TERMS OF SALE

GENERAL CONDITIONS OF SALE

All the items on our site are new, we do not sell used products. All prices are inclusive of 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 the order in the "Notes" section). 

IT IS POSSIBLE TO MAKE ORDERS ACCORDING TO THE FOLLOWING METHODS

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 customer's acceptance 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 n. 206/2005 (Consumer Code). 

Order by mail

To place an order by mail, just send an email to customer@elisendra.com. If the order will be paid with PayPal, credit card or Scalapay, since sensitive data will be processed, the process will be guided up to the payment. If the order will instead be paid by bank transfer or cash on delivery, just send the shipping data relating to the place of delivery of the chosen item to the same email address above; Elisendra® will take care in its entirety of completing the order on behalf of the customer. 

Phone order

To place an order by telephone, just call +393333287102 or, alternatively, contact the same number via the WhatsApp instant messaging service. If the order will be paid with PayPal, credit card or Scalapay, since sensitive data will be processed, the process will be guided up to the payment. If the order will instead be paid by bank transfer or cash on delivery, it will be sufficient to communicate, to the same telephone contact above, the shipping data relating to the place of delivery of the chosen item; Elisendra® will take care in its entirety of completing 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 European Union countries (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 selected item.

Every day our commitment is to have enthusiastic customers; this is why we try to fulfill orders as quickly as possible or to notify the customer if the shipment is delayed. 

The BRT express courier delivers 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 possibility, when completing the order, to have his article sent to any Fermopoint of his choice. 

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

The Fermopoint service is totally 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 FEES

Shipping costs throughout 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. 

TERMS OF PAYMENT

Elisendra® makes the following forms of payment available to its customers. 

Payment by bank transfer: in case of payment by bank transfer, the customer must necessarily make it within 7 days of order confirmation, using the following data:

Owner: White Angel Srl

Institution: Castagneto Carducci Cooperative Credit Bank

IBAN: IT47K0846125100000010959481

BIC/SWIFT: CCRTIT2TCAS

Payment by credit card: in case of payment by credit card, the customer will be redirected to the Stripe platform, where he can make the payment in complete peace of mind: all transactions relating to credit card payments take place via SSL cryptographic protocol (Secure Socket Layer). For more information about the Stripe platform, please visit the website https://stripe.com;

Payment by PayPal: in case of payment by PayPal, the customer will be redirected to the PayPal platform, where he will have to enter the previously registered personal email and password and proceed according to the usual methods of the PayPal circuit. For more information about the PayPal platform, please 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 BRT express courier 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 deciding to pay by cash on delivery, decides not to proceed with the purchase of his item, he is asked to notify Elisendra® before the package is shipped. Otherwise, Elisendra® will claim against the customer for the costs of returning the item. 

Deferred payment with Scalapay: in the event 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 in complete tranquillity: all transactions relating to credit take place via SSL (Secure Socket Layer) cryptographic protocol. For more information about the Scalapay platform, please visit the website https://www.scalapay.com.

Payment in three installments, without additional interest, through 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.

SHIPPING TRACKING

When the chosen item leaves our company, the customer will receive a communication from the BRT express courier with the 'BRTcode' tracking code, so that he can track 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 +39 3333287102; it will also be possible to contact the same number via the WhatsApp instant messaging service. 

Instead, 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 keep track of 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 ON RECEIPT OF THE PACKAGE

When the courier delivers, 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 waybill corresponds to the number of packages actually delivered

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

Accept the shipment with reserve: the customer must put a reserve on the waybill before signing for acceptance, specifying the reasons and promptly communicating, where possible, the extent of the damage;

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

Any disputes must be immediately raised to the carrier. In the absence of these, the product is considered duly delivered. 

CUSTOMER ASSISTANCE SERVICE

Elisendra® undertakes to inform and advise the customer with maximum efficiency and availability, before, during and after the sale. You can access the customer support service: 

by sending an email to the email address customer@elisendra.com;

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

by calling the number +393333287102;

by sending a message to the official Elisendra® account on the Facebook social network, 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. 

Should the customer change his mind about a color or model, he will have the possibility of being able to carry out one of the three following return procedures: replacement, refund or coupon. 

The customer, according to the provisions of Legislative Decree n. 21/2014, transposing Directive 2011/83/EU of the European Parliament and of the Council, you can exercise your Right of Withdrawal within and no later than 14 days from receipt of the purchased item. 

Important: These return procedures are intended to apply to items that do not have conformity and/or production defects. As for the articles that present any conformity and/or production defects, we refer you to the reading of the following section relating to the guarantee offered by Elisendra®. 

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

If the order was placed following registration on the website https://www.elisendra.com, access your personal area;

If the order was placed without registering on the website, access your personal e-mail box;

Access 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 carrying out these steps, the customer will receive a communication from Elisendra® which will specify the next steps necessary to successfully complete the return procedure. 

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

Replacement

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

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

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

Reimbursement

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

Elisendra® undertakes to reimburse the customer within 14 days of delivery of the item in question to the company; the repayment times may vary according to the contractual conditions relating to the various credit card or current account service providers you use. 

In the event of a refund request 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 the like), the value of the refunded amount will be subject to the recalculation of the promotion on the items from the same order not returned. 

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

Coupon

If desired, the customer can receive a coupon via email, issued by Elisendra®, for an amount equal to the expense made for the purchase of an item that he/she wishes to return to Elisendra®. 

The coupon can be used for the purchase of 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 the like), the value of the coupon will be subject to recalculation of the promotion on items from the same order that are not returned. 

If the item has to be shipped from Italy, the fee will be €9 (€12 if the item is shipped from Puglia, Basilicata, Calabria, Sicily and Sardinia). If the item has 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 send the items in a single package and in a single shipment. 

HOW TO PROPERLY PREPARE THE RETURN PACKAGING

Insert, in a tightly closed packing box, the item or items to be returned and a printed copy of the email sent or emails sent by Elisendra® following the implementation of the return request and deliver the package to the courier when he performs the withdraw. 

Elisendra® advises not to reuse the "original" packaging box for returns, but to use a new box. If the item is damaged due to packaging that does not conform to transport by courier, we will no longer be able to accept the item and proceed with the replacement / refund / issue of the coupon. 

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

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

Inside the Elisendra® branded rustic cardboard box;

Inside the bag in original anti-dust cloth with Elisendra® brand;

Inside the box with the Elisendra® brand;

Provided with the paper tag with the Elisendra® brand still attached.

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

WARRANTIES

All products sold by Elisendra® are covered by the manufacturer's standard guarantee and by the 24-month guarantee for conformity and/or production defects, pursuant to Legislative Decree n. 24 of 2 February 2002. The 24-month guarantee is reserved for the private consumer (natural person who purchases the goods for purposes not related to his 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 can proceed with the same methods illustrated in the "Return Procedures" section; moreover, if desired, the customer will also have the possibility to request the repair of the purchased item that presents a lack of conformity and/or production. 

The shipping costs relating to the return to the company of a product that presents a lack of conformity and/or production will be covered by Elisendra®.

Repair

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

The service is provided against payment for items no longer covered by warranty (see return procedures paragraph) at a cost of 25 euros including shipping costs. 

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

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

Important: The 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 conformity and/or production defects.