Frequently Asked Questions
Find everything you need to know about shopping with Elsele, from shipping and returns to product care and customer support.
Orders
How do I know my order was received?
After placing your order, you should receive an order confirmation by email. If you do not see it, please check your spam or junk folder.
Can I change or cancel my order?
Contact us as soon as possible. We will try to assist, but changes cannot be guaranteed once processing or dispatch has begun.
I entered the wrong delivery address. What should I do?
Contact us immediately at contact@elsele.com . Address changes may no longer be possible once the order has entered dispatch processing.
Shipping & Delivery
Where does ELSELE ship?
Available destinations and shipping options are shown during checkout.
How much does shipping cost?
Shipping costs depend on your destination and available delivery service. The applicable amount is shown before you complete your order.
Can I track my order?
Where tracking is available, tracking information is provided after your order has been dispatched.
See our Shipping & Delivery page for further information.
Returns & Refunds
Can I return my order?
Eligible returns are handled according to our return policy and any mandatory consumer rights applicable to your purchase.
Please see our Returns & Refunds page for details.
How do I exercise my right of withdrawal?
If a statutory right of withdrawal applies to your purchase, please follow the instructions on our Right of Withdrawal page.
What should I do if an item arrives damaged?
Contact us with your order number and clear photographs of the product and packaging so we can review the issue.
Payments
Which payment methods can I use?
The payment methods available for your order are displayed during checkout and may vary depending on your location.
Is online payment secure?
Payment transactions may be processed by independent payment service providers using appropriate security measures.
Products
Where can I find product details and dimensions?
Available product dimensions, materials, colours and features are listed on the individual product page.
Can the colour look slightly different in person?
Slight variations may occur because of lighting, photography, material characteristics and individual screen settings.
Can I contact you before placing an order?
Yes. Email us at contact@elsele.com and include the product name or link so we can assist you more easily.
We're here
to assist.
If you cannot find the answer you need, contact our customer care team.
CONTACT@ELSELE.COM ↗