TERMS OF SALE

GENERAL CONDITIONS OF SALE

All items on our site are new, we do not sell used products. All prices include VAT, net of any discounts due to promotional codes. Each order will be accompanied by a regular packing list or commercial invoice (only if expressly requested at the time of ordering in the "Notes" section). 

ORDERS CAN BE PLACED IN THE FOLLOWING WAYS

Order online

Buying online is really easy, just a few simple clicks. 

The contract stipulated between Elisendra® and the customer must be considered concluded with the acceptance, by the customer, of the conditions of sale, by clicking on the “Place Order” button on the 'Check Out' page. Elisendra® will send an “Order Confirmation” email to the customer as acceptance of the order. 

Once the online purchase procedure has been completed, the customer will print or save an electronic copy and in any case keep these general conditions of sale, in compliance with the provisions of Legislative Decree no. 206/2005 (Consumer Code). 

Order by email

To place an order by email, simply send an email to customer@elisendra.com. If the order is paid with PayPal, credit card or Scalapay, since sensitive data will be processed, the process will be guided until payment. If the order is paid by bank transfer or cash on delivery, simply send the shipping information relating to the delivery location of the chosen item to the same email address above; Elisendra® will take care of filling out the order on behalf of the customer. 

Telephone order

To place a telephone order, simply call +393333287102 or, alternatively, contact the same number via the instant messaging service WhatsApp. If the order is paid with PayPal, credit card or Scalapay, since sensitive data will be processed, the process will be guided until payment. If the order is paid by bank transfer or cash on delivery, simply communicate, to the same telephone contact above, the shipping data relating to the place of delivery of the chosen item; Elisendra® will take care of filling out the order on behalf of the customer. 

SHIPPING METHODS

Elisendra®, thanks to its partnership with the express courier BRT, can deliver its items within the Italian National Territory, in all the countries of the European Union (Austria AT, Belgium BE, Bulgaria BG, Croatia HR, Czech Republic CZ, Denmark DK, Estonia EE, Finland FI, France FR, Germany DE, Greece GR, Hungary HU, Republic of Ireland/Eire IE, Latvia LV, Lithuania LT, Luxembourg LU, Netherlands NL, Principality of Monaco MC, Poland PL, Portugal PT, Romania RO, Slovakia SK, Slovenia SI, Spain ES, Sweden SE) and the United Kingdom (GB).

SHIPPING TIMES

Shipping times are indicated in the product sheet of the chosen item.

Every day our commitment is to have enthusiastic customers; that's why we try to fulfill orders in the shortest time possible or to notify the customer if the shipment is delayed. 

The BRT express courier makes deliveries in the Italian National Territory in 24/48 working hours (48 working hours for Puglia, Basilicata, Calabria, Sicily and Sardinia) and in Europe between 3 and 5 working days, from Monday to Friday. 

SHIPPING TO FERMOPOINT

The customer has the option, when completing the order, to have his item shipped to any Fermopoint of his choice. 

When ordering, on the 'Check Out' page, you will need to tick the option "Ship to a Fermopoint". In this way, after entering your billing details and clicking on the "Search" button in the Fermopoint panel, you will need to select the desired Fermopoint. The customer, once the item has been delivered to the desired Fermopoint, can collect it whenever he wants. 

The Fermopoint service is completely free and available only in the Italian National Territory. Shipping times to Fermopoints are 24/48 working hours (48 working hours for Puglia, Basilicata, Calabria, Sicily and Sardinia), from Monday to Friday. 

SHIPPING COSTS

Shipping costs for all of Italy for orders over €69 will always be free. 

Shipping costs for all of Italy for orders under €69 will be €5. 

Shipping costs for orders to be delivered abroad will be calculated in the final price of the item. 

PAYMENT METHODS

Elisendra® offers its customers the following payment methods. 

Payment by bank transfer: in case of payment by bank transfer, the customer must do so within 5 days of order confirmation, using the following data:

Owner: White Angel Srl

Institution: Castagneto Carducci Cooperative Credit Bank

IBAN: IT47K0846125100000010959481

BIC/SWIFT: CCRTIT2TCAS

Once the payment has been made, it will be necessary to send an email with the receipt or CRO to customer@elisendra.com, otherwise after 5 days the order will be automatically cancelled.

Payment by credit card: in case of payment by credit card, the customer will be redirected to the Stripe platform, where he/she can make the payment with complete peace of mind: all transactions relating to credit card payments are carried out via SSL (Secure Socket Layer) cryptographic protocol. For further information regarding the Stripe platform, we invite you to consult the website https://stripe.com;

Payment with PayPal: in case of payment via PayPal, the customer will be redirected to the PayPal platform, where he/she will have to enter the personal email and password previously registered and proceed according to the usual methods of the PayPal circuit. For further information regarding the PayPal platform, we invite you to consult the website https://www.paypal.com;

Payment by cash on delivery: in case of payment by cash on delivery, it must be made directly to the express courier BRT upon receipt of the product;

Payment by cash on delivery is available only in the Italian National Territory, with a small supplement of €3.

