You are not satisfied with your order ?
You can exchange or return any purchases within 14 days from the date of receipt. The item(s) must be returned in its(their) original packaging with the original purchase invoice.
How to return an item ?
If you wish to return an item, the simplest way is to send us an email at email@example.com with your order number and the name of the item you wish to return. Returns are free of charge for France and at the customer’s expense for other countries.
What are the delivery times ?
Orders are processed during business days (Monday-Friday, 10am-5pm). Deliveries are handled by Fedex (for International) and UPS (for France and the European Union).
For France, deliveries are carried out by UPS Standard, delivery guaranteed within 48 hours.
For Paris and inner suburbs, you can select the 4 hours courier delivery option for 25€ if you order by 3pm (Monday to Friday only).
What are the shipping costs ?
Shipping costs depend on the shipping address and the delivery option chosen. The shipping costs appear once you validate your shopping bag and before the payment page. Shipping is free for France for every purchase above 250€.
What about my shipping address ?
For all the orders made on the website you will receive an email indicating the shipping address you provided.
The shipping address of your order can also be seen on your ELLOZZE’s account.
How can I change my shipping address ?
You can change your shipping address in your ELLOZZE’s account address book.
The new address can also be indicated after your shopping bag is confirmed.
Please note that you will not be able to change the shipping address once your order has been placed.
Is it possible to track my order ?
Yes, you can track your order. Once your order has been shipped, you will receive an email which will include a link to track your order through the carrier.
Your tracking number is also indicated on your ELLOZZE’s account on your order’s page.
When you click on the number, you will be redirected to the carrier’s website to follow the delivery.
What can I do if my package is damaged ?
When your order is delivered, if you estimate that the packaging is damaged, please contact our Customer Service that will proceed to an enquiry with the carrier.
Should I pay the duties, taxes and custom fees ?
Any order placed on the website and delivered outside France may be subject to possible taxes, duties and customs fees which are due once the parcel arrives at its destination. These customs duties and taxes related to the delivery of an item are payable by the customer and are his/her responsibility.