Shipping Policy

Last updated: August 11, 2026

At Élane Montréal, every order is prepared with care. This Shipping Policy explains our processing times, estimated delivery times, shipping fees, tracking, delays, and optional Shipping Insurance.

Order Processing

Please allow 1–3 business days for us to process and prepare your order before it is dispatched.

Orders placed on weekends or public holidays will begin processing on the next business day. Processing time is separate from the estimated delivery time shown below.

Estimated Delivery Time

After your order has been dispatched, standard delivery generally takes 5–15 business days, depending on your location and the carrier.

Delivery times are estimates and are not guaranteed. Weekends, public holidays, peak shopping periods, customs processing, severe weather, carrier disruptions, and other circumstances outside our reasonable control may affect delivery.

Shipping Fees

Élane Montréal offers free standard shipping on all orders, with no minimum purchase required.

Some orders may be fulfilled by international partners and may pass through customs. Any duties, import taxes, or customs charges that may apply are separate from our free-shipping offer and are the customer’s responsibility unless otherwise stated at checkout. Where required by law, applicable charges or the possibility of such charges will be disclosed before the order is completed.

Placing an Order

To place an order:

Select the item and any available size, colour, or other options.
Add the item to your cart and proceed to checkout.
Review your contact and shipping information carefully.
Select your preferred available payment method and complete the secure checkout process.
After your order is successfully placed, you will receive an order confirmation by email.

Please check your confirmation email and contact us as soon as possible if any information is incorrect. We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.

Tracking Your Order

Once your order has been dispatched, we will send a shipping confirmation email containing the available tracking information.

Tracking updates may take several business days to appear after dispatch. In some cases, an order may be delivered in more than one package, and each package may have separate tracking information.

Delays and Delivery Issues

If your tracking has not updated for an extended period or your order has not arrived within the estimated delivery window, please contact us at info@elanemontreal.com with your order number.

We will review the shipment information and, where appropriate, contact the carrier or fulfilment partner. If an order is confirmed as lost, we will provide a suitable resolution in accordance with this policy and applicable consumer law.

Customers may have additional cancellation or refund rights when an online order is not delivered within the period required by applicable law. Nothing in this Shipping Policy limits those rights.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order is delayed, returned, or cannot be delivered because the address provided was incorrect or incomplete, additional shipping or handling charges may apply before the order can be resent. Any refund for a returned parcel will be handled in accordance with our Return & Refund Policy and applicable law.

Optional Shipping Insurance

Élane Montréal offers optional Shipping Insurance at checkout for additional peace of mind and a faster replacement process for qualifying claims.

Shipping Insurance may cover:

A package that is confirmed lost in transit.
Items that arrive damaged because the package was damaged or opened during transit.

If a qualifying claim is approved, we will send a replacement at no additional charge, subject to product availability. If a replacement is unavailable, we will offer another appropriate resolution.

Purchasing Shipping Insurance is optional. Choosing not to purchase it does not remove or limit any rights you may have under applicable consumer protection law, including rights relating to goods that are not delivered or arrive damaged.

How to Submit a Shipping Insurance Claim

To submit a claim:

Contact info@elanemontreal.com within 7 days after delivery for a damaged package, or within 7 days after the latest estimated delivery date for a package that has not arrived.
Include your full name, order number, and a brief explanation of the issue.
For damaged packages, provide clear photographs or a short video showing the packaging and affected items.
For missing packages, provide the relevant tracking information and any available carrier correspondence.

We may ask for additional information and may need to complete a carrier investigation before approving a claim.

Shipping Insurance Exclusions

Shipping Insurance does not cover:

Delays that do not result in a confirmed loss.
Delivery problems caused by an incorrect or incomplete address supplied by the customer.
Damage that occurs after delivery or results from misuse, improper handling, or normal wear.
Claims submitted without reasonably requested supporting information.
Events or circumstances excluded by the insurance provider, where those exclusions were disclosed at checkout.

These exclusions apply only to the optional Shipping Insurance service and do not override rights available under applicable law.

Contact Us

If you have questions about shipping, tracking, or delivery, please contact our Customer Care team at info@elanemontreal.com. Please include your order number so we can assist you efficiently.