Terms of service

Last updated 9 October 2025

Preamble

These general terms and conditions of sale (“GTCS”) govern the sale of products (the “Products”) by SCENT DESIGN SA, whose registered office is located at 3 boulevard des Philosophes – 1205 Geneva, Switzerland (“ELLA K”) to customer consumers within the meaning of the law (the “Customer”) wishing to order and purchase Products on the website https://www.ellakparfums.com / (the “Website”) from one of the following territories: 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").

The Customer is requested to read the GTCS carefully and must accept them before placing any order on the Website. Express acceptance of the General Terms and Conditions of Sale is evidenced by ticking the appropriate box. In the event that the Customer does not consent to any of the clauses of the General Terms and Conditions of Sale and does not tick the box for accepting the General Terms and Conditions of Sale, the Customer may not place an order on the Website.

The GTCS are accessible at any time in a hypertext link at the bottom of each page of the Website. The GTCS applicable to each purchase are those in force on the date of the order by the Customer. As the GTCS may be amended at any time and without notice by ELLA K, it is essential that the Customer consults and accepts them at the time of placing an order in order to verify the current provisions. However, any modification of the GTCS shall not apply to orders placed and confirmed by ELLA K before the modifications are made.

When placing an order for Products, the Customer warrants that they:

have read and unreservedly accepted the GTCS in their version applicable on the date of the order;
have reached the age of majority;
have the legal capacity to contract; and
are consumers within the meaning of the law.

1. Customer service

For any questions about the Products, the Customer may contact ELLA K’s customer service department:

by telephone: +41 (0)22 705 11 94 (from 10 am to 5 pm, Monday to Friday, except public holidays);
by email: hello@ellakparfums.com

2. Products

ELLA K makes every effort to ensure that the essential characteristics of the Products available on the Website are described and photographed with the greatest possible accuracy, in particular with regard to the colour and design of each Product. Nevertheless, slight variations may arise between the Product photographed or represented graphically on the Website and the product delivered, for technical or other reasons. ELLA K may not be held liable for such variations, errors or inaccuracies, which do not alter the essential characteristics of the Products concerned.

3. Order

The ordering process allows the Customer to verify and correct any errors before placing an order. ELLA K invites the Customer to take the time to read and check all the information on each page of the ordering process.

To order Products, the Customer must:

select the Product(s) they wish to purchase and click on the “Add to shopping cart” or “Buy now” button. In the first case, the Customer must click on the shopping cart and select “Place Order” to submit an order;
enter their contact details and delivery address, then click on "Continue to shipping";
select the delivery method then click on "Continue to payment";
indicate the payment information and the billing address;
click on “Pay now”.

After placing an order, the Customer will receive an order confirmation email. If this summary does not correspond to the order, the Customer is requested to immediately contact the customer service department whose contact details appear in Article 1 of the GTCS.

4. Price and payments

The prices of the Products are those stated on the Website, on the date of payment of the Order. Prices are stated in euros, including all taxes (except for deliveries outside the European Union, for which the Customer is responsible for any additional customs duties and other local taxes).

ELLA K reserves the right to change the prices of the Products at any time (it being specified that price changes will not affect orders for Products previously placed). The Products will be invoiced on the basis of the prices in force on the date of payment of the order.

All orders placed on the Website for amounts over 50 euros (incl. VAT) will be delivered free of charge by ELLA K in the Territory.

The costs borne by the Customer when using the means of remote connection in the context of placing an order on the Website shall be borne by the Customer.

Despite ELLA K’s reasonable efforts, some Products on the Website may have an incorrect price. If the price error is obvious and the Customer could reasonably have recognised it as a price error, ELLA K shall not be required to supply the Products at the incorrect (lower) price.

For any order placed on the Website, payment must be made immediately and in full after confirmation of the order.

The amount of the purchase price for the Products of an order will be blocked on the Customer’s credit or debit card but this amount will only be debited upon sending the order confirmation.

ELLA K accepts payment by credit card (Visa, MasterCard, American Express), Paypal and all other payment methods available on the Website such as Apple Pay, Google Pay (etc.).

5. Retention of title

The Products remain the property of ELLA K until full payment of the price of the Products by the Customer to ELLA K, i.e. once the price has actually been debited from the Customer's bank account.

6. Delivery

Products ordered via the Website are delivered within the Territory to the address provided during the order process. Delivery is made against signature of the Customer or a representative.

