FAQ

SHIPPING, SHIPPING COSTS

1. Which countries do you ship to?

We ship to the following European countries:

Austria

Belgium

France

Germany

Spain

Italy

The Netherlands

Portugal

Hungary

1.1 How can I follow my order?

You will receive an email with the parcel tracking number after we gave your order to the courier.

2-3 days after you submitted your order, you’ll receive an email with a link to the courier’s website. There you’ll be able to track your order. In case you don’t receive the email within 3 days, please check your spam.

1.2 What is the delivery time?

Within the EU, the average delivery time is 4-5 working days, but you will receive your order within 14 days. (The delivery times are only for information purposes only, may actually differ.)

1.3 What if there’s an error in pricing?

In case of low pricing due to the error of our company, we will contact you and you may choose from the following two options:

  1. Re-order the product with the right price
  2. Cancel your whole order

If we don’t receive your answer within the following 14 days, then your order will be canceled and all payments related to that order will be refunded and transferred back to your bank account.

1.4 I ordered multiple products, but not all of them arrived. Why?

We ship from several different warehouses. If you order more than one product, they may arrive separately on different days.

1.5 I want to return a product. What shall I do?

Once you receive your order, you have 14 days to return the product to Dway Handel und Reisen ug.

Dway Handel und Resien ug. will consider the right of withdrawal to be exercised on time, in case you declare your decision to return the product before the expiry of the time limits specified above.

You are only liable for the amortization of the products as a result of the necessary measure in order to assess the nature, the characteristics, and wear of the item. This means that the customer may try or try on the product, but the use may only be to the extent of getting to know the properties of the product. Above that the customer is responsible for any excess amortization. In the case of footwear, it is enough to try the product indoors. Wearing it on the street is already considered use beyond what is necessary. In the case of bodies, underwear or swimwear it is not possible to return or exchange the products due to hygienic reasons.

Return address:

Germany

Dway Handel und Reisen Ug.

33142 Büren Schumanstr. 24.

1.6 Why can’t I choose the courier?

We work with several different shipping partners and always use the best possible option for your order.

1.7 Is there an option for express delivery?

Unfortunately we are unable to ship your order as an express package.

1.8 What should I do if I’m not at home during the delivery?

Please provide a delivery address where the courier can deliver the package. If the courier is unable to complete the delivery because no one is present at this address, you will receive a calling card and you’ll be asked to contact the courier partner directly to arrange another delivery.

If you don’t get in touch with the courier company within 2 days of receiving the calling card, the package will be returned to the depot and a delivery fee will be charged for this order.

Once the package is delivered the risk of damage or loss of products rests with the recipient.

1.9 How can I change the delivery address?

If you find an error in your personal data after placing an order (e.g. the shipping address) please let us know by email within 1 hour, in which case the delivery address can still be changed.

When completing an order the delivery will be made to the specified shipping address.

Please double check and enter your delivery details correctly, as we are unable to change the delivery address for packages already in transit.

1.10 What are the shipping costs?

The delivery is free.

PAYMENT

2. I need the invoice. When and how do I get it?

All invoices are issued electronically, and they’ll be sent to the email address provided for your order within 5 working days of receiving payment.

2.1 In what currency are the prices indicated on the website?

All prices are indicated in Euro.

2.2 What payment options are available?

  1. PayPal: We’ll redirect you to PayPal for an easier payment.
  2. Bank transfer: In case of advance money transfer, you must transfer the purchase price of the product(s) and the delivery foo to our account. We’ll deliver your order as soon as possible. You no longer have any payment obligations.

Bank details:

Sparkasse

Beneficiary: DWAY HANDEL UND REISEN UG, HAFTUNGSBESCHRÄNKT

Iban: DE02 4765 0130 1010 0617 84

BIC or BLZ: WELADE3LXXX

In the notification field please (only) indicate the order number. Failure to do so or indicating more data may result in the delay of the execution of the order.

  1. Revolut online credit card payment: Visa, Mastercard

2.3 What should I do if I haven’t received the invoice?

If you don’t receive an invoice by email within 5 working days of payment (please also check your spam folder), please email support@eselence.com with the product number.

2.4 I was unable to complete the payment process. What should I do?

Please contact us at support@eselence.com.

