Shipping & Reso | Eliot
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Shipping & Returns

Eliot accepts returns of merchandise in its original , unused condition purchased on our website within 14 days of the original purchase.  

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Refunds will be made in the form of the original payment, unless we agree to credit a different type of payment. We inform you that we do not reimburse the original shipping costs, but the return costs are at our expense on the Italian territory.

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If you receive a defective product, please contact our customer service immediately at  eliotsrl@gmail.com . It is essential to report any type of damage or defect within 48 hours of purchase in order to make a return or refund.

We at Eliot do not refund or accept returns of any product affected by circumstances beyond our control. This includes damage or negligence once the products have been delivered, storage of products in adverse conditions such as very high temperatures or exposure to the sun, which can damage the products, as well as damage inflicted by third parties.  

 

Contact us

 

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I ordered / received the wrong product, do I have to return it?

If there is a problem with your order, please send us an email with your order number to eliotsrl@gmail.com with photos of the label attached to the box and the products received. We will review your case and inform you about the solution.

 

My item arrived damaged. What should I do?

If you have received damaged goods, you must inform us within 48 hours of receiving the package. Please keep the box, packaging and all contents and send us photos of the label attached to the package and of the product (s) received. Without this information, we will not be able to assist you. It is essential to report any type of damage or defect within 48 hours of purchase in order to make an exchange or return.

 

How to return

  1. Print the label that you will receive in your e-mail.

  2. Pack the items in the box carefully. Seal the box and attach the label to the outside.

  3. Deliver the package to the courier as soon as it arrives at your home

 

When and who has to sign the proof of delivery?

All orders need a signature upon delivery. We are unable to redirect orders once items have been shipped, so please make sure there is someone who can sign for your order at the specified shipping address. We insure every purchase for as long as it is in transit until delivery. We need a signature for any product delivered, at which point responsibility for the purchased goods passes to you. If you are not the recipient of your purchase (for example a gift) then the person who signs for the package confirms the delivery and is responsible for the package.

 

What if the tracking shows that my package has been delivered but I have not received my package?

If the tracking shows that your package has been delivered but you cannot find it within 48 hours of the expected delivery:

  • Check that the shipping address is correct.

  • Look for a delivery attempt notice.

  • Look around the delivery location of your package.

  • See if anyone else has accepted the delivery, unless you have any health or safety concerns doing so.

  • Some packages travel through multiple carriers; check your mailbox or wherever you get your mail.

  • Wait 48 hours. In rare cases, packages can be delivered up to 48 hours before arrival.

  • Contact our customer service.

 

How will I receive the refund?

Once the return process is approved, we will refund the money within 15 working days, excluding shipping costs, using the same payment method chosen by the customer when placing the order.

 

Do I have to pay anything to get a refund?

When returning a product, the customer bears the shipping costs.

 

What happens if my order is returned to you?

In the event that your order is returned to us due to a problem in shipping due to a prolonged absence at the time of delivery or to an incorrect address or lack of information, we will refund your order except for the shipping costs .

 

Customs:

For all Eliot shipments outside the European Union, transport costs are exempt from VAT as customs duties are paid by the recipient and are never included.

Most countries are shipped on a DDP (Delivery Duty Paid) basis, which means that all import taxes and duties are included in the product price.

The following countries are shipped on a DDP (Delivery Duty Paid) basis:

United Kingdom, Australia, Bahrain, Mainland China *, India, Japan, Mexico **, Norway, Oman, Peru, Saudi Arabia, South Korea, Switzerland, Turkey, United Arab Emirates, Vietnam, Malaysia, Thailand, China - Taiwan, South Africa, Singapore, Canada, Qatar, Kuwait.

* According to the announcement of the General Administration of Customs of China, items shipped to China which are classified as personal use and the value exceeds 5000 RMB, require formal customs clearance. You may be subject to import taxes, customs duties, and taxes levied once your shipment reaches Mainland China. Additional charges for customs clearance (if any) must be met by you. We have no control over these charges, nor can we predict what they may be.

** According to the announcement of the General Administration of Customs of Mexico, items shipped to Mexico that are classified as personal use and the value exceeds 1000 USD (or its equivalent in MEX $), require formal customs clearance. The importer must be registered with the Mexican government and additional documentation is required (LETTER NOM, PAYMENT, IMPORT LICENSE, LICENSE). Therefore, the DDP service is not applicable and you need to hire an external customs broker to clear the goods through customs.

 

Service fees and payments for customs operations:

Service taxes are determined based on the Customs Broker's rates at the date of the invoice, including the amounts of customs duties and other taxes paid by the Customs Broker while providing the services below. The recipient has to pay for the services of the Customs Broker.

The Customs Broker reserves the right to withhold any goods of the recipient at the expense of the latter until the services of the Customs Broker provided to the recipient under this are paid for in full.

As we are unable to indicate the amount that may be, we encourage our customers to check local taxes and duties before placing an order. Shipping costs are already included in the final amount of the order. However, the courier may present you with a separate invoice from the local authorities for the duties due.

 

Shipping costs and delivery times:

Please note that delivery times are an estimate. We are not responsible for the delays of the shipping company. Also, please keep in mind that during peak periods such as Christmas, Black Friday or sales, your order may be delayed.

The products will be delivered by a courier from Monday to Friday, between 9: 00-18: 00. Unfortunately, it is not possible to request a specific delivery time or day. After your order has been shipped from our warehouse, you will receive an email with your order tracking information. You can also check this information in your Online Account section.

If you place your order on a public holiday, your products will take an extra business day to arrive.

  * We do not deliver to post office boxes or post offices.

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