If you lost your pin or would like extras, please order either a new screw or a new shackle with the screw here. Please make sure the correct shackle size and screw size are selected by viewing the product description. There it will let you know the exact styles that are compatible with the size of the shackle and screw selected.

We work with USPS and UPS only. You’ll be asked to select a delivery courier during checkout.

Yes, we ship to 180 countries at this time via USPS Fist Class International (7-21 business days, is subject to customs delays), USPS Priority (7-15 business days, is subject to delays), UPS Worldwide Saver (~5-7 business days, is subject to delays), UPS Worldwide Expedited (~5 business days, is subject to delays). Please input your full name, first and last name and complete shipping address in English/Roman letters as not doing so may result in the package being returned back to us where a refund will not be applicable.

All international shipments are Delivered Duties Unpaid (DDU) Meaning the receiver/customer will be contacted by customs once their shipment arrives and will have to settle any charges in order for customs to release the shipment and have the package delivered. This includes any VAT/transportation and handling fees.

Shipping costs are calculated based on the delivery address and weight of a package. Electronic signatures will be required for UPS deliveries and are subject to additional costs such as customs/transportation fees that are based on local legislation. Elegatto is not responsible and does not enforce these fees, and therefore we are unable to alter or waive fees upon delivery. Failure to pay these fees may result in the package being rerouted back to us where a refund is unavailable. 

Any expedited delivery, including UPS and USPS Priority placed after 11 am PST, will ship out the following business day and is subject to delays. We kindly encourage you to reach out to the courier of choice for further details on the parcel, as after the parcel has left our facility, we are no longer liable for lost, stolen, or damaged orders. 

Please note that the order total will be displayed in U.S. dollars during the checkout process, but you can select your preferred currency on our website. The amount charged in U.S. currency will reflect the same day exchange rates at checkout to maintain the utmost currency conversion accuracy.

Customs taxes, duties, or import charges are the responsibility of the customer to be paid. We do not cover any additional charges or costs for the final delivery of the package to your destination or country. Please note these charges differ based on country laws. policies and regulations and we cannot estimate the amounts. If a package is returned, abandoned or marked as undeliverable due to the refusal of customs fees or lack of communication between buyer and courier, taxes and/or any other duties imposed by your country's local legislation, a refund will not be applicable.

Please note that if you are shipping to a freight forwarding/cargo company, we are not held liable or obligated to offer mending solutions once the order has been marked as delivered to said company. Please reach out to the freight forwarding company you have an account with for further assistance.

Each order is hand picked and shipped within 2-3 business days from Los Angeles, CA (excludes all weekends and all holidays). Weekend orders will begin processing the following Monday. 

Delivery details will be provided to you via email and is based on the shipping method/courier chosen at checkout. We do everything on our end to make sure you receive your order on time however delays may occur. Thank you for your understanding! 

*U.S orders that qualify for Free Shipping are shipped with USPS First Class*

USPS Domestic First Class Mail: 2-7 business days excluding weekends and holidays. Subject to delays. 2-3 business day processing time applies. Friday orders will begin processing the following business day.

UPS Ground: 5-8 business days excluding all weekends and all holidays. Subject to delays. 2-3 business day processing time still applies. Friday orders will begin processing the following business day.

USPS Domestic Priority: 1-3 business days, excluding weekends and holidays. Subject to delays. Subject to delays. 2-3 business day processing time still applies. Friday orders will begin processing the following business day.

UPS Domestic 2nd Day Air: 2 business days excluding weekends and holidays. Subject to delays. 2-3 business day processing time still applies. Friday orders will begin processing the following business day.

UPS Next Day (Domestic Only): 1 business day excluding weekends and holidays. Subject to delays. Subject to delays. 2-3 business day processing time still applies. Friday orders will begin processing the following business day.

All orders are processed and shipped within 2-3 business days. Please note that all shipping methods are subject to delays and the allotted time frame provided starts when the carrier of choice has picked up the package. We do ask that you keep in mind the above if an order is needed by a certain date.

We kindly encourage you to reach out to the courier of choice for further details on the parcel, as after the parcel has left our facility, we are no longer liable for lost, stolen, or damaged orders. 

*Please expect delays due to COVID-19, for more information refer to the USPS expected delivery changes.

Your order will process for 2-3 business days, excluding all weekends and all holidays. Once your order has been shipped, an email will be sent to you containing tracking information.

Once your order has been processed and shipped, a secondary shipping confirmation email with your tracking number will be sent to the email address provided at checkout. Please allow 24 business hours for the tracking link to update.

‘Elegatto is not responsible for any lost or stolen packages. Please consider the security of your delivery address before submitting an order. Once the package leaves our facility, we are not responsible for lost, stolen packages or packages that are delivered to the incorrect address. If your package has been lost or stolen, please contact the courier.’

