FAQs

1. Order & Shipping

How much does shipping cost?

We offer Free Standard Shipping ($0.00) on all orders delivered within the contiguous United States. There are no hidden fees or minimum order requirements.

How long will it take to receive my order?

Our delivery process includes handling and transit times:

  • Processing Time: 1 to 2 business days (Monday - Friday).

  • Transit Time: 3 to 5 business days (Monday - Friday). In total, you can expect your storage baskets and bins to arrive within 4 to 7 business days after placing your order.

Where do you ship?

Currently, we exclusively ship within the contiguous United States. We do not ship internationally, nor do we deliver to P.O. Boxes or APO/FPO addresses due to the size of our products.

How can I track my package? Once your order is handed over to the carrier (such as USPS, UPS, or FedEx), you will receive a Shipping Confirmation email containing your tracking number. Please allow 24 to 48 hours for the tracking link to become active.

2. Returns & Refunds

What is your return policy?

We offer a straightforward 30-day return window. You have 30 days from the date of delivery to request a return for unused items in their original condition and packaging.

Do I have to pay for return shipping?

If you are returning an item because you changed your mind or no longer need it, you will be responsible for the return shipping costs. However, if the item arrives damaged, defective, or incorrect, we will cover the return shipping and provide a pre-paid label. We never charge any restocking fees.

How do I start a return?

Please do not send items back to our address without authorization. To start a return, email our team at support@islaelena.com with your Order Number and the reason for your return.

3. Product Inquiries

My woven storage basket arrived folded and has creases. Is this normal?

Yes. To ensure we can offer Free Shipping on larger storage bins and baskets, some items are folded flat for transit. To remove creases, you can tightly stuff the basket with blankets or towels for 24 to 48 hours to help it regain its shape. A handheld fabric steamer can also be used to gently smooth out stubborn folds.

Are the dimensions listed on the website accurate?

We strive for absolute accuracy in our product descriptions. However, because many of our woven baskets are handcrafted or made from flexible materials, please allow for a slight variance of up to 0.5 inches in the final dimensions.

4. Contact & Support

How can I get in touch with your team?

If you have any further questions, we are ready to help.

  • Email: support@islaelena.com

  • Phone: +1 5708077279 (Mon-Fri, 9:00 AM - 5:00 PM EST)

  • Business Address: 142 Onocop Drive, Pocono Lake, Pennsylvania 18347, United States