FAQ

Do I really need an account to place an order?

Not at all! You can absolutely check out as a guest.

However, creating a free account only takes a moment—and it unlocks perks like faster checkout, order tracking, and early access to new drops. Plus, you won’t have to re-enter your details every time you shop with us. We’d love to have you as part of the family!

How do I create an account?

Joining our family is easy! Simply click“Log In / Register”at the top of our website, then select“Create an Account.”Just fill in your details, and you're all set. You'll instantly enjoy faster checkouts and order tracking!

How do I place an order?

It’s super easy and takes less than 2 minutes.Just browse our collections, pick your favorite items, and hit“Add to Cart.”When you're ready, click the cart icon, follow the simple checkout steps, and confirm your payment. We'll take it from there—your new gear will be on its way to you soon!

How can I pay for my order?

We’ve made checkout as seamless as possible!You can pay viaShop Pay, Apple Pay, Google Pay, and PayPalfor one-click convenience. We also accept all major credit cards, includingVisa, Mastercard, American Express, Discover, and Diners Club.
All transactions are securely processed—your data is always 100% protected.

Can I change or cancel my order after it's placed?

We process orders fast, so we can usually cancel or modify your order within 24 hours of placement.After that, your package may have already been packed and handed to the courier. If you need to make a change or cancel, please reach out to us immediately atsupport@hotelephant.shop—we’ll do our best to help you out.

What should I do if I am not satisfied with the goods I received?

We are sorry to hear that. Here are the steps:

Step 1: Contact our Customer Support Team at support@hotelephant.shop within 30 days of receiving your order.
Step 2: Provide your order number, a description of the issue, and photos if the item is damaged or defective.
Step 3: If your return is approved, we will provide you with return instructions and, if applicable, a return shipping label.
Step 4: Once we receive and inspect the returned item, we will offer you a refund, exchange, or replacement based on your preference.

Please Note:

Items must be unused, in original condition, and with original packaging.
Customized or personalized bags and final-sale items may not be eligible for return.

For full details, please review our Return & Refund Policy.

How will I know if my order is confirmed?

As soon as your payment is processed, you’ll receive a confirmation email from us.

Our partnered fulfillment center (CJ) will then carefully process your items and prepare them for shipment. Once your package is handed over to the courier, we’ll send you a Shipping Confirmation email with a tracking number so you can follow your parcel every step of the way.

Tip: If you don’t see our emails, please check your spam or junk folder.

Why can't I add items to my cart?

h no—let's get this sorted for you! Here are a few quick things to try:

Refresh your browser page.
Try using a different browser or device.
If nothing works, please contact us right away—we'll manually check the stock and assist you in placing the order.

(In rare cases, an item may be temporarily unavailable due to a stock update, but we're here to help!)