FAQ
1. Contact us
Do you need some extra help?
We are happy to help you.
Customer service
Email customercare@elm-pt.com
Monday to Friday 10am-6pm cet
Saturday to Sunday closed.
2. Online purchase
2.1 Products not available
If you are looking for a product that is not available in our online store, you can contact us on customercare@elm-pt.com
Monday to Friday 10am-6pm cet
Saturday to Sunday closed.
2.2 Pre-order
Pre-ordering is the reservation of an item that is not yet available, but will be soon. An estimated delivery date is indicated on the product page for each pre-order item.
Please note that pre-order items cannot be exchanged and are non-refundable.
You will receive a confirmation e-mail as soon as your package has been shipped. Your card will be charged at the moment of purchase.
2.3 Custom items
Custom item is an item that would be specially made for you and is not available trough our online shop.
Please note that custom items cannot be exchanged and are non-refundable.
2.3 Product price
The purchase on ELM-PT is reserved for private end consumers. Our prices include VAT in Europe, where applicable. For the countries outside the European union local taxes will be shipped on DDU(delivered duty unpaid).
2.4 Cancel or modify an order
If you wish to cancel or modify your order, please contact us within 24 hours of placing the order on customercare@elm-pt.com. Once your order starts being processed, we will no longer be able to cancel or modify it.
2.5 My order has been declined
If the system has declined your order, please contact you bank and then, if necessary, inform our customer service.
3. Account and registration
3.1 Advantages of creating an account
- Receive special promotions
- Save the contents of your cart
- Save payment details to speed up the payment process
- Create a Wishlist
- Easily acces your details and order history
Payment and refunds
4.1 Payments
You can pay by Ideal, Apple Pay, Credit card or PayPal. If you wish to pay with a service that isn’t in our shop yet please contact us on info@elm-pt.com
4.2 Refunds
Once we have received your return and checked that all the requirements have been met, you will receive a confirmation e-mail. The amount will be refunded through our payment getaway upon receiving the return confirmation e-mail and will take up to max 14 working days to process. The time it takes to restore the credit back to your account depends on the payment method
5. Shipping and returns
5.1 Shipping time and cost
Elm-pt offers a complimentary standard shipping on orders above €500 within Europe.
Shipping rates for orders below €500
Netherlands €7
Europa € 15
Rest of the world €50
After completing your order we ship with delivery in 2-3 working day. You will receive a tracking number as soon as your parcel has shipped. Deliveries will occur during business hours from Monday to Friday, holidays excluded.
If the parcel is not deliverable on the first attempt, the courier will attempt to deliver it again two more times. If you wish to receive more information on your shipment, you can contact us on customercare@elm-pt.com
5.2 Signature on delivery
For security reasons, all purchases made will require the signature of the customer at the time of delivery.
5.3 How to track your shipment
You can track the shipment of your corder via the tracking number provided by the courier.
5.4 Returns and exchanges
You can return, exchange, or request a refund for any item within 14 days of the delivery date.
Items must be returned in their original condition and in their original packaging.
– Items must be returned in perfect condition including tag(s) and seal(s) still attached
– All products that come in their own dust bags, boxes, garment bag must be provided as this is considered part of the product.
Elm-pt reserves the right not to accept returns that have not been communicated or shipped within the returns time limit or, if they are not in the same condition in which they were delivered to you.