FAQ
Eselence FAQ
SHIPPING, SHIPPING COSTS
Which countries do you ship to?
We ship only to the following European countries:
Austria
Belgium
France
Germany
Spain
Italy
The Netherlands
Portugal
Hungary
How can I follow my order?
Tracking is provided for all shipments, and is sent to the customer's email address after the package has been delivered to the courier company.
For each shipment, we provide a link via email, which you will receive within 1-3 days after placing your order. You will find a tracking option on the website of the courier company.
If you do not receive the tracking number within 1-3 days, please check your spam.
What are the delivery costs?
The delivery is free.
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 for information purposes only, may actually differ.)
What delivery partners do you use?
GLS Economy
DHL Economy
FedEx Economy
Dpd Economy
Why can't I choose a delivery partner?
We work with several different delivery partners so we always choose the one that suits you best.
Is there an option for express delivery?
Unfortunately we are unable to deliver your order as an express package.
How can I change the delivery address?
If you find an error in your personal data after placing an order (e.g. the delivery 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 delivery address.
Please double check and enter your delivery details correctly, as we are unable to change the delivery address for packages already in transit.
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 receiving slip 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 slip, 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.
What do I need to know about customs?
Ordering from outside the EU may incur additional costs (Customs, VAT).
All customs duties and additional costs are the responsibility of the buyer.
PAYMENT
In what currency are the prices indicated on the website?
All prices are indicated in Euro.
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.
What payment options are available?
- Bank transfer: In case of advance money transfer, you must transfer the purchase price of the product(s) and the delivery fee to our account. We’ll deliver your order as soon as possible. After that you no longer have any payment obligations.
Bank: 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.
- Revolut online credit card payment: Visa, Mastercard
DISCOUNTS
What discounts are available?
By collecting and using discount points, you can buy the product you want cheaper.
Registration is a prerequisite for using any discount.
Can I use my points for all products?
You can use your points on all products except the special offer products.
How can I collect points and how many do I get?
- Registration (one time opportunity): 100 points
- Daily access: 6 points
- Newsletter subscription (one-time opportunity): 100 points
- Shopping: 1 point for every euro spent
- Product reviews (only for your own purchases): 5 points
- Product review with picture and comment (only for your own product purchased): 10 points
When will I get my points?
- Immediately after registration
- Immediately after daily login
- Immediately after subscribing to the newsletter
- Within 24 hours after purchase
- In case of product review (only for your own purchases): Within 24 hours after sending in the review
- In case of product review with picture and comment (only for your own purchases): Within 24 hours after sending the picture and comment
How many points equal a 1 Euro discount?
You can redeem 1 Euro for 100 points.
Where can I see how many points I have?
After log in, you will find “My points” in the top right-hand corner of the drop-down menu
How long are my points valid for?
Your points are valid for 30 days from the date of acquisition.
Where can I check how long my points are valid?
Expiry date of your points are shown under My points in the menu.
Do my points disappear after I make a purchase?
Yes, after purchase your points will disappear because you have used them.
How many points can I redeem at once?
You may use up to 1500 points per product or up to 40% of the product per day.
I placed my order with points/discount but I changed my mind and I don't want to use my discount. Can I still cancel it?
When you use points to make a purchase, we are not able to change the product you bought with the discount.
How should I/can I use my points?
You can redeem your points on the checkout page.
I posted a review but I didn't get any points. Why?
You probably used/written down obscene terms that we cannot display.
MY ACCOUNT
How do I sign in to my own account?
After registration, click on Log in/Registration in the top right corner of the page
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.
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.
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.
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.
PLACING AN ORDER ORDERS
Can I cancel my order?
Yes, you can cancel your order.
If it is not within the hour of placing it please indicate your cancellation to support@eselence.com.
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.
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.
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.
WARRANTY AND CUSTOMS
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 (in case the product consists of several pieces). When you receive your order please do not try them 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
Products eligible for exchange and cash back:
Bags, handbags, travel bags: 24 months warranty
Products only eligible for cash back, not for exchange:
BDSM devices: 12 months warranty
Sexual aids and accessories: 12 months warranty
Erotic clothing and accessories: 12 months warranty
Sex toys: 12 months warranty
Sex gifts: 12 months warranty
Accessories for sex products: 12 months warranty
In case 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:
- Re-order the product with the right price
- 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.
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 receiving 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 on 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 itself 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 Request Form from Eselence.com, complete the sections that apply to you, and email it to support@eselence.com. We are unable to accept products returned before the form is completed.
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.
Report the defect within 24 hours of receiving the item.
- Exchange request: Download the Eselence Exchane Request Form from eselence.com, fill out the sections that apply to you then send it to support@eselence.com.
- 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.)
- 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!
What do I do in case of a defective/damaged/missing item?
If you received damaged or incomplete products upon arrival, please notify us by email or on the website within 24 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 receiving 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 7 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.
I didn’t get what I ordered. What should I do?
If we ship the wrong product to you by mistake, you must notify us within 24 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 please contact us within 24 hours of receiving the package. 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 we’ll 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.
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.
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.
Download the form applicable to you from Eselence.com, and complete the sections that apply to you. We are unable to accept products returned before the form is completed. You will be notified about how to resolve the problem within 7 days of submitting the form .
Return address:
Germany
Dway Handel und Reisen Ug.
33142 Büren
Schumanstr. 24.