What do I do if I have forgotten my password?
You can either contact our customer care team by email to firstname.lastname@example.org, we will assist you with a new password, or you can press My account/ Sign in / Forgot your password? An auto-generated password will then be sent to your registered email address
How I will know if you received my order?
When you place an order on elleme.com, an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please contact our customer care team and we will send you the order details.
Do I need to set up an account to order something online?
You don’t have to set up an account to shop with us, but we recommend that you do. It is fully possible to check out as a guest, but if you register an account you can track your order, register returns and save information which will make it easier to check out next time you order with us.
How do I cancel my order?
You cannot cancel your order yourself, but we can of course help you. The order can only be cancelled before or has shipped and before our warehouse started working with the order. After that, we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancelled after the order has shipped, you must instead return for a refund.
I’ve added the incorrect shipping address/ telephone number, how do I change it?
You must contact our customer care team to change your shipping address. The shipping address can only be changed before the order has shipped. Unfortunately, you cannot update your shipping address yourself after the order has been placed.
From where do you ship?
Our warehouse is in Paris. All orders shipped outside are all from our warehouse in Paris.
Shipping and delivery
How do I track my order?
As soon as your order is shipped from our warehouse, you will receive a shipping confirmation email with your tracking number. You can check the delivery with the tracking number.
How many days does it take for my order to arrive?
Shipping usually takes between 3 to 5 business days, depending on your country, but may take up to 7 days for some destination. More specific shipping days can be found under our help section and shipping information for each website.
How do I collect my order?
All international orders are shipped with DHL and require a signature upon delivery. DHL usually operates between 9 am to 6 pm on business days. Canada, China, Russia and Taiwan are shipped with La Poste.
Is my package issued?
All items are insured against theft and accidental damage whist in transit from Elleme to the shipping address. Once your items have been delivered to the specified delivery and signed for, they are no longer covered by insurance.
When will I receive my order?
As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number. The regular processing time is between 1 to 3 business days, and the estimated delivery time is depending in the country.
Where does Elleme deliver?
We currently deliver to worldwide. At the checkout you will be able to inform us your shipping address.
Can I collect my order in store?
Yes, please note the shipping address of your order with one of our boutique address. And contact our customer care team by email, email@example.com, we will assist you.
If I choose to collect my order in-store, what should I bring?
Please bring your order number.
Can I ship my order to another country?
You can ship your order to another country different from your billing address. Please kindly provide all information of your shipping address and contact.
How much do I pay for shipping?
We offer free standard shipping on all orders internationally.
What payment methods does Elleme accept?
We offer different payment methods for different countries. In all countries we accept credit cards, but in many countries, we also offer Paypal and country specific payment methods. At checkout you will see what payment methods we offer in your shipping country. You can also view the different payment methods in our shopping help section under ordering.
Is it safe to use my credit card online at Elleme?
Your personal online security is very important to us. To help ensure your shopping experience is safe, simple and secure we use Secure Socket Layers(SSL), the industry standard in transferring information to process your orders. When placing an order, you can immediately check the security validity by clicking the VERISIGN logo at checkout. To ensure your information is kept private, we do not process or store any payment information in our database.
In which currency will my purchase be made?
We change in different currencies in different countries. Most countries are changed in local currency while some countries are charged in either USD or Euro. In the country selection list online, you will see what currency you will be charged in for the for that specific country. Items will also have a price in the specific currency for the site you are visiting.
When will I be charged?
When you place an order with us using a credit card, we place an authorization on the form of payment you used, and the funds are temporarily reserved for your purchase, but you are not actually charged. When your order has been dispatched, we will capture the funds from your account. Orders placed with Paypal, Alipay, Wechat Pay and other HPP payment methods are captured immediately when the order is placed.
Can I save my card details?
If you place an order with us, you can choose if you want to store your credit card details. The payment details are stored only by our payment service provider and we will not be able to see the details, they are fully encrypted. We recommend storing card details if you want a smoother checkout the next time you order with us.
Why was my payment declined at checkout?
If your order attempt was declined, this can often be due to your bank. We suggest that you contact your bank or card-issuing company to ask if they have any kind of block on your card. If you receive another error message, please contact our customer care team and we will do our best to assist you.
Will there be any additional costs to my order?
Can I ship my order to another country?
Unfortunately, we currently do not offer tax refunds online. Most of our physical stores do offer a tax refund form, so you are welcome to visit one of one of our stores/sales points to make a tax free purchase.
When will my pre-order ship?
The estimated shipping date is noted on the product page and in the checkout process. If you place an order with pre-order items and in-stock items, you will receive separate shipments and shipment confirmation when each item is dispatched.
When will I be charged?
You will be charged in full when you place the order.
What happens if I order in-stock and pre-order items?
If you order products that are in-stock along with pre-order items, we will arrange the shipping together when all the products are available.
What happen if I order multiple pre-order items?
If you order more than one pre-order item, and they have different shipping dates, they may be sent together at the later shipping date. This depends on the estimated inbounding date.
