Shipping Policy

This Shipping Policy explains how and when your order is processed, shipped and delivered. By placing an order at Eleza, you agree to the terms outlined below.

Shipping regions

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.

Order processing time

After you place an order, it is processed and handed over to our shipping partner within 1–3 working days (Monday–Friday), unless otherwise stated on the product page.

Estimated delivery times

Our products are shipped directly from our international fulfillment partners. Typical delivery times are:

• Europe: usually 7–15 working days after dispatch

During busy periods, holidays or due to factors outside our control (e.g. customs, local carriers, weather conditions), delivery may take up to 20–25 working days.

These timeframes are estimates and not guaranteed delivery dates, but we always do our best to ensure your order arrives as quickly as possible.

Tracking your order

Once your order has been shipped, you will receive a shipping confirmation email with a tracking number (where available). You can use this tracking number to follow the progress of your shipment.

If tracking information appears with a delay, this is usually due to the local carrier or a short processing delay at the logistics hub.

Shipping fees

Shipping costs, if applicable, are calculated and displayed at checkout before you complete your purchase. In some cases we may offer free shipping promotions; any such offers will be clearly indicated on the website.

Customs, taxes and duties

Some orders may be shipped from warehouses outside the European Union. Depending on your delivery country and local regulations, additional customs fees, import duties or taxes may apply upon arrival.

Any such charges are the responsibility of the customer. We recommend checking your country’s import rules if you are unsure.

Incorrect address or failed delivery

Please make sure your delivery address is complete and correct when placing an order. We are not responsible for delays or failed deliveries caused by an incorrect or incomplete address provided by the customer.

If a parcel is returned to us due to an incorrect address or failure to pick up from a pick-up point, reshipping fees may apply.

Order not received

If your order has not arrived within the estimated delivery time, please first check the tracking information and any delivery notices from your local carrier.

If you still have not received your order after 25 working days from dispatch, contact us at support@eleza.co and include your order number. We will investigate the issue with our logistics partners and provide a solution.

Damaged or incorrect items

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

Contact

For any questions about shipping, feel free to contact us at support@eleza.co. We are here to help.