FAQ - Frequently Asked Questions
Order & Payment
What payment methods do you accept?
We accept payments by credit card (Visa, MasterCard, American Express) as well as via PayPal . All transactions are secured using an advanced encryption protocol.
Can I change or cancel my order after purchase?
Our orders are processed quickly to ensure fast shipping. If your order has not yet been shipped, we can modify or cancel it. Contact us as soon as possible via contact@ellevitals.com . Once shipped, no modifications or cancellations will be possible.
Can I get an invoice?
Yes, an invoice is automatically sent by email after your order is confirmed. If you can't find it, please check your spam folder or contact us.
Delivery
What are the delivery times?
Our delivery times include:
- 1 to 2 business days for order processing.
- 6 to 8 working days for delivery.
Which countries do you ship to?
We deliver to France, Belgium, Luxembourg, Switzerland, Spain, Germany, Italy, Netherlands, Austria, Portugal and Great Britain .
What are the delivery costs?
- Free delivery from 70 € of purchase .
- For orders under €70 , a fee of €5.20 applies.
How do I track my order?
Once your order has been shipped, you will receive an email containing a tracking link allowing you to follow the progress of your package in real time.
What should I do if my package is lost or late?
If your package appears to be delayed or lost, please contact us immediatelyat contact@ellevitals.com . We will open an investigation with the carrier to find a quick solution.
Returns & Refunds
What is your return policy?
You have 30 days after receiving your order to return an item to us if you are not satisfied. Items must be unused , in perfect condition and in their original packaging .
How to make a return?
- Contactus at contact@ellevitals.com with your order number and reason for return.
- We will send you instructions and the return address.
- Once the item is received and inspected, we will process the refund within 7 business days .
Are return costs covered?
Return costs are the responsibility of the customer , except in the case of an error on our part or a defective product.
Can I exchange an item?
We do not offer exchanges. If you want a different model, return the item and place a new order.
Products & Quality
Are your products guaranteed?
All our products are designed with high quality materials and undergo rigorous inspection before shipment. If you receive a defective item, please contact us within 48 hours after receipt with photos of the problem for prompt handling.
How do I maintain my furniture and decorative objects?
Each product has a sheet detailing the maintenance recommendations. To extend their lifespan, we recommend:
- Wood : Clean with a soft, slightly damp cloth.
- Glass & metal : Use a microfibre cloth and a suitable product.
- Fabric & Velvet : Gentle vacuuming and cleaning with a damp cloth in case of stains.
Customer Service
How can I contact customer service?
Our customer service is available by emailat contact@ellevitals.com . We promise to respond within 24 to 48 business hours .
Why hasn't my email been answered yet?
If you do not receive a response within 48 business hours , please check your spam folder. If necessary, contact us again using the same thread to avoid any delay in processing.
How to be informed about new products and promotions?
Subscribe to our newsletter to receive exclusive new collections, special offers and decor inspirations.