After payment confirmation, the order is handed to the shipping partner within 1 to 3 business days.

For delivery addresses within the EU:

Delivery takes approximately 5 to 15 business days from the date the order is handed to the shipping partner. A signature is required upon delivery. If undeliverable, a delivery notice is left. The Customer may request redelivery at their own cost or collect the parcel per the carrier’s instructions.

For delivery addresses outside the EU:

Delivery times may vary due to customs, logistics, or local regulations. International delivery may take up to 30 business days or more. Customers may track shipments via the tracking number provided in the confirmation email.

If delivery is delayed, ELLA K will notify the Customer and initiate an investigation with the shipping partner, which may take up to 4 weeks. If the shipment is not confirmed after this investigation, a full refund will be issued.

ELLA K is not liable for delays due to circumstances beyond its control, including customs delays, strikes, or weather conditions.

7. Returns and claims

The risks associated with the Products are transferred to the Customer on the date and at the address for delivery of the Products to the Customer. The Customer must check that the Product(s) delivered comply with their Order.

If any anomaly is noted at the time of delivery, the Customer or any person authorised to receive the parcel on the Customer's behalf may refuse the parcel and indicate the reasons for this refusal on the delivery document. This verification is deemed to have been carried out as soon as the Customer or any person authorised to receive the parcel on the Customer's behalf signs the delivery document.

In the event of non-compliance of the Products with the Order covered by the legal guarantees set out in Article 9, the Customer must contact the ELLA K customer service department whose contact details are set out in Article 1. of the GTCS. In the event of validation of the return by customer service, the Products must be returned by the Customer in their original packaging, suitably protected and must clearly have not been used in any way. No Product may be returned if it has been opened. Any Product returned incomplete, damaged or in any manner other than in its original packaging will not be refunded.

The Customer is responsible for sending the Product. It is advisable to return the Products by registered mail with acknowledgement of receipt.

8. Right of Withdrawal

The Customer has a right of withdrawal for any purchase of Products from the Website, for exchange or otherwise, and without penalty, for a period of fourteen (14) days from the delivery of the order, without having to justify their decision.

The Products must be returned in their entirety, in perfect condition and in their original packaging (the unopened cellophane packaging). The right of withdrawal shall not apply to Products unsealed by the Customer after delivery, which cannot be returned for hygiene or health reasons.

To exercise their right of withdrawal, the Customer must notify their decision to withdraw within the aforementioned deadlines by means of an unambiguous declaration (for example, a letter sent by post, fax or e-mail) or use the standard withdrawal form (Appendix), it being specified that the form is not mandatory.

The Customer must return the Products without undue delay and, in any event, fourteen (14) days after having communicated their withdrawal decision. The costs of returning the Products shall be borne by the Customer.

The Customer is responsible for sending the Product. It is advisable to return Products by recorded delivery with acknowledgement of receipt.

ELLA K shall refund the invoiced amount as soon as possible and, in any event, within fourteen (14) days of receipt of the Products returned by the Customer.

9. Legal Warranties

In their capacity as consumers, Customers benefit from the legal warranty of compliance (Articles L. 217-1 et seq. of the French Consumer Code) and the warranty against hidden defects (Articles 1641 et seq. of the French Civil Code) that they may exercise under the conditions below at the email address mentioned in Article 1 of the GTCS:

“The consumer has a period of two years from the delivery of the item to obtain the implementation of the legal warranty of compliance in the event of non-compliance. During this period, the consumer is only required to establish the existence of non-compliance and not the date of its occurrence.

“Where the contract for the sale of items provides for the supply of digital content or a digital service on a continuous basis for a period of more than two years, the legal warranty shall apply to such digital content or digital service throughout the planned delivery period. During this period, the consumer is only required to establish the existence of the non-compliance affecting the digital content or the digital service and not the date of its occurrence.

“The legal warranty of compliance entails an obligation for the professional, where applicable, to provide all updates necessary to maintain compliance of the item.

“The legal warranty of compliance gives the consumer the right to have the item repaired or replaced within thirty days of request, without cost and without major inconvenience for the consumer.

“If the item is repaired under the legal warranty of compliance, the consumer shall have the benefit of a six-month extension of the initial warranty.

“If the consumer requests the repair of the item, but the seller requires the replacement, the legal warranty of compliance shall be renewed for a period of two years from the date of replacement of the item.