Important: If the customer, after having decided to pay by cash on delivery, decides not to proceed with the purchase of their item, they are asked to notify Elisendra® before the package is shipped. Otherwise, Elisendra® will recover the costs of returning the item from the customer. 

Deferred payment with Scalapay: in the case of deferred payment in three installments, without additional interest, via Scalapay, the customer will be redirected to the Scalapay platform, where he can make the payment with complete peace of mind: all transactions relating to credit card payments are carried out via SSL (Secure Socket Layer) cryptographic protocol. For further information regarding the Scalapay platform, we invite you to consult the website https://www.scalapay.com.

Payment in three installments, without additional interest, via Scalapay, is available in the Italian National Territory and in the following European countries: Austria AT, Belgium BE, Finland FI, France FR, Germany DE, Netherlands NL, Portugal PT, Spain ES.

SHIPMENT TRACKING

When the chosen item leaves our company, the customer will receive a communication from the express courier BRT with the tracking code 'BRTcode', so that they can monitor the package on the website https://www.brt.it. If the customer does not receive any code, it is possible to send a request by email to customer@elisendra.com, or alternatively, by calling the number +39 3333287102; it will also be possible to contact the same number via the instant messaging service WhatsApp. 

Instead, by using the order number, which can be found in the summary email sent by Elisendra® and/or on the “Orders” page of your personal area on the website https://www.elisendra.com, you can track your shipment directly on the Elisendra website, by entering the aforementioned number in the search string on the following page https://www.elisendra.com/traccia-il-tuo-pacco/. 

HOW TO BEHAVE WHEN RECEIVING THE PACKAGE

When the courier delivers the package, the customer must verify that: 

the package is intact, not damaged or wet and in any case compliant with the standard characteristics of a package;

the adhesive tape is intact and not tampered with;

the number of packages indicated on the consignment note corresponds to the number of packages actually delivered

If, upon receipt of the shipment, the package is found to be non-compliant, the customer can proceed in two ways. 

Accept the shipment with reservation: the customer must make a reservation on the consignment note before signing for acceptance, specifying the reasons and promptly communicating, where possible, the extent of the damage;

Refusing delivery: the customer must express to the carrier the unacceptability of the delivery.

Any complaints must be immediately raised with the carrier. In the absence of these, the product is considered to have been regularly delivered. 

CUSTOMER SERVICE

Elisendra® is committed to informing and advising the customer with maximum efficiency and availability, before, during and after the sale. You can access the customer service: 

by sending an email to customer@elisendra.com;

by sending a message via the WhatsApp application to the telephone contact +393333287102;

by calling +393333287102;

by sending a message to the official Elisendra® account on the social network Facebook, available at the following link https://www.facebook.com/elisendrastore;

by sending a message to the official Elisendra® account on the Instagram social network, available at the following link https://www.instagram.com/elisendra  

RETURN PROCEDURES

Elisendra® applies the “Reso NoProblem” solution. 

The customer, in case he/she changes his/her mind about a color or model, will have the possibility to carry out a return procedure among the following three: replacement, refund or coupon. 

The customer, in accordance with Legislative Decree no. 21/2014, implementing Directive 2011/83/EU of the European Parliament and of the Council, may exercise his/her Right of Withdrawal no later than 14 days after receiving the purchased item. 

Important: These return procedures are intended to be applicable to items that do not present defects of conformity and/or production. With regard to items that present any defects of conformity and/or production, please refer to the following section relating to the guarantee offered by Elisendra®. 

In order to start a return procedure, the customer must carry out the following steps: 

If the order was placed after registering on the website https://www.elisendra.com, log in to your personal area;

If the order was placed without registering on the website, log in to your personal email inbox;

Go to the “Orders” page and copy the order number of the item to be returned;

Alternatively, look for the email sent by Elisendra® with the order summary of the item to be returned and copy the order number (you can find it above the summary table, where it says 'Order #…');

Send the return request by email to customer@elisendra.com, indicating the type of return desired, the order number and, in the case of an order containing multiple items, specify the item that will be returned.

After completing these steps, the customer will receive a communication from Elisendra® specifying the next steps needed to successfully complete the return procedure. 

Important: In order to speed up and facilitate the return procedures, Elisendra® recommends using the express courier BRT to return the item to the company, given the long-lasting and trustworthy commercial partnership that links Elisendra® to BRT. For this reason, the email that the customer will receive after starting the return request will contain a link to book the collection of the item via BRT. The prices indicated in the following paragraphs refer to the rates applied by the express courier BRT. The customer will however have total freedom of choice regarding the courier that will take care of the return of the item to the company. 

Replacement

The customer, if he wishes, may replace an item with another of his choice. 

