We are a small business, and in order to bring as much to market as possible we have to be selective about where we put our money. To test to see if there's even a market for a piece (and to keep from overproducing), we offer it for preorder to let you and others like you tell us whether we should proceed with ordering from our factory and how much to order. If only a few purchases are made on an item, we'll cancel the production and refund the order to store credit. Or if a lot of orders are placed, but a few sizes are not preordered, we'll place an order but often without those sizes.

Your card is charged at checkout or funds pulled from Paypal. We offer preorders at between 20-40% off of full retail for the first  day or two of the preorder launch, and then prices start to go up as we get closer to getting stock. That means in order to get the best deals, you should preorder as soon as possible! Preorder items ship out in advance of stock arriving in our store, so preorder customers are the first to get pieces and the first to get to show them off! 

We also rarely close our preorders, but we do risk selling out once product is ordered and prices start going up or risk cancelling a preorder a few weeks after launch if it doesn't sell. We of course email about any preorders that won't proceed to production, but it is fairly rare. In the event a preorder does not make it to production your payment is refunded to store credit.

We do not send email updates on preorders unless there are delays. We do update our IG stories with fun updates about productions, though! Follow us on socials!

We suggest that every customer get a tape measure and measure their Bust, Waist and Hips, so that they know their measurements in inches. Each item has its own distinctive size chart in the product listing, often the last image in the listing (the size chart is of the unstretched garment and our apparel often has quite a huge stretch).

We also have a model fit guide in our footer and connected in product listings. It's best to find your 'fit twin' there and match the sizes they are wearing. We use a variety of models of different shapes, sizes, and heights, to help you find someone close to your size!

If you have any additional questions please feel free to contact us with questions! We are happy to try and help you figure out your size and can often tell from just a full body pic in fitted clothing what size you’d likely be best in!

We accept all major credit/debit cards as well as Paypal. We also accept Shop Pay Installments and Afterpay.

So long as you ordered only stock items, they take normally 2-4 days in the states to ship out and then 2-5 days in the post/UPS; for international orders they can take between 8 days and god-knows-how-long to go through the post.

Due to post office policies, we can not be held responsible for any domestic or international orders going astray. We will only ship international orders via USPS as other couriers have additional import fees that have previously upset customers. 

You will receive a shipping confirmation e-mail when your order has shipped. You can check the status of your shipment through that confirmation email as there's a link in the email. You can also contact us anytime using our contact page.

Sometimes our inventory system gets overloaded with orders and an item oversells. In this case we contact customers as soon as possible to let them know the product they ordered isn’t available and immediately issue store credit for the value paid which can be used on any replacement item. On Drop Days and large Sale Days if an item oversells we will issue store credit for the oversold product and ship your order without it.

We likely won't. We rarely restock our pieces. They are made in small runs and are often extremely limited.

We no longer offer an email notifications for our sold out items because we so rarely restock them that it caused people to just be more disappointed.

We work with leftover yarns and some deadstock fabrics or trims, so we can't always remake productions. We also can't always remake the minimum amount of product needed in order to run the production again due to demand. No need to email us asking if we’re going to restock something, we very likely aren’t going to do so.

We may find one more when it's close to sold out and add it back to our site, but that's rare. We often announce any inventory like that in our facebook group, the Starpuff Space.

Starpuff Specials are one-day sales on certain pieces (and ‘Starpuff’ is the name for our fans and customers).

They may be retired pieces that we have a few pieces left in certain sizes or in small quantities, they may be stock pieces that we heavily discount for a single day, or they may be special con-exclusives that we have left over. It just depends.

They tend to sell quick, so if something you like is on Starpuff Special you should grab it! Sometimes we retire pieces after they go on Starpuff Special, too!

These items are FINAL SALE and not eligible for return or exchange under any circumstance.

We have a “No Cancellation” policy. That means our answer is no, we will not cancel your order.

If you preorder or order an item and want to cancel you will have to wait to receive it and send it back for a return, adhering to return policies of receiving store credit.

No. And no raincheck on sales, too. We can not apply sale prices to previous orders, nor do we allow customers to cancel orders that have already been placed to apply the discounts.

You can not stack discount codes with a sale discount code. Items purchased on sale or using a discount code can not be returned. 

We are a small business. Taking our employee's time to make these price adjustments to then refund money or issue store credit is incredibly expensive for us.

We are so sorry! We are human and sometimes mishaps occur when shipping or inspecting goods!

If you receive a wrong or damaged item, please contact us immediately via email at customerservice@elhofferdesign.com so we can make it right ASAP. Be sure to include your order number.

You must notify us within 7 days of receiving your item that it is damaged or incorrect, though!!

If you have a store front and would like to carry one of our products please email sales@elhofferdesign.com.

Ok, deep breath. This is bound to happen if knitwear rubs up against something sharp or textured, or if a purse or jewelry piece was acting extra-malicious. DO NOT CUT THE YARN! 