“The consumer may obtain a reduction in the purchase price by keeping the item or terminate the contract by being reimbursed in full against return of the item, if:

“1. The professional refuses to repair or replace the item;
“2. The repair or replacement of the item takes place after a period of thirty days;
“3. The repair or replacement of the item causes a major disadvantage for the consumer, in particular when the consumer definitively bears the costs of taking back or removing the non-compliant item, or if the consumer bears the costs of installing the repaired or replacement item;
“4. The non-compliance of the item persists despite the seller’s attempt to bring the item into compliance which has remained unsuccessful.

“The consumer is also entitled to a reduction in the price of the item or to the termination of the contract when the non-compliance is so serious that it justifies a reduction in the price or the immediate termination of the contract. The consumer is not then required to request the repair or replacement of the item in advance.

“The consumer is not entitled to the termination of the sale if the non-compliance is minor.

“Any period of downtime of the item with a view to its repair or replacement suspends the remaining warranty until the delivery of the repaired item.

“The rights mentioned above result from the application of Articles L. 217-1 to L. 217-32 of the French Consumer Code.

“A seller who obstructs in bad faith the implementation of the legal warranty of compliance is liable to a civil fine of up to 300,000 euros, which may be increased to 10% of the average annual turnover (Article L. 241-5 of the French Consumer Code).

“The consumer shall also benefit from the legal warranty against hidden defects pursuant to Articles 1641 to 1649 of the French Civil Code, for a period of two years from the discovery of the defect. This warranty gives the right to a price reduction if the item is retained, or to a full refund against return of the item.”

10. Intellectual property

All intellectual property rights, whatever their nature, attached to all the Products sold on the Website and to all the elements appearing on the Website (in particular, texts, logos, trademarks, graphics, images, photos, videos, animations, names and any other element) are and remain the exclusive property of ELLA K.

No provision hereof may be interpreted as granting the Customer any right to the trademarks, Products and any intellectual property right attached thereto and other distinctive signs of ELLA K.

Under these conditions, no one is authorised to reproduce, represent, exploit, adapt, disseminate or use, by any process whatsoever, for any purpose whatsoever, in whole or in part, the intellectual property rights attached to the Products sold on the Website and any element appearing on the Website without the prior written consent of ELLA K.

11. Personal data and cold calling

When making any purchase on the Website, Customers may provide personal data. For more information on the processing of personal data by ELLA K, Customers are requested to consult ELLA K's privacy policy accessible here.

Customers may request, free of charge, the registration of their telephone number on the BLOCTEL telephone marketing opt-out list available at the following address: www.bloctel.gouv.fr .

12. Mediation – governing law and jurisdiction

The GTCS are subject to French law, subject to the application of the mandatory rules of the Customer’s country of residence.

In the event of disputes or complaints, and after the failure of the Customer's prior written steps taken with regard to ELLA K, an ombudsman may be notified for any consumer dispute whose settlement has not been successful. To find out how to refer the matter to the Ombudsman, click here.

ELLA K has joined the consumer ombudsman service, whose contact details are as follows: AME CONSO, 197 Boulevard Saint Germain, 75007 Paris - https://www.mediationconso-ame.com/

In accordance with Article 14 of Regulation (EU) No 524/2013, the European Commission has set up an online dispute resolution platform, facilitating the independent out-of-court settlement of online disputes between consumers and professionals in the European Union. This platform is accessible at the following link: https://webgate.ec.europa.eu/odr/.

The Customer remains free to accept or reject the use of mediation and each party is free to accept or reject the solution proposed by the ombudsman.

In the absence of mediation, the dispute falls within the jurisdiction of the competent courts in accordance with the provisions of the French Code of Civil Procedure.

The parties agree that the emails shall be used as definitive evidence between them, as well as the record of the transaction resulting from the automatic recording of your visit to the Website.

Appendix 1 – withdrawal form

(Form to be completed and returned in accordance with article 8 above only if you wish to exercise your right of withdrawal)

For the attention of SCENT DESIGN SA - 3 boulevard des Philosophes - 1205 Geneva, Switzerland

I/we (*) hereby notify you (*) of my/our (*) withdrawal from the contract for the sale of the following items (*)/services (*):

Ordered on (*) /received on (*):

Order number:

Product reference:

Name of the consumer(s):

Address of the consumer(s):

Signature of the consumer(s) (only in the event of notification of this form on paper):

Date:

(*) Delete as appropriate.

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