I have not received my order confirmation. How can it be?
If you do not receive your order confirmation after you have completed your order, we recommend that you try the following in that order:
1: Check the spam folder in your mail program. It happens once in a while that certain email programs think our order confirmations are spam and throw them in there.
2: (If you have one) Log in to your user account. From here you will be able to see whether the order has gone through correctly.
3: If you cannot log in, or you can see in your user account that there is a problem with the order, contact us on +45 7023 1201 or write to elenas@elenas.dk as soon as possible, and we will be of assistance with your order.
I have entered an incorrect address. What do I do?
You contact us as soon as possible on +45 7023 1201 or write
to elenas@elenas.dk so that we can change the delivery address on your order.
Can I pay via invoice or per cash on delivery?
No, we do not offer invoice payment or payment per cash on delivery. You can only pay by payment card, Mobilepay or Paypal in connection with placing the order.
Delivery
Can I get free shipping?
Yes you can!
For orders over DKK 399, you can get free shipping to the parcel shop (only applies to Denmark). However, there may be a few exceptions where goods cannot be delivered to a parcel shop and will therefore not be offered free shipping.
How quickly will you ship my package?
Very fast!
We pack and dispatch orders every weekday, and endeavor to have orders dispatched the same day they are ordered.
However, for full storage, we call our delivery time 1-3 working days, and if you order goods from our remote warehouse, we typically ship after 8-10 working days.
How long is the delivery time?
If you order with delivery to Denmark, you will typically receive the package already the day after ordering.
What happens if I don't pick up my parcel at the parcel shop?
If you do not pick up your package at the post office/collection point, the package will be returned to us after 7-14 days.
However, this will not fulfill the return conditions, and means that you as a customer will be required to pay for the return as well as for the forwarding.
Can I pick up my order instead of having it shipped?
You can believe that!
You can pick up your order at our premises by selecting this in the checkout when you order.
It is open for collection of orders every weekday from 10:00 - 15:00.
What time of day will my package be delivered?
Unfortunately, we cannot say anything about what time of day your package is delivered or ready for collection, as it differs from city to city. If necessary, contact the carrier or the parcel shop to find out more.
I have not received my package. What do I do?
If you have received a dispatch confirmation from us, but you do not receive your package on the next delivery day, we recommend that you first check your dispatch confirmation and check the tracking number.
If your package has been sent with tracking, you will be able to look up the number and see how far your package has reached.
If you have not received a dispatch confirmation from us, or if you have any further questions, please contact us on +45 7023 1201 or write to elenas@elenas.dk - and we will find a solution.
Delivery abroad
Do you ship goods abroad?
You can believe that!
We ship to several countries, all of which you can see under our shipping page.
Prices / Payment
How are the prices given?
All prices on elenas.dk are stated in Danish Kroner (DKK) incl. 25% VAT.
Is there a payment fee?
No, we do not charge a payment fee for shopping at elenas.dk.
Which payment cards do you accept?
We accept the following payment cards:
– MasterCard
– Maestro
– Visa Card
– Visa Electron
– JCB Card
– American Express
- PayPal
– Mobilepay
It is not possible to pay per invoice, cash on delivery, cheque, bank transfer or with other payment cards.
Cancellation / exchange
How long do I have the right to return?
At elenas.dk you have a 30-day right of return. As long as they are returned in original packaging, any seals are not broken and they have not been used, you will be able to get all the money back.
Return the products securely wrapped. The return address is:
Elenas.dk
Ring road 3
7860 Spøttrup (Lem)
Denmark
Noted: Return
You are responsible for the products you send back until we receive them. We recommend that you send the products as a package and not as a letter. In this way, the products are insured against loss and damage. We do NOT collect parcels from parcel shops, nor do we accept COD parcels.
Right of complaint
There is something wrong with my product. What do I do?
If you have received a product that is damaged or defective upon receipt, contact us as soon as possible at
elenas@elenas.dk .
relating to. delivery of fresh fruit & vegetables
I have received something that is bad. What do I do?
If you have received any fruit that does not live up to expectations, we would like to be notified already upon receipt or no later than 3 days after receipt.
Send us a photo of the fruit that you do not feel is sufficient in quality, with a comment on how large the volume is at
elenas@elenas.dk
In the same email, please write your order number.
Contact us
How do I get in touch with you?
Call us:
+45 7023 1201
Write an email:
elenas@elenas.dk
What are your opening hours?
You can get in touch with our customer service by phone every weekday between 10:00 and 16:00.
Mail is answered within 24 hours.
Does the website use cookies?
Yes, elenas.dk, just like all other webshops, uses cookies to function.
If you need further information about cookies, we refer to our privacy conditions.
Do you get a specific brand in your range?
Is there a brand or product you think we are missing from our range? Then we would very much like your input.
Write to Victor at victor@elenas.dk
Of course, we cannot promise that we will have all requested brands in our range, but we promise to investigate all inquiries more closely and return with an answer.
When will you have a specific product in stock again?
We do our best to have as few out-of-stock products in our range as possible - but unfortunately it does happen from time to time.
If you need an estimate of when we will have a product in stock, you are very welcome to contact us at elenas@elenas.dk
