Which countries do you ship to?
Within the EU and to Switzerland.
Can the delivery address differ from the billing address?
Yes. In the checkout it can be specified that the billing and delivery address are different. Once this option is selected, an additional billing address can be included.
Which shipping service providers will the package be sent with?
Shipping is currently done with DHL.
Where is your package?
As soon as a package is shipped, you will receive an email from us with the tracking number and a tracking link. If you can't find the tracking number anymore, please contact us via chat or contact form.
How to place an order?
Add the quantity and variety of Ellānce products to your shopping cart that you would like to order. To place a product in the shopping cart, click on the "Add to shopping cart" button on the relevant product page.
Can I change or cancel an order?
We do our best to dispatch orders as quickly as possible. If you wish to cancel or change an order, please contact us as soon as possible. As long as the products have not yet been shipped, we are happy to change or cancel orders.
Is a customer account required to order?
No, you can also order as a guest.
I need an invoice.
The invoice will be sent automatically by e-mail after an order has been received. If you have not received an invoice, please contact us via chat or the contact form.
Which payment methods are accepted?
We currently offer the following payment methods for orders: Klarna: (purchase on account, immediate transfer and installment purchase).
Payment by invoice
We offer purchase on account through our partner Klarna. Conditions of purchase on account can be found at Klarna. The payment period is 14 days from the dispatch of the goods. The billing conditions can be found here .
Payment by "Sofortüberweisung"
We offer instant transfer as a means of payment via our partner Klarna. Conditions of Klarna Sofortüberweisung can be found here . The account is debited immediately after placing the order.
Use of promotional vouchers and discount codes
The discount code is entered during checkout. To do this, enter the discount/promotional code in the input field provided and click on "Apply". As soon as you have clicked on "Apply", it will be automatically checked whether the code is valid. If the code is valid, the discount will be added automatically. If the code is not valid, you will see a corresponding message in the input field.
How can I get in touch?
You can reach us via the contact form or via chat. You can find the chat on the website at the bottom right. We will reply as soon as possible.
I have suggestions or feedback.
Please use the contact form to send us feedback, criticism or praise. We take feedback and suggestions from our customers seriously and will get back to you as soon as possible.