There is a little tool you can get on amazon to help repair snags/pulls. It's available right here and is basically a pointy metal stick with a bunch of texture on one end. You push the point through the part of the sweater that has the snag/pull and then pull it through the knit to the inside of the sweater. The textured part catches the extra yarn and travels with it to the inside. (This snag repair tool is also available at like all sewing stores!!)

We get extra fancy when we repair our own sweaters and actually angle the needle through the garment. So the excess yarn is pulled through the entire sweater rather than just to the back. Please be careful if you're going to try and be this extra. Not only because you can poke yourself with this needle very easily, but because you don't want to pull the yarn too tight! 

We ship worldwide from our studio in Los Angeles, California.

However, we are not responsible for import fees, tariffs, customs, or any charges your country may charge you to receive your package.

If you decline those fees and the package returns to us shipping is non refundable and your product can be re-shipped for additional fees or we can return your purchase, except shipping, to store credit.

Each preorder item has an estimated month in its listing. We don’t provide exact dates of when products are expected to ship, only the estimated month.

There are times that preorders arrive much earlier and we will not hold the item, our studio is small, so we will ship immediately (if you see a shipping notification and you need us to send to a different address email us immediately as we can try to pull the package before it’s shipped and get a new label on it). 

And there are times there are delays on preorders and they go out after their estimated month. We email all preorder customers for that item if that happens as we like to keep you informed on delays.

We ship all orders when complete, so if you order an in-stock item with a preorder, the in-stock items are held until the preorder arrives. Once your preorder arrives we pull that product and ship it all together.

USPS and UPS Packages include insurance for up to $100

Shopify now allows us to add a third party insurance onto packages. If you’d like us to add additional insurance to your package please email us and we can bill you for the additional insurance fee. You can also leave a note at checkout that you'd like to be invoiced for additional insurance on your package, it's generally only a few dollars and we can easily invoice you to add it to your order!

This could be one of a few things!

If it's the same day or within a few days of us prepping your order to ship, then it could be that your package hasn't been dropped yet or at the post or picked up from our studio. (Or hasn't been scanned by the pickup drivers)

If this had a preorder in it, we often prep shipments a few days before receiving the piece from our factory in order to make shipping streamlined and ready to go out. 

We have had dozens of customers receive their packages while still showing in the 'pre-shipment' phase of the USPS website. It can also take the post office time to update their site, which is annoying but happens. 

We are always available to help explain what's going on, even if we aren't USPS or UPS. So, message us if you're worried! 

Elhoffer Design does not offer cash or credit/debit refunds. We ONLY offer store credit for returns. Returns are subject to up to a $25 restocking fee as well as any shipping fees subtracted from a return.

Our products move quickly, so exchanges can be tricky. Please contact info@elhofferdesign.com with your order number and follow our return instructions and pay the shipping invoice for exchange shipping.

Once an item is received and inspected, we can send the replacement size if available. We reserve select sizes for exchanges. 

Should the original item, when inspected, be found to be damaged or worn there will be restocking fees that must be paid in order to release the replacement size. 

Email all return inquiries to info@elhofferdesign.com and we can determine return eligibility.

The customer is responsible for payment of shipping to return package back to Elhoffer Design for store credit. Elhoffer Design does not cover extra shipping costs whatsoever. And the shipping fees are non-returnable.

If you got free shipping and initiate a return that would have meant your order wouldn't have qualified for free shipping then the shipping fees will also be withheld from your return to store credit.

Returns are subject to up to a $25 restocking fee as well as any shipping fees subtracted from a return.

If a package returns to us without an email we may RTS the package to you, as we require email warning. 

Elhoffer Design accepts returns of unworn, unwashed items within 14 days of delivery of your order. Items must be free of use (no make up, perfume, deodorant, animal hair and any other markings).

If an item is sent back AFTER 14 days (post-marked after the 14th day of delivery) of being delivered, it can not be accepted. If an item is returned with any of the above criteria, it will be returned to you at your cost.

If your order qualified for free shipping and your return would make it no longer qualify for free shipping, that shipping fee will be withheld from your store credit.

If you'd like, you can request to join our Facebook Sell/Trade Market Page and sell your unwanted item on there to someone else!

Elhoffer Design
3001 N Broadway #31339
Los Angeles, CA 90031

This is a PO Box that is not checked daily, so you must email us before sending a return or exchange in order for us to check the box! If you do not warn us your package may be Returned to Sender! 

We do not offer store credit on Starpuff Special items, Sale items (not including preorders), Starpuff Select sales, Sample Sales, or items bought using a discount code. We also do not allow any returns on product purchased at conventions or from any of our wholesalers. These items are FINAL SALE - NO EXCEPTIONS.

If you'd like, you can request to join our Facebook Sell/Trade Market Page and sell your unwanted item on there to someone else!

Returns are processed within 10-14 business days of receiving a returned item.

Once it is processed you will receive an email with your store credit code. If you send us your tracking code it can help our team keep an eye out for the package to help process it faster.