RETURN AND EXCHANGE

3. Can I request an exchange?

You are entitled to exchange a product purchased in the webshop, to request a change in size or to purchase up to the amount of the price of the product (hereinafter collectively: exchange) within 14 calendar days from the receipt of the product at the postal address of the company issuing the invoice. Exchange is only possible for products not yet used.

If you request an exchange for another item, the current prices are authoritative. In case of requesting an exchange if you wish a direct exchange of the item but in a different size or color, please indicate the requested size or color on the exchange request form, but before that please contact our customer service for the availability of the required size or color (do NOT place a new order). If you require another item, please indicate the article number and name of the product (found in the product data sheet in the webshop) and the required size on the exchange request form. In the event that the purchase price of the requested replacement item is higher than the purchase price of the item to be replaced, you have to pay the difference in the previously agreed upon payment method from the eselence webstore.

You need to return the unused product and all its accessories in complete and undamaged condition, including the accessories in the packaging, the packaging and the original invoice. In the absence of these, the provider will not take back the item for exchange. You shall bear the costs of returning the product to the provider by post or courier service. However, the delivery of the replacement product is free of charge.

You may request the exchange simultaneously by sending the product to the provider by post. When returning the product by post, please do not send the package via registered mail or cash-on-delivery form, because in our experience only the coupon will be delivered for the registered items (not the package) and we will not be able to go to the post office to pick up the package. You will also receive confirmation of the delivery of the plain shipment in the mail. You have 14 calendar days to return the item from the receipt of your order. Please send the returned item(s) to Dway Handel und Reisen Ug. Germany 33142 Büren, Schumanstr. 24. Do NOT send via cash on delivery! We are unable to accept a cash-on-delivery package. Download the Product Replacement/Defective Product Notification Request Form from Eselence.com, complete the sections that apply to you, and email it to support@eselence.com. The customer has to pay for the return of the product(s) to be replaced. If you have any questions please contact us: support@eselence.com

3.1 Is there a warranty on the items sold on the website?

We attach a VAT invoice or receipt to each item. These are the sole basis of the warranty.

You can claim the warranty under the following conditions: Unused, unwashed and unworn with all original tags, receipts and intact packaging, with complete stock (provided the product consists of several pieces). When you receive your order please do not try immediately, first make sure that the purchased product is intact, complete and fits together (all pieces are the appropriate size).

Not eligible for exchange:

Discounted items

Declared goods

Underwear

Panties

Bras

Underwear

Swimwear

Bodies

Report the defect within 72 hours of receiving the item.

  1. Exchange request: Download the Eselence Exchane Request Form from eselence.com, fill out the sections pertinent to you then send it to support@eselence.com.
  2. After we confirmed your request by email, please mail the package to Dway Handel und Reisen Ug. Germany 33142 Büren, Schumanstr. 24. (We are unable to accept parcels sent by cash on delivery.)

The package has to contain: the purchased item(s) you want to replace, with label(s) in its original packaging. (We are unable to take back washed or worn items, or products with missing labels. Also items that become damaged, dirty or wrinkled after the receipt of the package. All of our products are thoroughly inspected prior to shipment and carefully packaged.)

  1. We’ll send you the replacement within 5-7 working days for items already in stock. If the replacement you have selected is not in stock, we’ll let you know when the delivery time of the replacement item is expected via email, and you’ll receive a confirmation email.

If you ordered the wrong item, you are eligible for the replacement warranty.

The following are considered an accidental or unwanted purchase:

if you didn't order what you needed

if you have used the wrong product ID

if you have bought more than you need. In this case, we can only replace the unopened item with the original packaging! Its value will be deducted from the price of another product on request.

 You have to pay the shipping costs back and forth in the above mentioned cases.

The following is not considered a wrong purchase: If we made a mistake and shipped something else than what you ordered. In this case, we will bear all costs to correct our error!

3.2 What do I do in case of a defective/damaged/missing item?

If you receive damaged or incomplete products upon arrival, please notify us by email or on the website within 72 hours of receiving the package. It does not cover damage caused by accidents, negligence, improper use or normal wear and tear. Certain consumables, such as non-rechargeable batteries, will be replaced if they do not work at the time of delivery, and others (such as regular batteries) do not need to be replaced during “normal” use.