Elisendra® undertakes to ship the replacement item within 3 working days of receipt of the returned item at the company. The delivery times are the same as those indicated in the product sheets of the items, i.e. 24/48 working hours for Italy (48 working hours for Puglia, Basilicata, Calabria, Sicily and Sardinia) and between 3 and 5 working days for abroad. 

If the item is to be shipped from Italy, the fee will be €9 (€12 if the item is to be shipped from Puglia, Basilicata, Calabria, Sicily and Sardinia). If the item is to be shipped from abroad, the fee will be €30. 

Reimbursement

The customer, if he wishes, can be refunded for the purchase of an item. 

Elisendra® undertakes to refund the customer within 14 days of delivery of the item in question to the company; refund times may vary based on the contractual conditions relating to the various credit card or current account service providers used by you. 

In the event of a request for a refund of an item included in an order subject to special promotions (discount upon reaching certain spending thresholds, discounts on the third item purchased, and similar), the value of the refunded amount will be subject to the recalculation of the promotion on the items of the same order not returned. 

If the item is to be shipped from Italy, the fee will be €9 (€12 if the item is to be shipped from Puglia, Basilicata, Calabria, Sicily and Sardinia). If the item is to be shipped from abroad, the fee will be €30. 

Coupon

The customer, if desired, can receive by email a coupon, issued by Elisendra®, for an amount equal to the amount spent on the purchase of an item that he/she wishes to return to Elisendra®. 

The coupon can be used to purchase any item on https://www.elisendra.com, will be valid for one year and can be spent in a single transaction. The promotional code on the coupon can be entered on the 'Cart' or 'Check Out' page, at the customer's discretion. 

Elisendra® undertakes to issue the coupon to the customer within 14 days of delivery of the item in question to the company; 

In the event of a request to issue a coupon for an item that is part of an order subject to special promotions (discount upon reaching certain spending thresholds, discounts on the third item purchased, and similar), the value of the coupon will be subject to the recalculation of the promotion on the items in the same order that are not returned. 

If the item is to be shipped from Italy, the fee will be €9 (€12 if the item is to be shipped from Puglia, Basilicata, Calabria, Sicily and Sardinia). If the item is to be shipped from abroad, the fee will be €30. 

Important: If there is a need to return more than one item, the customer must carry out the return procedure individually for each item, choosing the desired return method for each of them (which may therefore be different for each individual item) and sending the items in a single package and in a single shipment. 

HOW TO PREPARE RETURN PACKAGING CORRECTLY

Place the item(s) to be returned in a tightly closed packaging box, along with a printed copy of the email(s) sent by Elisendra® following the implementation of the return request, and hand the package over to the courier when they collect it. 

Elisendra® recommends not to reuse the “original” packaging box to make the return, but to use a new box. If the item is damaged due to packaging not compliant with transport by courier, we will no longer be able to accept the item and proceed with the replacement / refund / issuance of the coupon. 

Important: In order to complete the return procedure, the item in question must be returned to us in the same conditions in which it was delivered to the customer, that is, depending on the packaging chosen by the customer:

Inside the “Carta Lux” envelope with Elisendra® brand;

Inside the rustic cardboard box with Elisendra® branding;

Inside the original Elisendra® branded dust bag;

Inside the Elisendra® branded box;

With the Elisendra® branded paper tag still attached.

Otherwise, we will no longer be able to accept the item and proceed with the replacement / refund / coupon issue. 

WARRANTIES

All products sold by Elisendra® are covered by the manufacturer's conventional warranty and by the 24-month warranty for defects in conformity and/or production, pursuant to Legislative Decree no. 24 of 2 February 2002. The 24-month warranty is reserved for the private consumer (a natural person who purchases the goods for purposes not related to his/her professional activity, or makes the purchase without indicating a VAT number in the order form) 

In the event of a lack of conformity and/or production, the customer may proceed with the same methods illustrated in the "Return Procedures" section; furthermore, if desired, the customer will also have the possibility of requesting the repair of the purchased item that presents a lack of conformity and/or production. 

Shipping costs related to the return to the company of a product that presents a defect of conformity and/or production will be covered by Elisendra®.

Repair

The customer, if he wishes, may request the repair of the purchased item which presents a defect of conformity and/or production. 

We offer a repair service at a fixed cost of 25 euros, which also includes shipping costs. This service is available exclusively for products purchased on our site in the last 24 months.

Where it is not possible to restore the conformity of the item, Elisendra® will replace the item in question with the same model that does not present defects of conformity and/or production.

Elisendra® undertakes to ship the repaired or replacement item within 14 working days of receipt of the item in question at the company. Delivery times are the same as those indicated in the product sheets of the items, i.e. 24/48 working hours for Italy (48 working hours for Puglia, Basilicata, Calabria, Sicily and Sardinia) and between 3 and 5 working days for abroad.

Important: Items are subject to normal deterioration due to the seasonality of fashion products and such types of wear are therefore not to be considered as defects in conformity and/or production.