Shipping policy
1. Which countries do we ship Ella K products to?
Products ordered via our website can be delivered to the following countries:
Austria, Bahrain, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Oman, Poland, Portugal, Qatar, Romania, Saudi Arabia, Spain, Sweden, Switzerland, Slovakia, Slovenia, United Arab Emirates, United Kingdom (the "Territory").
Products will be shipped to the delivery address you provided during the order process. Please note that we are not liable for delivery delays caused by incorrect or incomplete address details.
2. Delivery Times
Once your order is completed and payment is received, it will be handed over to our shipping partner within 1 to 3 business days.
- My delivery address is within the European Union:
Delivery within the EU is expected to take approximately 5 to 15 business days from handover to the shipping partner. Delivery will require a signature upon receipt. If the carrier is unable to deliver, a notification will be left. Collection from a local post office or a re-delivery attempt will follow the conditions of the respective shipping partner.
- My delivery address is outside the European Union:
International orders (USA, Canada, United Kingdom, GCC countries, etc.), will also be shipped from our warehouse in Europe. Delivery may take up to 30 business days or more, depending on customs clearance and logistical procedures. These timelines are subject to external factors beyond our control.
3. What happens in case of delivery delays?
Ella K is monitoring your shipment and you will receive a notification of a possible delay. We will then initiate a shipment investigation with the carrier. This investigation may take up to 4 weeks.
If you do not receive an email notification, but the delivery period has been exceeded, please contact our customer service directly at hello@ellakparfums.com. If the shipment cannot be confirmed after completion of the investigation, we will issue a full refund of your purchase amount.
Please note that we are not liable for delays caused by circumstances beyond our control (e.g., customs delays, strikes, severe weather, logistical disruptions in the shipping process).
4. Customs Duties and Local Taxes
For deliveries to countries outside the European Union (including USA, Canada, United Kingdom, GCC), additional customs duties or local taxes may apply, which are your responsibility. These charges are determined by the regulations of the destination country and are not included in the purchase price.
5. What to do in case of damaged or incorrect delivery?
Please check upon delivery whether your order is complete and undamaged.
If there are any discrepancies, you may refuse acceptance and note the reason for refusal on the delivery receipt.
If you discover defects afterwards, please contact us immediately via email at hello@ellakparfums.com.
If our customer service confirms a return, please send the product back in its original packaging, unused and well protected to the following address:
ELLA K Parfums- Customer service,
Monta Enschede BV
Ir. Hanlostraat 15
7547 RD Enschede
The netherlands
Please note:
- Opened products are excluded from returns.
- Products returned incomplete, damaged, or improperly packaged cannot be refunded.
- You are responsible for return shipping costs. We recommend sending returns via registered mail with return receipt.
Upon receipt and successful inspection of the returned goods, we will refund your purchase amount within 14 days.
For further inquiries, feel free to contact us via email: hello@ellakparfums.com