Frequently Asked Questions (FAQ)
Orders and Shipments
How long does it take to process and ship my order?
Orders are processed within 15 days after payment confirmation. Shipping times vary depending on the option selected:
- Post Service: 4–8 working days
- Standard Shipping: 3–5 working days
- Express Shipping: 2–3 working days
Can I modify or cancel my order after payment?
No, once payment is confirmed and the order is forwarded to logistics, changes or cancellations are no longer possible.
What happens if my order is returned to the sender?
If your order is returned due to an incorrect address or refusal by the recipient, a credit note will be issued excluding shipping costs.
Shipping Costs and Customs
Who is responsible for shipping costs?
The User is responsible for shipping costs. For non-EU shipments, customs duties and charges may also apply.
How can I check customs regulations for my country?
Contact your local customs office for specific details about duties and regulations.
Returns and Refunds
Can I return a product if I don’t like it or it doesn’t fit?
Yes, returns are accepted within 15 days of receiving your order for reasons including:
- Dislike of the product.
- Incorrect size (too big or small).
- Damaged or non-compliant items.
How do I initiate a return request?
Follow these steps:
- Identify the order you wish to return.
- Contact Eleganttis via your profile page, the contact page, or email support@eleganttis.com.
Who pays for return shipping costs?
The User is responsible for return shipping costs and any applicable customs duties, unless otherwise instructed.
How are refunds issued?
Refunds are issued as store credit within 10 working days of receiving the returned product. This credit is valid for two years and can be used on future orders.
Are there any situations where a refund may not be accepted?
Refunds may not be accepted if:
- The product or its original packaging is damaged.
- Required return codes or order numbers are missing.
- The return request is submitted after the deadline.
Partner Warehouse Products
How can I identify items shipped from partner warehouses?
Look for the label “Partner Stock Product” on the product page.
Does shipping from partner warehouses take longer?
Yes, items from partner warehouses may require extra preparation time, extending delivery timelines. Eleganttis covers the shipping costs from partner warehouses to our facilities.
Can I return items from partner warehouses?
Yes, these items can be returned. If your order includes items from multiple warehouses, they can be returned together in the same package.
Discount Vouchers
Can I use multiple discount vouchers on a single order?
No, only one voucher can be used per order.
Can I use a discount voucher for shipping costs?
No, discount vouchers cannot be applied to shipping fees or cash-on-delivery payments.
What happens if my purchase total is less than the voucher amount?
The remaining balance will not be refunded or re-credited.
Are discount vouchers refundable?
No, vouchers are non-refundable, even if a return is made.
Customer Support
How can I contact Eleganttis for assistance?
You can reach us via:
For more detailed information please visit our return policy.
Can I use a discount voucher for shipping costs?
No, discount vouchers cannot be applied to shipping fees or cash-on-delivery payments.
What happens if my purchase total is less than the voucher amount?
The remaining balance will not be refunded or re-credited.
Are discount vouchers refundable?
No, vouchers are non-refundable, even if a return is made.