Please note that if you are shipping to a freight forwarding/cargo company, we are not held liable or obligated to offer mending solutions once the order has been marked as delivered to said company. Please reach out to the freight forwarding company you have an account with for further assistance.

If you have a question about particular order, please contact our Customer Care team at support@elegatto.com.

We do apologize that you have yet to receive your order. At times, shipping couriers will mark an item as delivered and proceed to deliver the package in the coming days. If, after contacting the courier, you still require assistance locating your order, please feel free to contact us at support@elegatto.com and we will be happy to look further into the matter.

Please note that if you are shipping to a freight forwarding/cargo company, we are not held liable or obligated to offer mending solutions once the order has been marked as delivered to said company. Please reach out to the freight forwarding company you have an account with for further assistance.

The shipping address must be entered correctly at checkout or revised before submitting an order, as we do not edit or alter addresses. The full address including any apartment/suite number or gate codes must be provided. Elegatto cannot guarantee delivery if the proper information is not provided for the courier. If an order gets delivered to an incorrect address or is returned to us for an incomplete/undeliverable address, we are not held liable to replace or refund the order. All address changes must be made in writing via email, however we cannot guarantee the change due to our quick turnaround time.

We kindly encourage you to reach out to the courier of choice for further details on the parcel, as after the parcel has left our facility, we are no longer liable for lost, stolen, or damaged orders. 

We want you to fall in love with your purchase and we continually strive to deliver the highest quality products possible. You may return your order for an exchange of the same style or store credit within 30 days from the date of delivery using our Elegatto Return & Exchange center. A formal request must be submitted for approval before any items are sent back to us. Please send the return item(s) back to us within 7 business days from the Return approval date. Items sent beyond this time frame will be processed for partial store credit.

All Sale Items will not eligible for a refund. If such items are sent back, Store Credit will be issued for the original merchandise total. Sale Items can be sent back for an Exchange of the same style only.

CLEARANCE SALE ITEMS ARE FINAL SALE. NO RETURNS OR EXCHANGES OF ANY KIND WILL BE PERMITTED OR ACCOMMODATED FOR SAID ITEMS. NO EXCEPTIONS.

*Mystery Boxes do not qualify for a refund and must be sent back in the completed set received. Items received in a Mystery Box cannot be sent back for individual exchanges.

All items must not be worn, altered, or damaged. Must be free of any stains, odors, self-tanner, pet hairs, scratches to the shackle/screw, free from any loose threads/piling or distinct smells including deodorant and cologne/perfume. The original gift box, velvet pouch and any spare parts sent must be returned or a $6 fee will apply. The gift box must also be free from any stains and damages or a repacking fee will be applicable. If an item is returned in the conditions above, we will no longer be able to accommodate a return or exchange. The item will be sent back to you, where the shipping cost will be the customer's responsibility or will be discarded on our end, and 50% store credit will be issued. 

Worn items or items damaged due to normal wear and tear cannot be returned. If sent back in such conditions, we will be issuing partial store credit only. We are not held liable to replace any lost items/parts, items that display normal wear and tear including but not limited to stretching, water damage or plating/rope degradation due to exposure to oils, perfumes, soap, or any other external elements.

As a small independent company, we are unable to offer free returns; however, we are happy to send out the exchange order free of charge with standard USPS First Class Shipping. Unfortunately, all International orders are not eligible for an exchange. However, you are more than welcome to send the item(s) back to us using a carrier of your choice within 30 days from the date of delivery, where we can process Store Credit once the return package is received. We are not held liable for any packages that are lost in transit back to us and do recommend using a trackable service.

Any domestic packages that are refused for any reason, will be processed for Store Credit only excluding original shipping charges and the charges the courier imposes on Elegatto for the return package. International packages that are refused for any reason, will not be eligible for any mending solution.

We are not offering an Extended Return Policy for any holidays. Returns can be submitted for approval within 30 days from the date of delivery using our Return Center. Thank you!

I received the incorrect item, a damaged/defective item. What is the next step?

In the rare case that the item you received is the incorrect item, damaged or defective, please contact us at support@elegatto.com with a photo of the incorrect item or the referenced damage within 30 days from the date of delivery and before starting a claim with your financial institution. Our Customer Support Team will gladly assist you with mending solutions in a timely manner. Any orders that surpass 30 days are no longer eligible for a one time replacement or Store Credit.

Please allow 3 business days after delivery for us to process your return/exchange. This excludes all weekends and holidays. Once your return has been physically processed, a confirmation email will be sent. If you have not received a confirmation email within 7 business days of us receiving your package, please contact us at support@elegatto.com and we will be happy to assist you further.

We are unable to accommodate any changes as we like to prepare your order for shipment soon after the order has been confirmed. Our shipping is fast and automated; therefore, our quick turnaround time makes it difficult to alter orders. We do apologize and appreciate your understanding.