, United States
Email: support@elivue.com
Phone: +1 (406) 530-9856
Customer service hours: Monday - Friday, 9:00 AM - 6:00 PM Eastern Time
Please note: contact support@elivue.com before sending anything back, so we
can issue a return authorisation and confirm the correct address for your
parcel.