Frequently Asked Questions

When will my order ship?

Orders are typically processed within 24–48 hours (excluding weekends and public holidays). Once shipped, you'll receive a confirmation email with tracking.

How can I track my order?

After dispatch, you'll receive a tracking number by email. Use it to track your parcel on the carrier's website. Tracking can take 24–72 hours to start showing updates after the label is created.

How long does delivery take?

Delivery times vary by destination. Maximum delivery time is 30 days for all regions (as per Article 11 of our General Terms and Conditions).

Regional estimates (customs clearance may add 3-10 days):

• European Union: 7-14 calendar days
• United Kingdom: 7-14 calendar days
• United States & Canada: 10-18 calendar days
• Australia & New Zealand: 12-21 calendar days
• Other international: 10-21 calendar days

These are estimates and actual delivery may be faster. The most accurate estimate is shown at checkout for your specific location.

What if there are no tracking updates?

If there are no tracking updates for 30 consecutive days (applies to all regions worldwide), contact us. If eligible, you can request a refund or resend within 30 days after the 30-day period ends.

What are the shipping costs?

Shipping costs are calculated at checkout based on your delivery address. Free shipping may be available for qualifying orders and destinations (shown at checkout).

Can I change my delivery address?

Contact us within 24 hours at support@elegavia.com. Once processing or dispatch has started, changes may not be possible. If a parcel is returned due to an incorrect address, a re-delivery fee of $7 / €7 / £6 (depending on your region) may apply.

What if my parcel is delayed?

If delivery takes longer than the estimate shown at checkout, it's usually due to carrier congestion, customs processing, weather, or local delivery constraints. If your order appears stuck for an extended period, email us with your order number and tracking link.

What if my parcel is returned to sender?

If your parcel is marked "Returned to Sender" due to delivery issues (e.g., incorrect address, failed delivery attempts, refusal, or unpaid import fees), we can reship it once it is received back. A re-delivery fee of $7 / €7 / £6 (depending on your region) may apply. If you prefer, we can discuss refund eligibility depending on the situation.

Which currency will I be charged in?

Prices are shown in your local currency where available. You'll be charged in the currency shown at checkout. If local currency isn't available for your location, you'll be charged in our store currency.

Will prices change due to exchange rates?

If your payment involves currency conversion, the final amount can vary slightly due to exchange rates and payment processing rules. The exact total is always shown at checkout before you pay.

Which payment methods do you accept?

We accept major credit/debit cards and other secure payment methods shown at checkout. Available options depend on your country and currency.

Are there any hidden fees?

No. Your order total (items + shipping + any applicable taxes/duties if charged at checkout) is shown before you complete payment.

Will I have to pay customs duties or import taxes?

European Union customers:

• No customs duties within the EU Single Market
• VAT treatment may vary by member state
• No additional fees for intra-EU shipments

United Kingdom customers:

• Import VAT typically applies on orders over £135
• Customs duties may apply depending on product type and value
• Collected by carrier before or upon delivery

United States & Canada customers:

• De minimis threshold: US $800 / Canada CAD $20
• Orders above threshold may incur duties and taxes
• Carrier will notify you of payment required

Australia & New Zealand customers:

• GST applies on imports over AUD/NZD $1000
• Low-value imports may have GST collected by carrier
• Customs duties may apply on high-value goods

We ship under DDU (Delivered Duty Unpaid) terms - you are responsible for all import fees in your country.

What happens if I refuse to pay import fees?

If you refuse to pay required import fees:

• The package will be returned to sender
• You will NOT receive a refund for the original order
• A re-delivery fee of $7 / €7 / £6 (depending on your region) will apply if you want the item resent
• You remain responsible for the import fees
• We strongly recommend paying import fees to receive your order

Exception: If import fees are unexpectedly high or clearly incorrect, contact us immediately before refusing the package. We can help investigate.

What is your return policy?

We offer a 30-day return window from the delivery date. Some product categories may have restrictions for hygiene/safety reasons (see below). This policy does not affect any statutory consumer rights that may apply in your country.

How do I start a return?

Email us at support@elegavia.com with your order number and the reason for return. We'll send return instructions and authorization. If your country requires a specific return form or statement, we'll provide it.

When do I need to send the return after contacting you?

Once your return is approved, please ship the item within 14 calendar days as per Article 6 of our General Terms and Conditions.

