The most important information
How long does it take until I receive my order?
Your package will be sent within 3-5 working days and should reach you in Austria in 7-10 working days. Within the EU you can expect a delivery time of 2-3 weeks.
Your package got lost... ?
Please contact us with your order number. Our customer support team will do their best to track down your order and get it to your door as soon as possible.
Your package is still not there after 7 days...?
Don't worry, that depends on our warehouse being busy. Please allow up to 7-10 business days for your package to arrive. If you still haven't received it after 10 business days, please contact our customer support at email@example.com
Not necessarily! From an order value of €200,- we assume the costs for your shipping within the EU. From €150,- we deliver free of charge in Austria and Germany.
How much does the shipping cost?
Your shipping costs will be calculated automatically during the ordering process. This depends on the size of the package and your location. From an order value of €200,- we also deliver free of charge within the EU.
How do I return an item?
- Take photos (max. 5 MB) of the item you wish to return.
- Write an email including photos to firstname.lastname@example.org and include your order number and email address.
- You will then receive a confirmation email and as soon as your return has been authorized, you will receive the necessary information about the return shipment.
What do I have to consider?
- The return period is 14 days.
- The items must be in their original condition
- Items must be unwashed, unworn and have the original hang tag attached.
We reserve the right to return items that are not in the specified condition at the customer's expense.
Are there any costs associated with a return?
No, in general you will not incur any costs for processing your return. You are only responsible for returning your items - Elero will not cover any shipping costs for the return.
How soon can you expect your refund?
Once we have received your return, you can expect a refund within 2-10 working days.
After receiving the goods, you can complain about your order within 14 days.
Send us an email with your order number
email@example.com . In the event of a complaint due to a defect, we ask that you attach photos (max. 5 MB) that clearly show the defect to the complaint. No refund can be given without these photos.
All products must be unworn and unwashed. If the product is damaged, soiled or worn, no refund can be given. Products with a hang tag must not be removed. All products and packaging must be in perfect condition. Elero reserves the right to deduct €5 from the refund amount if packaging is missing.
You bear the shipping costs of returning the goods. We recommend that you send your return to us as an insured package and keep the invoice from the parcel service, including the shipment information, until the return has been completed. So you are well protected.
As soon as we receive your package, we will check the goods. If it is checked and accepted, we will refund you within 2 - 10 working days via the originally used payment method.
Unfortunately, we do not currently offer exchanges. If you require a different size or colour, we would ask that you place a new order for the item you require.
You can return the current item for a refund.