Shipping policy
1. Delivery Areas
We ship worldwide.
The shipping options, rates and delivery times available for your country are shown at checkout.
2. Delivery Charges
| Delivery method | Rate | Countries |
|---|---|---|
| Standard delivery |
Free from €50 €2.90 below |
All countries |
| Express delivery | €8.90 | All countries |
Standard delivery is free on orders of €50 or more. Below €50, standard delivery costs €2.90.
For Switzerland: customs fees, import taxes, and Swiss VAT (8.1%) are the sole responsibility of the Customer. They will be invoiced directly by the carrier upon delivery and are not included in our shipping charges.
3. Preparation and Delivery Times
Orders confirmed and paid before 2 p.m. are prepared within 24 to 48 business hours (Monday to Friday, excluding public holidays).
| Zone | Standard (free from €50) | Express (€8.90) |
|---|---|---|
| Metropolitan France | 3 to 5 business days | 1 to 2 business days |
| Belgium / Luxembourg | 4 to 7 business days | 2 to 3 business days |
| Switzerland | 5 to 10 business days (customs formalities included) | 3 to 5 business days (excluding customs) |
These times are provided purely as an indication and do not constitute a firm contractual commitment. Any delay on the part of the carrier shall not engage Elya's liability, except in the event of serious fault.
4. Order Tracking
As soon as the order is shipped, the Customer receives a tracking number by email allowing them to track their parcel on the carrier's website.
5. Delivery Address
The Customer is solely responsible for the accuracy of the address provided when placing the order. Any order returned to the sender due to an incorrect or incomplete address, or repeated absence of the recipient, will be resent at the Customer's expense (reshipping fee of €8.90), or refunded after deduction of the return-to-sender fees invoiced by the carrier (distinct from the 14-day return, which remains free).
6. Lost or Undelivered Parcels
If the parcel is not received within the stated times, the Customer must report it by email within a maximum of 7 calendar days following the estimated delivery date. Beyond this period, no claim will be admissible.
An investigation will be opened with the carrier. The investigation period is generally 21 to 30 business days. No reshipment or refund will be made before the carrier's investigation is closed.
If the carrier confirms the loss of the parcel, Elya will, at the Customer's choice, either reship an identical order (subject to stock availability) or issue a full refund.
7. Parcels Damaged on Delivery
If the parcel shows visible damage on delivery, the Customer must imperatively:
- Refuse the parcel OR make precise and detailed written reservations with the carrier at the time of signing
- Photograph the parcel in its original condition
- Contact Elya within 48 hours of delivery with supporting photos
In the absence of reservations made at the time of delivery, no recourse may be pursued.