Frequently Asked Questions (FAQ)

Here you can find answers to the most common questions about orders, shipping and our store.

1. Where do you ship from?

Our products are shipped directly from our international fulfillment partners. This allows us to offer fair prices and a wider range of products.

2. Which countries do you ship to?

We currently ship to most countries within Europe. If shipping is not available to your address, this will be shown at checkout before you complete your order.

3. How long does delivery take?

After your order is processed and shipped, delivery within Europe usually takes 7–15 working days. During busy periods, holidays or due to external factors (customs, local carriers, weather), delivery may take up to 20–25 working days.

4. How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email with tracking details (where available). You can also use our Track Your Order page to follow the status of your shipment.

5. What are the shipping costs?

Any applicable shipping fees are calculated and shown at checkout before you complete your purchase. In some cases we may offer free shipping promotions, which will be clearly indicated on our website.

6. Will I have to pay customs or import fees?

Depending on your delivery country and local regulations, additional customs fees, import duties or taxes may apply when your order arrives. These charges, if any, are the responsibility of the customer.

7. Can I change or cancel my order?

Because we start processing orders quickly, changes or cancellations are only possible shortly after placing the order. If you need to modify something, please contact us as soon as possible at info@eleza.co and include your order number. We will do our best to help, but we cannot guarantee that changes are always possible.

8. What should I do if my order is damaged or incorrect?

If your order arrives damaged or you receive the wrong item, please contact us with photos and a short description of the issue. We will review your case and, where applicable, arrange a replacement or another suitable solution in line with our Return & Refund Policy.

9. I have not received my order yet. What should I do?

First, please check the tracking information and any delivery notices from your local carrier. If your order has not arrived within 25 working days after dispatch, contact us at info@eleza.co with your order number so we can investigate.

10. Which payment methods do you accept?

Available payment methods are shown at checkout and may include common options such as card payments or local payment solutions. All payments are processed securely via our payment provider.

11. How can I contact customer support?

For any questions about products, orders or our policies, you can always reach us at info@eleza.co or via the contact form on our Contact page.