Who pays for return shipping?

Return shipping is paid by the customer unless the item is defective or we made an error.

When will I receive my refund?

Refunds are processed after we receive and inspect the returned item. Processing time can be up to 30 days from receipt, depending on payment method and banking timelines.

Can I return opened products?

Returns depend on the product category. For hygiene and safety reasons, certain items may not be returnable once opened (for example: body care items, cosmetics, and products that come into direct contact with skin). Unopened items in original packaging can be returned within 30 days.

Do you offer exchanges?

We don't offer direct exchanges. To get a different item, return the original product (if eligible) and place a new order.

I received a damaged or defective item – what should I do?

Contact us immediately at support@elegavia.com and include your order number plus clear photos/videos.

Reporting timeframes (for fastest resolution):

• Standard products: report within 14 calendar days from delivery date
• Electronics: report within 7 calendar days from delivery date (especially for "dead on arrival" or performance issues)
• Fragile items (over $20 / €20 / £18): resolution may be limited depending on the damage type and evidence provided
• Fragile items ($20 / €20 / £18 or below): one-time compensation based on damage severity

Most claims are reviewed within 48 hours after we receive complete evidence.

Which issues are covered and what outcomes are possible?

• Full refund or replacement: items that are severely damaged and unusable
• Partial refund: multi-item orders where only part of the order is affected
• Case-by-case: minor defects (e.g., small marks, loose threads) that don't affect usage

Can I cancel my order?

Cancellation may be possible if your order hasn't been processed yet. Contact us immediately at support@elegavia.com. Because orders are processed quickly (24-48 hours), cancellation is not guaranteed once processing begins.

I want to file a complaint – what's the process?

Submit complaints within 7 calendar days of discovering the issue and include your order number and a detailed description. We will respond within a maximum of 30 calendar days.

When is after-sales support NOT available?

After-sales support may be unavailable in the following cases:

• Incorrect shipping address or incomplete customer details provided at checkout
• Refusal to accept delivery or repeated failed delivery attempts due to recipient unavailability
• Returns based purely on personal preference (change of mind) where the item is not eligible for return
• Minor defects that do not affect usage (handled case-by-case)
• Packaging or branding variations that do not affect product function
• Repeated claims for the same low-value fragile item (applies to items $20 / €20 / £18 or below) without new evidence
• Failure to provide required evidence (photos for regular items, videos for electronics, tracking screenshots where relevant)

Do I need an account to place an order?

No. You can check out as a guest – we don't require customer accounts.

How do I get order updates?

We send order and shipping updates to the email address you enter at checkout.

Is my personal data safe?

Yes. We use secure encryption and follow applicable data protection rules (including GDPR where relevant). For details, please see our Privacy Policy.

How can I contact you?

• Email: support@elegavia.com
• Business hours: Monday–Friday, 9:00 AM–5:00 PM (Central European Time, CET/CEST)
• International customers - time zone reference:
  • UK (GMT/BST): 8:00 AM - 4:00 PM
  • US East Coast (EST/EDT): 3:00 AM - 11:00 AM
  • US West Coast (PST/PDT): 12:00 AM - 8:00 AM
  • Australia East (AEST/AEDT): 7:00 PM - 3:00 AM (next day)
• Typical response time: 12-24 hours, maximum 30 calendar days

What information should I include when contacting support?

• Order number (if applicable)
• Detailed description of your question/issue
• Photos/videos (for damaged/defective items)
• Tracking screenshots or tracking link (for delivery issues)
• Your preferred contact email

Do you offer phone support?

Currently, we provide support via email only. This helps keep a clear record and typically leads to faster, more accurate resolutions.

What about electronics (headphones, speakers, small devices)?

For electronics, report any "dead on arrival" or performance issues within 7 days of delivery so we can resolve it quickly. Always include a short video showing the issue.

How are fragile items handled?

• Fragile items over $20 / €20 / £18: resolution may be limited depending on the issue type and evidence provided (for example, wrong-item claims are usually straightforward)
• Fragile items $20 / €20 / £18 or below: we may offer a one-time compensation depending on the damage and circumstances

Can I submit multiple claims for the same item?

We generally do not accept repeated after-sales claims for the same low-value fragile item ($20 / €20 / £18 or below) without new evidence. This helps keep support fair and efficient for all customers.