Ordering Online

What do I do if I have forgotten my password?

You can contact our customer care team by email at customercare@elleme.com, we will assist you with a new password. Alternatively, you can press My account/ Sign in/ Forgot your password? An auto-generated password will then be sent to your registered email address

How I will know if you received my order?

When you place an order on elleme.com, an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please contact our customer care team and we will send you the order details.

Do I need to set up an account to order something online?

You don’t have to set up an account to shop with us, but we recommend that you do. It is fully possible to check out as a guest, but if you register an account you can track your order, register returns and save information which will make it easier to check out next time you order with us.

How do I cancel my order?

You cannot cancel your order yourself, but we can of course help you. The order can only be cancelled before it has shipped. After that, we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancelled after the order has shipped, you must instead return for a refund.

I’ve added the incorrect shipping address/ telephone number, how do I change it?

You must contact our customer care team to change your shipping address. The shipping address can only be changed before the order has shipped. Unfortunately, you cannot update your shipping address yourself after the order has been placed.

From where do you ship?

All our orders are shipped out from our warehouse in Paris, France.

Shipping and delivery

How do I track my order?

As soon as your order is shipped from our warehouse, you will receive a shipping confirmation email with your tracking number. You can check the delivery with the tracking number.

How many days does it take for my order to arrive?

Shipping usually takes between 3 to 5 business days, depending on your country, but may take up to 7 days for some destination.

How do I collect my order?

Most international orders are shipped with DHL and require a signature upon delivery. DHL usually operates between 9 am to 6 pm on business days. Orders to Canada, China and Russia are shipped with France's National Post, La Poste.

Is my package insured?

All items are insured against theft and accidental damage whist in transit from Elleme to the shipping address. Once your items have been delivered to the specified delivery and signed for, they are no longer covered by insurance.

When will I receive my order?

As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number. The regular transit time is between 1 to 4 business days, and the estimated delivery time depends on your destination country.

Where does Elleme deliver?

We offer free shipping worldwide. At checkout you will be able to inform us your delivery address.

Can I collect my order in store?

Yes, please complete the shipping address of your order with one of our boutique address. And contact our customer care team by email, customercare@elleme.com, we will assist you.

If I choose to collect my order in-store, what should I bring?

Please bring your order number and credit card used for the purchase.

Can I ship my order to another country?

You can ship your order to another country, different from your billing address. Please kindly provide all shipping information of your order at checkout.

How much do I pay for shipping?

We offer free express shipping worldwide.

Payment

What payment methods does Elleme accept?

We accept American Express, Mastercard, Visa and Paypal.

Is it safe to use my credit card online at Elleme?

Your personal online security is very important to us. To help ensure your shopping experience is safe, simple and secure we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. When placing an order, you can immediately check the security validity by clicking the VERISIGN logo at checkout. To ensure your information is kept private, we do not process or store any payment information in our database.

In which currency will my purchase be made?

You can choose to complete your purchase in Euro or USD.

Can I save my card details?

If you place an order with us, you can choose if you wish to store your credit card details. The payment details are stored only by our payment service provider and we will not be able to see the details, they are fully encrypted. We recommend storing card details if you want a smoother checkout the next time you order with us.

Why was my payment declined at checkout?

If your order attempt was declined, this can often be due to your bank. We suggest that you contact your bank or card-issuer to ask if they have applied any limits to your card.

Pre-Orders

When will my pre-order ship?

The estimated shipping date is indicated on the product page and during the checkout process. If you place an order for a pre-order items and an in-stock items, you will receive separate shipments and shipment confirmation when each item is dispatched.

When will I be charged?

You will be charged in full when you place the order.

What if I want to return a pre-order item?

Our regular return policy applies to pre-order items. You will have 15 days from when you receive your order to return it.

Returns and Exchange

How do I return or exchange an item?

We offer refunds or exchanges within 15 days from the delivery date of your order. In order to receive a full refund, the item must be returned in its original condition with original labels and packaging. Please contact our customer care team at customercare@elleme.com, let us know your order number and reason for return. We will prepare the pre-paid waybill to you.

Can I return or exchange my online purchase at an Elleme store?

You may return or exchange items purchased on elleme.com to our physical stores in Paris. Please bring your original online order number with you when making a return or exchange. All returns/exchanges must be made within 15 days from reception and our regular return conditions apply.

I cannot find a return label in my box, what do I do?

If you want to return your purchase, please email our customer care team within 15 days from your order's delivery, with your order number.

When do I get my refund?

It takes 3-5 business days upon reception of your returned item, before you can see the refund back in your account, depending on your bank/ credit card/ form of payment.

Customer Service

How do I receive the latest information from Elleme?

Sign up to our newsletter and we will send you the latest news.

How do I contact Elleme customer care team?

You can contact us by email at customercare@elleme.com

How can I get my Elleme bag serviced?

All our bags are guaranteed 1 year for manufacturing defect, please contact us at customercare@elleme.com

I can’t find a certain item in your webshop, is there any chance I may find it elsewhere?

The best way to get a hold of items that are not available in the webshop is to contact us, and we will be more than happy help you locate it at one of our stockists.

Order and Tracking

Can I change or update my order?

An order cannot be changed once the merchandise has been processed by our warehouse. Before our warehouse processed your order, it is possible to make modifications to it. Please contact us as soon as possible at customercare@elleme.com

When will my order be shipped?

Your order will be fulfilled within one to three business days. Our warehouse operate Monday to Friday.

Can I add items to my order?

Additional items must be handled as a separate order. To improve the chances of receiving all items in the same shipment, please let us know about your orders as soon as possible by contacting us at customercare@elleme.com