Algemene voorwaarden

Customer Service Policy

Last updated: September 24, 2026

At ELBA, we want every customer to have a reliable, transparent and enjoyable shopping experience. If you have a question or experience an issue with your order, our customer service team is here to help.

Contact

For questions about your order, delivery, returns, refunds or products, please contact us at:

elba.customerservice@gmail.com

We aim to respond to customer enquiries as quickly as reasonably possible.

Orders

After placing an order, you will receive an order confirmation at the email address provided during checkout.

Please make sure that the information you provide during checkout is correct. If you notice an error in your order details, contact us as soon as possible at elba.customerservice@gmail.com.

Delivery

Available delivery methods, applicable shipping costs and estimated delivery information will be displayed during the ordering process where applicable.

If your order is delayed, damaged during delivery or appears to be missing, please contact us so we can investigate the issue and provide an appropriate solution.

Right of Withdrawal & Returns

When purchasing online, consumers generally have a legal 14-day withdrawal period, unless a statutory exception applies.

For products, this period generally starts on the day after you, or a third party designated by you, receives the product.

You do not need to provide a reason for exercising your right of withdrawal.

After notifying us that you wish to withdraw from your purchase, you generally have another 14 days to return the product.

Please contact elba.customerservice@gmail.com for return instructions.

Unless otherwise stated or required by law, the direct cost of returning a product may be the customer's responsibility. We will clearly inform customers about applicable return costs as required by law.

You may inspect a product as you reasonably would in a physical store. If a product has been handled beyond what is necessary to determine its nature, characteristics and functioning, you may be responsible for any resulting reduction in value.

These provisions do not affect your statutory consumer rights.

Refunds

When you validly exercise your statutory right of withdrawal, we will refund the payments we are legally required to refund, including the standard delivery costs where applicable.

Refunds will be made no later than 14 days after you inform us of your decision to withdraw. For product purchases, we may wait until we have received the returned product or until you provide evidence that you have returned it, whichever occurs first.

Unless otherwise agreed, the refund will be made using the same payment method used for the original transaction, without additional refund fees.

Damaged, Incorrect or Defective Products

Please contact us if you receive an incorrect, damaged or defective product.

Products sold to consumers are covered by statutory legal guarantee rights. This means that a product must meet what you may reasonably expect from it under normal use, taking into account factors such as its description, price and other relevant circumstances.

If a product does not meet these reasonable expectations, we will provide an appropriate solution in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.

There is no fixed statutory guarantee period for all products in the Netherlands. Your legal rights depend on what you may reasonably expect from the particular product.

Exchanges

If you would like a different size, colour or product, please contact us at elba.customerservice@gmail.com.

Any voluntary exchange service we offer is separate from and does not limit your statutory rights, including your right of withdrawal and your statutory guarantee rights.