What if I want to return a pre-order item?
Our regular return policy applies to pre-order items. You will have 14 days from when you receive your items from your order to return any items from your order. For ease of return processing, we recommend only making one return shipment.
Returns and Exchange
How do I return or exchange an item?
We offer refunds or exchanges with different price paid if an unwanted item is shipped/ postmarked within 14 days from when it was delivered to you. In order to receive a full refund, the item must be returned in its original condition with original labels and packaging. Please inform our customer care team by email to firstname.lastname@example.org, let us know your order number and reason for return. We will prepare pre-paid waybill for you by email.
How do I exchange an Item?
All exchanges are based on stock availability and are shipped to you free of charge. If you want to return your item for an exchange into a different color, please email our customer care team, email@example.com with informing your order number and state which color you prefer instead. Should you be interested in an alternative style, please return your item to us and email our customer care team, firstname.lastname@example.org, with informing your order number and state which bag you prefer. We will prepare the pre-paid waybill and the link for you to pay different price. After we receive your payment and return bag, we will arrange the shipping of new bag asap.
I have received a faulty product, what should I do?
Please email to our customer care team, email@example.com, we will help you manage the shipment back to us and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do no send anything back to us without our knowledge and confirmation.
Can I exchange for a more expensive product?
We provide the service of exchange for different price, with paying in different price. Once we receive the different price payment from you and the return bag, we will arrange the new bag shipping asap.
I want to return something but I checked out as a guest / don’t have an account. What do I do?
You are welcome to contact our customer care team by email firstname.lastname@example.org, we will assist you.
Can I return or exchange my online purchase at an Elleme store?
You may return items purchased on elleme.com to a physical store in Paris. You may also exchange items purchased on elleme.com to a physical store in Paris. Please bring your original online order number with you when making a return or exchange. All returns / exchanges must be made within 14 days of receipt and our regular return conditions apply.
How can I return an item purchased in-store?
If you have bought an item in-store, that was either ordered for you or available in store, you can return the item in store. If you paid for the item in store, we cannot accept the return online but the store will be able to assist you.
How can I return an item purchased online that I chose to collect in-store?
Should you have chosen to collect an order placed on elleme.com in a store, the item will be held in store for a period of 14 days from, and including, the date on which you receive a notification email that the order is ready to be picked up. You may return your items in a store or send them to our warehouse. Please contact our customer care team with your order number and request that a pre-paid return waybill will be emailed to you.
I cannot find a return label in my box. What do I do?
We do not provide the return label in the box with items. If you want to return the items, please email to our customer care team in 14 days received, with your order number. However, we do not provide the free return shipping in Australia and Japan.
Is my package insured and do I need to sign for the package?
All orders sent from us are insured until you have received it. DHL require a signature upon delivery. However, if they cannot locate you on the given address, they are allowed to leave the package with a neighbor or similar. Therefore, we strongly advise you to track the order to make sure you are available at the shipping address at the delivery time.
Will I be refunded for the full amount of my order?
When returning all items from your order, we will issue a full refund.
When do I get my refund.
We have received and processed your return, you will receive an email notification. Normally it takes 3-5 business days before you can see the refund back to your account, depending on your bank/ credit card/ form of payment.
How do I receive the latest information from Elleme?
Sign up to our newsletter and we will send you the latest news.
How do I contact Elleme customer care team?
You can contact us by email email@example.com, also start a live chat with us through our website.
How do I take care of my Elleme bag?
All our bags come with 1 year guarantee.
I no longer want or receive Elleme newsletters. How do I unsubscribe?
At the bottom of each newsletter you receive from us there is a link to unsubscribe.
How fast will I receive a reply to my inquiry?
Our live chat is available for faster replies during open hours and we will take all calls during this time as well. Sometimes we have a high pressure, but if you just stay on the line we will take your call.
Will my Elleme favorites be restocked?
We will add items to the web shop as soon as they back in stock. If you can’t find the item you are looking for online, you are more than welcome to reach out to us and we will assist you.
I can’t find a certain item in your webshop, is there any chance I may find it elsewhere?
The best way to get a hold of items that are not available in the web shop is to contact us, and we will be more than happy to try to help you source the irem in one of our stores or from a reseller.
Order and Tracking
Can I change or update my order?
An order cannot be changed once the merchandise has been processed by our warehouse. Before our warehouse has started processing the order, we can update the color or noted. Please contact us as soon as possible and make sure to have your order number available. Items may always exchanged or returned within 14 days after you have received them.
When will my order be shipped?
Your order will be fulfilled within one to three business days. Our warehouse operate Monday to Friday.
Where is my order?
Once your order has been approved, you will receive an email confirmation with your shipping details and tracking number. Please note that it can take up 24 hours before the courier updates the shipping information after you have received the shipping confirmation email from us.
Can I add items to my order?
Additional items must be handled as a separate order. To improve your chances of receiving all items in the same shipment, please let us know about your orders as soon as possible. Please contact our customer care team by email firstname.lastname@example.org