All products in stock & store are sold with a 10 day satisfaction guarantee. If you are not completely happy with a product that you received with your order, you can contact us within 10 days of receipt with the reason of dissatisfaction. Please send us an email before returning anything. If the product is in its original sealed state, we will issue a return number and a return delivery address. Courier and packaging costs for the return will be for your account.
Upon receipt, we will inspect the item and if it is in its original state, we will issue a gift voucher for that particular value of the product. If you have opened and/or used the product and are not satisfied, we will pass your feedback onto the supplier of the product. The supplier’s remedy is then up to their own discretion and Elsona itself will not be held responsible for issuing a credit.
Missing items
If an order does not arrive with the buyer within 30 days of sending (excluding unforeseen circumstances such as postal strikes, extreme weather, political events), please send us an email with the full details of the product bought. Once we have investigated the claim, you will be entitled to a refund from the supplier of the product.
Damaged items
If a product is damaged or broken when you receive it, you must inform us within one working day (24 hours) of receiving it.
We will require the following information to assess the damage:
- photograph of the outer box (including whether it has a Fragile sticker or not);
- photograph of the inside of the box, including the inner packaging; and
- photograph of the damaged item.
Please send an email to shop@elsona.store, containing the above information, including your order number and a detailed description of the problem.
Incorrect items
If you receive an item that you think is incorrect please notify us immediately by email within 24 hours, including your order number and necessary details. We will contact you to resolve the issue and make the necessary arrangements.
Shipping
We send parcels regularly, within 10 business days of an order being placed. Our shipping link is Courier Guy.
Custom orders may take longer and we will communicate this with you by email.
You will receive an email to tell you when your parcel has shipped so you know when to expect it.
We use reliable mail service providers that deliver worldwide.
For international orders our shipping rates are charged per 500g, including packaging materials. You may wish to add to your order to get the best value for money on the shipping.
Export
All customers purchasing products from outside of South Africa will be responsible for payment of import duties and taxes required.