FAQ

Contact

How can I contact Elenza London?

If you have any questions, feel free to reach out to us. Our team is happy to assist you! Our experts are available 5 days a week to answer any inquiries.

Contact: info@elenza-london.com

How long does it take to receive a response?

We aim to respond to all inquiries within 24 hours on business days.

Orders & Payment

Which payment methods do you accept?

We support a variety of payment options, including iDEAL, MasterCard, Visa, Amex, Bancontact, Maestro, Apple Pay, and Google Pay.

Will I receive an order confirmation?

Yes! After completing your order, you will receive an email confirmation immediately. This will include your order number (a 5-digit code), a summary of your purchase, and the shipping details.

I entered the wrong address, can I change it?

If you've made a mistake in your address details, please contact us as soon as possible at info@elenza-london.com so we can make the necessary adjustments.

Shipping

Which countries do you ship to?

Currently, we only offer shipping within the United Kingdom.

What are the shipping costs?

Shipping is completely free—we cover all shipping costs for you!

How can I track my order?

Once your order has been shipped, you will receive an email containing a tracking link. This will allow you to check the delivery status and provide any necessary instructions to the shipping provider.

I haven’t received my order, what should I do?

Still waiting for your order? We’re sorry to hear that! After placing your order, you will receive a confirmation email with your order number. Your package will be dispatched within 1-2 business days, and you will receive a tracking email. If you haven’t received this or your tracking status seems unclear, please reach out to us at info@elenza-london.com.

My tracking shows my order was returned, what now?

If your package has been returned to us, contact our customer service at info@elenza-london.com. Our team will investigate the issue and find a quick solution for you.

Returns & Exchanges

I changed my mind, can I return my order?

If you decide to return your order, you can do so within 14 days of receiving your package. Once we receive the returned item, we will process your refund within 14 days. Please note that return shipping costs are at your own expense.

I want to exchange a product, how does it work?

You can exchange an item within 14 days of delivery. The cost of returning the product is covered by the customer, but we will send out the replacement item within 7 days of receiving the returned package—free of charge!

My product arrived damaged, what should I do?

Received a damaged product? We’re here to help! Send a photo of the item along with your order number within 14 days to info@elenza-london.com. We will send you a replacement at no cost within 7 days.

I received the wrong order, what now?

If you received the wrong item, please send us a photo of the incorrect product along with your order number to info@elenza-london.com within 14 days. We will ensure that the correct item is sent to you free of charge within 7 days.

My order never arrived, what should I do?

Still haven’t received your order? Contact us at info@elenza-london.com with your order number, and we will ensure your order is resent at no extra cost within 7 days.

I want to cancel my order, how does it work?

If you wish to cancel your order, you can do so within 4 hours after placing it. Once we receive your cancellation request, we will refund your payment within 14 days.