DELIVERY

Where we deliver

Our online shop currently delivers to all destinations within the EU. We use a courier service to ensure that the order always reaches its destination as quickly as possible. Within Germany, orders are usually shipped with the shipping service provider DHL, all international deliveries are shipped with UPS. All orders are fully insured during shipping.

Please indicate if the delivery address is not the billing address. If you provide your mobile phone number, your order will automatically be converted to the DHL On Demand service (depending on the destination). You then have the option of specifying a location where the parcel can be dropped off without a signature, postponing delivery or collecting your parcel from a DHL service point.

If no one is able to accept the parcel on the day of delivery, DHL will leave a notification card informing the recipient of the delivery attempt. You can call this number to arrange a convenient time or another address for delivery of your order.

We offset the carbon emissions of our shipping through DHL GoGreen Logistics.

Shipping times

For all items in stock, we ship all orders the same day (Monday to Friday) if received before 2pm GMT. Orders received after 2pm will be dispatched the next working day. Orders received over the weekend will be shipped on Monday.

As part of our sustainability practices, we usually wait until all the items in your order have been shipped together. However, we can always arrange split shipping for items ready for dispatch.If you need something urgently, please get in touch and we will always do our best to accommodate you wherever we can.

Shipping within the EU

All orders shipped within Germany include VAT. Regular shipping charges are €5.50 within Germany, and €15 within the EU.

* All times are based on recommended dates from partner couriers, but are not guaranteed and some remote locations may take longer. To confirm the delivery time for your address or if you have any concerns, please contact us.

REFUND POLICY

All items purchased from ENA can be exchanged or returned within 14 days of delivery. To do this, send us an email to: hello@elenakayser.com.

To return an item, we need the following information:

Order number and item description

We ask you to give us a specific reason so that we can constantly improve our service.

The cost of the return shipment must be borne by the buyer. We ask that the package be insured according to the value of the goods. Items must be returned in perfect condition, unused and in their original packaging.

ENA reserves the right to refuse returns that do not meet our guidelines. Returns that do not meet our guidelines may be returned to the original shipping address at our discretion.

Damaged or defective items

Upon receipt of your order, we ask that you inspect the items directly and contact us immediately if any damage is visible or if you have received an incorrect item.

Please contact us immediately via hello@elenkayser.com if you have any further questions.