Shipping policy
1. to which countries do you ship ELLA K products?
Products ordered via our website can be delivered to the following countries:
Austria, Bahrain, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Oman, Poland, Portugal, Qatar, Romania, Saudi Arabia, Spain, Sweden, Switzerland, Slovakia, Slovenia, United Arab Emirates, United Kingdom, United States (the "Territory").
Products will be shipped to the delivery address provided during the ordering process. We cannot be held responsible in the event of non-delivery of products due to an error in the delivery address provided by you.
2. What are the product delivery times?
Products ordered will be delivered on the date or within the period indicated in the e-mail confirming your order. In all cases, the maximum delivery time is fifteen (15) working days from the date of confirmation of your order.
- My delivery address is within the European Union:
Delivery times are generally between two (2) and eight (8) days.
Products are delivered to you against signature of the delivery document. In case of absence, a notice will be left by the carrier.
You can choose to:
- request a second delivery at your expense, or
- collect the parcel from the post office indicated on the delivery notice. The parcel must be collected within fifteen (15) days. After this period, the parcel will be returned to us and you will be reimbursed within fourteen (14) days.
- My delivery address is outside the European Union:
Delivery times may vary according to destination country.
You can track the progress of your parcel using the identification number provided in the confirmation email.
Please note that delivery times are given as an indication and do not depend exclusively on us. We cannot be held responsible for delays due to events beyond our control (strikes, bad weather, carrier delays, etc.).
In the event of a change to the delivery time initially indicated, we will inform you by any appropriate means (telephone or e-mail) as soon as possible.
In this case, you can either accept the new delivery date or cancel the order for the product concerned.
In the event of cancellation of the order due to a change in the delivery date initially indicated, the amount corresponding to the product (including transport costs where applicable) will not be debited from your bank account or will be refunded to you within fourteen (14) days, where applicable.
3. Do I have to pay customs duties?
Customs duties are specific to each country and depend on the value of your order.
For shipments to countries outside the European Union, customs duties and other local taxes may apply and are your responsibility.
4. What if my product is damaged or I receive the wrong item?
When the parcel is delivered, you must check that the products conform to your order.
In the event of an anomaly, you (or any person authorized to receive the parcel on your behalf) may refuse the parcel and indicate the reasons for this refusal on the delivery document.
In the event of non-conformity of the products which could not be identified at the time of delivery, you can contact our customer service department by e-mail: hello@ellakparfums.com
If the return is validated by our customer service department, you must return the products in their original packaging, correctly protected and in their original condition to the following address:
ELLA K Parfums- Customer service,
Monta Enschede BV
Ir. Hanlostraat 15
7547 RD Enschede
The netherlands
No product can be returned if it has been opened. Any product returned incomplete, damaged or in any way other than in its original packaging will not be eligible for a refund.
You are responsible for shipping the product. We advise you to return products duly protected and by registered mail with acknowledgement of receipt.
Returns are at your expense.
We will refund the invoiced amount as soon as possible and, in any event, within fourteen (14) days of receipt of the returned products, complete and in their original condition.
For further information, please contact our service department by e-mail: hello@ellakparfums.com