Please fill in the checkout page with Full Name, Postal Code, Detailed Address and Phone Number. To avoid delays and returned parcels by customs, the correct information must be provided.
Ellwen reserves the right to ship orders from any distribution center(s) in our global network, as needed.
Due to the current COVID-19 pandemic worldwide there may be delays in delivery. But we are open as usual and we will always work hard to get your order to you as quick as possible.
Where the product can be delivered?
Currently we can ship to worldwide except for a few countries with inconvenient transportation. All product is stocked in our warehouses, and all product will be directly shipped from our warehouses.
We have two options for international delivery. To have your order sooner, you can pay a little more for our expedited service, or if you are not in too much of a hurry, select our super savings option and you can enjoy the special offer.
Processing Time after order recieved: 5-7 days（During this time, your online order goes through fulfillment, is safely packed, and processed for shipment as quickly as possible.）
CUSTOMS AND IMPORT CHARGES Customers are responsible for customs charges at the destination country. Please check with your local customs before ordering! Contact us if you have questions!
The harsh weather condition and festival holiday: sometimes the package shipping time will be influenced by the harsh weather condition and festival holiday.
HOW ABOUT CHANGING YOUR SHIPPING ADDRESS?
If you want change shipping address and our customer service is online, please directly contact our online service to chat in detail. If our customer service is not online after you place an order, please leave an order comment or shoot us an email telling us your shipping address you need to modified. Once our customer service get your message, we will check with you.
A gentle reminder: you have the time to change the shipping option before we send out your package, usually the item will be send within 24 hours after receiving your payment.
Please note that unfortunately, we will be unable to change the address for any items that have already shipped out of the warehouse.
Note: Normally, we ship out the order within 5-7 days after payment. There will be a tracking number after we ship the order, tracking number will be updated on the website, and you can also login your account to view the trackng number.
Should you come across any issues with tracking your package, please feel free to reach out to us at [email protected], and we’ll work to resolve the issue as soon as possible.
For any issues pertaining to your order, please reach out to us at [email protected], and we’ll work with the mail courier to investigate further into the status of your order.
We stand by our products with a satisfaction guarantee - if you are not satisfied with any Ellwen product, simply return the product within 15 days for a full refund. By agreeing to the terms of purchase you also agree to this refund policy.
In the unlikely event that you do not receieve your order, please contact us so we can order a replacement or give you a gift/discount code to make things right! Please wait 4 weeks before contacting us if you do not recieve your order.
DAMAGES & ISSUES
Upon receiving your order, inspect all packages thoroughly for missing, damaged, or incorrect parts. Our warehouses put forth every effort to prevent shipping damage however, it does occur occasionally. If you receive a damaged item, do NOT accept the package, have the shipper immediately return to sender. If the shipper has left a damaged package in your absence, immediately contact the shipper and have the package returned to sender. We must be contacted immediately if any of the above occurs to prevent your being charged freight on both ways. We are not responsible for missing, damaged, or incorrect parts after 30 business days, regardless of the party at fault. We are also not responsible for lost or stolen packages and all claims for such must be processed through the shipping company.
Lost Products: If products get lost in delivery, or you still do not get your item for a long time, please contact our customer service timely. We will deal with this ASAP. Please do not deal with it all by yourself, we want you communicate with us.
Email: [email protected]