FAQ

DELIVERY & SHIPPING
What are the delivery times ?
When you place an order on our store, it is shipped within 24 to 48 hours.

Delivery then takes on average 7 to 10 working days.

How to track my order ?
Once your order has been validated, you will be able to follow its progress in real time. To do this, log in to your account on our website and go to the “track my order” section.

We understand that you are eager to receive your order, which is why we have also implemented email and SMS notifications. At every key stage of the process, from preparation to shipping to delivery, we'll send you updates to keep you informed.

We hope these options provide you with a transparent and reassuring shopping experience.

My tracking number is not working?
It is completely normal that your tracking number is not active immediately after receiving the shipping confirmation email. Usually it takes a while for the tracking number to be fully operational. This is due to delays in processing and updating tracking systems by carriers.

Rest assured, this does not mean there is a problem with your order. It has been shipped and is on its way to your home. Status updates will be visible as soon as the tracking number is active.



MY COMMAND
I did not receive a confirmation email, is this normal?
Your order confirmation email may have arrived in your junk mail (spam).

We therefore invite you to check your spam emails. If after checking, you cannot find the confirmation email including your order number, please contact us at the following address: contact@ellekiffe.com

What is the order processing time?
Orders are prepared Monday through Saturday and the average processing time is 24 hours. This means that once your order is placed, it will usually be ready to ship within 24 hours of your payment being cleared. Please note that this lead time may vary slightly depending on the time of year or product availability.

How do I cancel my order?
To cancel your order, please contact our customer service at contact@ellekiffe.com as soon as possible. Our fulfillment and shipping teams work quickly to ensure efficient shipping, and once an order is shipped, we no longer have the option to cancel it. Please note that shipping teams are not the same as customer service teams. Therefore, if your order is shipped before our customer service team can acknowledge your request, we will not be able to cancel the shipment. We therefore encourage you to contact us as soon as possible if you need to cancel your order.



PAYMENTS & PRIVACY
What payment methods do you accept?
We accept the following payment methods:

Visa & Mastercard and American Express

Are payments on your site secure?
1 - Payments by credit card are made using the SSL (Secure Socket Layer) protocol so that the information transmitted is encrypted by software and no third party can become aware of it during transport on the network.

This implies that no banking information concerning you passes through our website.

2- You are then redirected to your own bank's server in order to identify yourself using your 3D Secure code. This single-use code is communicated to you immediately by your bank by SMS. Then simply enter this code to validate your payment. Your order is recorded and validated upon acceptance of payment by the Bank.

Please do not hesitate to contact us if you need assistance.

My payment was declined, what should I do?
In case of payment refusal, we suggest you first check the expiration date of your credit card. You may also have reached the spending limit allowed for your card. In this case, it is advisable to contact your banking institution for additional details.

If the problem persists, trying the payment again can sometimes be successful. Otherwise, trying another credit card might also resolve the issue.

Is the data I transmit confidential?
Yes, the security of your data is our priority. Our online store is equipped with a 256-bit SSL security certificate to ensure the privacy and security of your information. Additionally, all payments made on our site are protected by 3D Secure technology, providing an extra layer of verification to prevent any