Shipping
When will my delivery arrive?
All orders are usually processed and shipped within 2 business days and will arrive within a maximum of 5 business days (Germany) or 10 business days (rest of the EU).
In exceptional cases, such as during high-demand periods (e.g., the holiday season) or if an item is out of stock, processing times may vary. We’ll keep you updated on the status of your order via email in any case!
Will I receive a confirmation of my order?
After your order has been received, we’ll send an order confirmation to the email address you provided.
I haven’t received an order confirmation. What can I do?
If you haven’t received an order confirmation, please contact our customer service team. You can easily reach us with the contact-form at the bottom of this page. Alternatively, you can reach us via email at info@elevate-ease.com.
Can I track my shipment?
You can track your shipment at any time using the tracking link in your shipping confirmation.
Is the return shipping for ordered goods free, or is there a minimum order value?
We offer free shipping within Germany for orders over €100.00 (excluding returns). For orders with a lower value, standard shipping costs €5.00, and the cost increases with the weight of the shipment. Shipping costs for international deliveries can be found under Shipping & Payment Terms. Return shipping costs are the responsibility of the customer.
Do you offer express shipping?
No, currently we do not offer express shipping.
How are the ordered packages shipped?
Within Germany, Europe, and the rest of the world, we ship with our carrier DHL. We use DHL Go Green and ship carbon-neutral.
Returns and exchanges
I want to return something – what should I pay attention to?
Du kannst deine Bestellung jederzeit innerhalb von 14 Tagen ohne Angaben von Gründen an uns zurücksenden. Dabei bekommst den Kaufpreis bei unbeschädigten Artikeln vollständig erstattet.
Make a return
- Enter the items you wish to return in the returns form. Please fill in all fields so that we can process your return as quickly as possible and there are no misunderstandings. The customer bears the costs for the return shipment.
- Place the items with the returns form in the parcel and pack it carefully.
Download Return Form - Please send your parcel to:
Elevate Ease
Heinrichstraße 16b
64653 Lorsch
Germany - We will process your return as quickly as possible. As soon as we receive your return, we will check it. If everything is in order, you will receive your money back within 1-3 working days via the payment method you selected when ordering.
- When you return the parcel, please keep the tracking number.
Has my return arrived yet?
Once your return is processed at our facility, you will receive a status update via email. For more important information, please refer to our Right of Withdrawal & Returns page.
I received the wrong item. What can I do?
Please contact our customer service team with your order number. You can reach us via the contact-form down below or via email at info@elevate-ease.com.
My item is damaged or broken. What should I do?
Please contact our customer service team with your order number. You can reach us via the contact-form down below or via email at info@elevate-ease.com.
Payment and Refunds
What payment methods are available?
You can use the following payment methods with us:
- PayPal or PayPal Express
- Klarna Pay Now
- Klarna Pay Later
- Apple Pay
- Google Pay
- Debit and credit cards from Visa, Mastercard, American Express and UnionPay
- iDeal
- ShopPay
- Bancontact
- EPS
When will I get my money back if I return my ordered items?
We process your return as quickly as possible. Once your return has arrived, we will inspect it. If everything is in order, you will receive your refund within 1-3 business days via the payment method you selected at checkout.
Orders
Why do some items have a longer delivery time than others?
Most of our products are customized on demand in our production facility in Cologne. This means we print and/or embroider the products you purchase once you've ordered them. In this case, the delivery time is naturally longer than for items that are already produced and in stock.
Can I order from abroad?
Partially. Currently, we ship our products within the entire EU. Unfortunately, we cannot deliver to countries outside of the EU at the moment. However, we are working on offering our products worldwide. You can find all important information here: Shipping & Payment Terms.
Can I place an order by phone or email?
We offer this service for individuals who face challenges in daily life. To preserve our capacity for this service, we kindly ask that, in general, you use our online store.
Do you have a store or a physical location where I can shop?
Currently, we only sell our items online.
I want to change, cancel, or withdraw my order. What should I do?
Please contact our customer service team with your order number. You can reach us via the contact-form down below or via email at info@elevate-ease.com.
I can't complete my order. What should I do?
Please contact our customer service team with your order number. You can reach us via the contact-form down below or via email at info@elevate-ease.com.
How can I find out if out-of-stock items from the past are available again?
You can find out through our social media channels or our email newsletter.