You must return the product marked as damaged/defective no later than 7 days from the receipt of the package.

Products marked defective will be inspected upon return. If the defect is proven, we will replace the item within 14 days at no additional cost and will refund the shipping cost incurred during return.

If for some reason we are unable to replace the item (for example due to the discontinuation of one product), you’ll have the option to choose another product in the same price category or request a refund.

If we find that the returned item is not damaged, we will notify you in writing within 14 days. You’ll receive a refund or exchange offer for the original item, in which case you will bear the shipping cost and no return delivery fees will be refunded.

We bear no liability for damage occurring during the transfer from a third party to the end user.

3.3 I didn’t get what I ordered. What should I do?

If we ship a defective/damaged product to you by mistake, you must notify us within 72 hours and include a picture of said item.

If you want to return the product for exchange, it must be in accordance with our refund procedure (see above).

You are free to keep the product if you are satisfied with it and any difference in value will be refunded to us, conversely if the price of the product is higher than the original item’s, the difference will be returned to you.

If we deliver extra items to you by mistake, you must notify us immediately via email. You must return these additional items to us according to the refund procedure. Once we receive the extra items, we will refund the shipping cost to you.

If you do not notify us of the receipt of the additional items and start the return procedure, you’ll be in possession of products for which you have not yet paid, and every item must be paid for in full. As soon as you receive your order, please check that you have received what you wanted, or if it is damaged or incomplete. If you notice an error within 72 hours of receiving the package, please contact us. If this doesn’t happen, we will consider the package to be correct.

Individual monitor settings that may cause the discoloration of the product should not be the subject of complaint or return.

We will inform you of our decision and how to handle the complaint within 14 days.

Please note that as mentioned above, if you receive a damaged product, contact us via email and we will advise you on the further process. If possible, we will ask for photographic evidence of the damage first, so please do NOT send it back immediately. We are unable to accept a returned product without prior consultation and in this case there is no refund.

Items must be returned in their original packaging and unused condition.

3.4 Is there a refund option?

Yes, if you do not want to take advantage of the exchange warranty, you can request a refund by emailing support@eselence.com and we will refund you within 14 days by bank transfer.

PLACING AN ORDER

4. Can I cancel my order?

Yes, you can cancel your order within one hour of placing it, please indicate your cancellation to support@eselence.com.

4.1 Why didn’t I receive a confirmation email about my order?

After placing an order, our system will send you an automatic confirmation message, but our emails may be classified as spam by your email provider (please check your spam folder first). In case you cannot find it, please email us at support@eselence.com to make sure your order is in our system.

4.2 Why got my order cancelled?

In case of an open order (if the product remains in the cart) we will notify you by email twice. 48 hours after placing your order and 5 days after placing your order. Please also check your spam folder.

Due to the wide range of operations involved in the continuity of stock supply, we cannot guarantee that all items will be available at all times. If the purchase price does not show up on our account after 14 days, your (open) order will be canceled.

4.3 How do I know what currency conversion rate you are working with?

Currency is always converted at the current daily exchange rate.

4.4 Why did an item disappear from my cart?

The items placed in the cart and not ordered will be deleted after 5 calendar days.

4.5 I have placed several orders in a row. Can these be combined?

Orders cannot be combined, however they do not incur any additional costs, because the shipping is free.

4.6 Can I change my order after placing it?

Yes, within 1 hour of placing your order, please email support@eselence.com with the reason of your request and the order number.

MY ACCOUNT

5. How do I sign in to my own account?

First you need to registrate and create an account. Then click on the Log In/Registrate link in the upper right corner. There, under Log in to Page, you need to fill in your email and password, click on the Log in button, and it’ll redirect you to your account.

5.1 Where can I check my account information and my order details?

After logging in to your account click on Your Profile in the upper right corner. Under the Order History you’ll find your details and orders.

5.2 Where can I find my customer number/account number?

You will find the customer number in your Order History menu (after logging in to your account) or in the confirmation email you receive after every order.

5.3 My name/address has changed. What should I do?

You can change your personal information by clicking on Your Profile in the upper right corner of the Account Balance menu.

5.4 I forgot my password. What should I do?

Click on the Log in/Registration tab in the upper right corner and enter your email address on the Forgotten Password tab. You’ll receive an email to this address containing your new password.