FAQ

We have gathered the most common questions and answers for you. We hope you find what you are looking for. If not, please reach out to us at support@elodiedetails.com.

You do not need to create an account to place an order, but we recommend that you do. If you create an account you will get access to your personal pages where you can see the status of your orders together with your personal information and offers.

Please, go to Account - Sign in and click on the Forgot your password link. An auto-generated password will then be sent to your registered e-mail address.

You can select your wanted delivery country at the top of the menu or in the address field at the checkout. Please, note that we are only able to ship to the countries listed.

We are not able to change or cancel orders once the order has been confirmed. Reason being that we want to handle and ship your order as soon as possible.

At the time being, we are only able to deliver to the invoice address. However, we do see a need for this service and will hopefully be able to offer it soon.

Once you click confirm order, we will send you an order confirmation e-mail with your purchase details.  If you have entered an incorrect e-mail address, please contact our customer service team and they will assist you. If you have registered an account, you can view your order history from the account page.

We offer local payment methods in all our markets. Please, note that the payment methods may differ between different markets. To most of our customers we offer payments by Klarna, PayPal, Mastercard and VISA together with local payment options.

Your online security is very important to us. Therefore, we partner with Adyen which has the highest level of security for online payments. Adyen´s infrastructure meets the highest standards of security, integrity, and stability. For more information about Adyen please visit them here: https://www.adyen.com/platform/certifications

There will be no additional costs for you, the customer, since we are using DDP (Delivered Duty Paid). Which means that we at Elodie are responsible for all risks and costs until the goods are delivered, we also take responsibility for the import clearance.

Shopping cost to The United Kingdom is £7.50.

We normally dispatch orders within 24 hours of receiving them. Orders within Europe have a delivery time of approximately one week. Most orders will reach customers outside of Europe within 14 days. Note, however, that this is an estimate and that deviations can occur.

As soon as your order is shipped from our warehouse, you will receive a delivery confirmation e-mail with a tracking link where you can follow your order. 

You can also use the tracking number to search for the shipment at your local postal service.

Please, check your mailbox and ask your family and neighbours if anyone has taken care of the package for you.

If you can´t locate the package, contact your local carrier for assistance. If they don´t have any information regarding your order, please contact our Customer Service at support@elodiedetails.com .

We offer free returns on all orders within the EU. Please, note that if you reside outside the EU, you will need to arrange and pay the return shipment yourself.

If you are not fully satisfied with your purchase, you have the right to return your order within 30 days of receipt. Please, note that the product or products must be returned in their original condition and packaging.

Follow the steps below to make a return:

1. If your return label is not included in the package please, download your Return label from the delivery confirmation e-mail you received earlier in the delivery process.

2. Kindly fill in the Return Form.

3.  Insert the Return form in the return parcel, add the Return label on the parcel and send it back to us.

Please remember to ask for a proof of postage and make sure you keep this proof until your return is successfully processed.

If you have any questions, do not hesitate to contact our Customer Service at support@elodiedetails.com.

We aim to provide refunds as soon as our team has received the returned parcel. However, it can take up to 30 days for your return to be fully processed.

Once we have received and accepted your return, you will be refunded in full to your original form of payment. Please keep in mind that once the refund has been issued, it might take up to 3–5 business days for it to appear in your bank account.

If you would like to make an exchange, simply return the product or products for a full refund by following the return instructions. Then, place a new order.

In the event the item you received is defective or incorrect please notify our Customer Service at support@elodiedetails.com for assistance. Please provide the order number, pictures and descriptions of the problem. 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 not send anything back to us without our knowledge and confirmation.

If you made the purchase through one of our retailers, we kindly ask you to contact them directly.