Shipping Policy

Store: ELANE
Customer Support: support@elane.com

Customer Support Hours

Monday – Friday: 9:00 – 18:00 (CET)
Saturday: 9:00 – 16:00 (CET)
Sunday: 9:00 – 14:00 (CET)

1. Standard Shipping

All products purchased from ELANE are shipped to the delivery address provided at checkout. Depending on the item and destination, orders may be shipped via international logistics partners.

Free shipping (€0.00) generally takes 5–12 business days from the shipment date, depending on delivery location. Orders are typically dispatched within 1–3 business days after payment confirmation.

A tracking number will be provided so you can monitor delivery status.

Note: In certain situations outside our control—such as customs delays, postal strikes, peak season, adverse weather conditions, or logistical issues—delivery times may be extended by a few additional business days.

2. Secure Shipping Guarantee

We guarantee delivery of your order. If your product is lost or damaged during transit, a full refund of the amount paid will be issued. Shipments are insured against loss and include online tracking.

If your order is not delivered within 50 business days from the shipment date, you will receive a full refund.

Note: You may receive your order in multiple parcels, as items may ship from different warehouses or logistics partners. Receiving separate shipments is completely normal.

3. Order Tracking

Orders are shipped using trusted courier services. The tracking number will be sent by email within 3–5 business days after payment confirmation, along with instructions on how to track your shipment.

Track here anytime: Track your order.

4. General Conditions

4.1 Correct Shipping Address

Please ensure you enter a correct and complete shipping address at checkout. ELANE ships only to the address provided and cannot be held responsible for delivery issues resulting from incorrect or incomplete addresses supplied by the customer.

4.2 Recipient Availability

Please ensure someone is available to receive the parcel at the delivery address. If the courier attempts delivery and the recipient is unavailable, typically:

• up to three delivery attempts may be made; and/or
• a notice may be left and the parcel may be taken to a pickup point or courier depot (depending on the service used).

If collection applies, you generally have 7 consecutive days to collect the parcel. After that, it may be returned to the sender.

If a parcel is returned due to non-collection, we may—at our discretion—arrange a reshipment or issue a refund once the return is received. Additional shipping/handling fees may apply based on courier rates, to the extent permitted by law.

4.3 Incorrect or Incomplete Address

If delivery cannot be completed due to an incorrect or incomplete address provided by the customer, the parcel may be returned and no further delivery attempts will be made to that address.

You may request a reshipment (after confirming the correct address) or a refund. If reshipment is required due to customer error, we may deduct any shipping or handling charges billed by the courier, where permitted by law.

Contact

Questions about shipping? Email us at support@elane.com.