FAQ

All information and product benefits can be found on the product page. There, you'll find a brief product description, and if you scroll down the page, additional details highlighting the benefits, as well as images and other information, will be displayed. If you have any further questions, feel free to reach out to us; our customer support team will be happy to assist you.

Our shop carries a wide selection of products. Many of our items are seasonal exclusives and, once sold out, are unlikely to be restocked. Occasionally, an item in our regular inventory may be temporarily out of stock. We recommend checking weekly to see which items have been restocked. Our website may contain inaccuracies regarding availability. In such cases, an item or order may be canceled. We apologize for any inconvenience. Currently, we do not have a backorder system.

Your order will be processed and shipped during the week from Monday to Saturday. The processing time for your order is typically between 1 - 2 business days. Please note that orders are not shipped on Sundays. Orders take between 2-3 business days (US) and 5-7 business days (all other countries) to be delivered from the date they are shipped.

It depends on where you are. Orders shipped to the US or Germany will take 2-3 business days to arrive. All other deliveries can take anywhere from 5-7 days. Delivery details will be provided in your confirmation email.

For missing or incorrectly delivered items, please contact us at info@eclatess.com. Please provide your transaction reference number (order number) and send us photos as evidence. We will resolve the issue as quickly as possible.

You will receive an email confirmation with the order number and details of your purchase. If you can't find the email, please check your spam folder.

You can cancel your order by notifying us via email at info@eclatess.com. Order cancellation is possible until 12AM the day following the order. After that time, cancellation is no longer possible.

It's possible that our email landed in your spam folder. Please check your spam folder to see if our email is there. If you still can't find the email, please contact us, and we will resend it.

Yes, certainly. Make sure to provide the correct information during checkout and verify that your desired address is accurate.

We accept various payment methods, including credit cards, PayPal, Klarna, and bank transfers, and in some cases, payment on invoice. If you have further questions regarding the accepted payment methods, feel free to contact our customer support at info@eclatess.com.

Once you have added one or more items to your cart, you can proceed by clicking on the cart icon at the top right of the page and then selecting "Proceed to Checkout." In the first step, enter your contact information and shipping address. You can also trigger an express checkout with PayPal. If you continue without express checkout, in the next step, choose the shipping method. Then, enter your payment information. In the final step, review the order details and complete the purchase.

PayPal is the easiest way to pay online. Once you have added all items to your cart and wish to complete the transaction, you can click on the "PayPal" button. You will then be redirected to the PayPal website. Be sure to enter your correct details to ensure a quick and smooth payment process.

Yes. We handle with utmost care the information you provide when ordering through our online store (or otherwise). The server hosting our business encrypts the transmission of all credit card data and personal customer information using the Internet-standard SSL protocol (Secure Sockets Layer).

It is absolutely safe. To ensure a secure payment process, our website uses a credit card processor for a reliable and secure internet payment interface where all data remains encrypted with AES-256.

You can cancel your order by notifying us via email at info@eclatess.com.

Order cancellation is possible until 12AM the day following the order. After that time, cancellation is no longer possible.

To initiate a return, please contact our customer support. You can do this via email at info@eclatess.com or through our contact form.

Once you have informed us of the return, we will provide you with the return address within 24 hours. Once we receive your return a refund will be issued. It can take up to 2 business days for the funds to show in your account.

If you prefer, you can opt for a replacement of the item(s), which will be delivered within 14 business days.

Yes, there is a legal deadline. This stipulates that the return must be initiated within 30 days of declaring the withdrawal. For EU orders the deadline is 14 days. Please check our return policies or contact our customer support at info@eclatess.com for further information on returns. It is important to return the order within this period to ensure a smooth processing.

The customer bears the shipping costs for the return. There are no return fees from our side.

Once the item has arrived with us, the processing time is 2 business days.

Once the item has arrived with us, the processing time is 2 business days. Within this period, you will receive your refund if the return complies with the withdrawal conditions.

If you prefer, you can opt for a replacement of the item(s), which will be delivered within 14 business days.

In most cases, the refund is processed to the original payment method you used for the purchase. However, in certain circumstances or due to technical limitations, it may be possible to receive a refund to a different payment method. Please contact our customer support at info@eclatess.com to discuss your specific situation.

For returns, we expect the item to be returned in a reasonable condition. If the returned item is damaged or used, this may affect your refund.

No, returns are generally possible for all our items.

Yes, we offer the option of an exchange instead of a refund. Please contact our customer support at info@eclatess.com to discuss the further process.

If you have received the wrong item, we apologize for the inconvenience. Please contact our customer support at info@eclatess.com immediately and inform us of the issue. Our customer support will provide you with a return label and ensure that you receive the correct item.

As the shipping is free with us, you will receive a full refund of the purchase price.

To check the status of your refund, it's best to contact our customer support. They can provide you with information on whether your return has been received, is being processed, or if the refund has already been initiated.