Things You Need to Know
Secure Payments
We prioritize your security with industry-standard SSL encryption to protect your personal information. Sensitive data such as your name, address, and card details are encrypted and can only be read on our secure server.
Payment Options
- Accepts Credit Cards
- Various Payment Methods
- Prices Include VAT
- Easy Ordering Process
When will my order ship?
After placing your order and verifying payment, please allow 1-2 business days for processing and shipping. During peak periods, dispatch may take up to 5 business days.
How can I change or cancel my order?
To change or cancel your order, please contact us immediately. Once your order has been processed, we are unable to make any changes or cancellations.
What does “Unfulfilled” mean?
"Unfulfilled" indicates that we have successfully received your order. Once it is processed and shipped, you will receive a tracking number and the status will change to “Fulfilled.”
How do I return an item?
If you are not satisfied with your purchase, contact us within 3 days of receiving your order to return it. Any brand new product can be returned for a full refund. Provide your order number and reason for return to Customer Support, who will guide you through the process. Note that shipping charges are non-refundable.
Will shipping costs be covered for returns?
All return shipping fees and other miscellaneous costs are the customer’s responsibility.
What should I do if I receive a defective, incorrect, damaged, or missing item?
Contact us within 30 days of receiving your order if you receive merchandise that is defective, incorrect, damaged, or missing. Include your order number, photographs of the items, and all related references. We will resolve your issue as quickly as possible.
How long is the return process and when will I receive my refund?
Returns are processed within 5 business days of receiving the returned item. You will receive a confirmation email once your return is processed. Refunds are credited to your original form of payment. For credit or debit card payments, refunds will be sent to your card-issuing bank within 1-5 business days after processing.
What should I do if my package never arrives?
Although rare, delays can occur due to the global pandemic impacting worldwide shipping and logistics. If your package has not arrived within the specified shipping times, please contact us, and we will assist you.
Contact Us
For any inquiries or assistance, please reach out to us at: info@ellumilex.com
