Customer Service


First, thank you for shopping at! You’re a doll. You’ll get a confirmation via email right after you place your order. (Don’t see it? Check your junk folder and remember to add to your address book.) 

If you must cancel your order, simply reply to your confirmation email with the word CANCEL in the subject line—but do so quickly.  Once your order has shipped, the cancellation window has closed.

If you run into problems with the website or prefer to place an order by phone, call 626-397-4770 during store hours.  

Note: Online store credit or promotions cannot be used when placing an order over the phone. Think of Elisa B. and as parallel universes.


 Elisa B. accepts the following forms of payment:

  • Visa 
  • Mastercard
  • American Express 
  • Discover 


Sales Tax is applied to all orders shipped to a California address. 


We offer free domestic shipping on all orders. All orders are shipped via UPS Ground. 2-day air and Next day air also available. 

To use 2-Day or Next Day air, you must complete your order by 12 noon PST on regular business days. Orders placed after 12pm PST, on a weekend, or a holiday will be processed on the next business day.  

All other orders are processed within 48 hours, not including weekends or holidays. These orders will be processed on the next business day. 

We do not offer Saturday delivery. Orders over $500 require a signature.

We do not Accept APO/FPO or PO Box addresses for delivery. At this time we do not offer international shipping.   


When your order has shipped, we’ll email you your tracking number. Elisa B. is not responsible for shipping delays due to weather or shipping clerical errors. Generally, UPS Ground arrives in 3 to 5 business days. If your order is time sensitive, please select 2-day or Next Day Air service.  


Need to return merchandise? It happens! However, sale items are never returnable. 

For regular-price merchandise returns, here’s the process:

  • Email right away with your order number and let us know if you want an exchange or store credit. (Read more about these options below.)  We’ll email you a return authorization code and return shipping label. (Please remember to include the return authorization code on the outside of the box. Your package will be turned away without one.)
  • Make sure your item is in its original unworn condition with all tags attached. Shoes must be in the original, undamaged box(es).
  • Package your item securely and ship it within 7 days of the original delivery date.

Elisa B.
16 E Holly Street
Pasadena, CA 91103


You can exchange any regular-price item. (All sale items are final sale.) However, Elisa B. carries a finite number of sizes for each item. Email us within 24 hours of receiving your order, so we can pull a different size for you. Once we receive your return (with the return authorization code), we will process the exchange and ship your new item(s).


Once your return is approved and received by us, we’ll add store credit to your Elisa B. online account within 3 to 5 business days. We’ll send you an email to let you know!

Currently, Elisa B. online store credit cannot be used towards purchases in-store.