Frequent questions

What payment methods do you have?

Our payment methods are: bank transfer, credit card, PayPal, cash on delivery (available only in Italy, with a small surcharge of €3 for the courier) and Scalapay.

How do shipments work?

For shipments we rely on the BRT express courier, which allows us to send the orders we receive throughout Italy in 24/48 working hours (48 working hours for Puglia, Basilicata, Calabria, Sicily and Sardinia) and in Europe in 3/4 /5 business days, Monday to Friday. Shipping costs for Italy are always free for orders whose value exceeds €69; instead there will be a small commission of €5 for orders whose value does not exceed €69. Shipments to be made outside Italy will be charged to the customer: the commissions will be added directly to the price of the bag. We also offer the possibility of delivering your order to a Fermopoint of your choice at no additional cost and with the same timing as above. However, this service is only available in Italy.

How can I track my order?

When the chosen item leaves our company, you will receive a communication from the BRT express courier with the 'BRTcode' tracking code, so that you can monitor the package on the website https://www.brt.it . If you do not receive any code, you can send us a request by mail to customer@elisendra.com , or alternatively, by calling us on +393333287102 ; you can also contact the same number via the WhatsApp instant messaging service. Instead, using the order number, which you can find in the summary email we sent you and/or on the "Orders" page of your personal area of this website, you can keep track of your shipment by entering the aforementioned number in the search string on the following page https://www.elisendra.com/traccia-il-tuo-pacco/ .

How can I contact you, do you have customer service?

We don't have simple customer assistance, we have super customer assistance, which undertakes to inform and advise you with maximum efficiency and availability before, after and during the purchase, activate

MON: 10am - 6pm

TUE: 10:00 - 18:00

WED: 10:00 - 18:00

THU: 10:00 - 18:00

FRI: 9.30am - 5.30pm

SAT: 10:00 - 12:00 / 16:00 - 18:00

SUN: 10:00 - 12:00

You can get in touch with customer assistance via email , WhatsApp , Facebook , Instagram or by calling +393333287102 .

What brand is Elisendra® ?

Elisendra® is a very young Italian brand which has already achieved enormous success. Its designer, the Tuscan Pablo Baldini , has worked in the world of artisan and luxury leather goods, collaborating with big names such as Prada Milano, Armani, Bulgari and Burberry. The most famous product of the Elisendra® brand is the Saray® backpack known as "The Black Diamond", with its unmistakable design. Unique style and high customization are the strengths that unite all the models of the Elisendra® collections. We are always looking for innovation and freshness, to offer products that can never get tired.

Do you have any reviews?

Yes! We have created a dedicated section directly on our website, containing the thousands of reviews made by our customers and it can be easily consulted by clicking here . You will also find our customers' reviews on our social channels, by consulting our Instagram and Facebook profiles . You can also find us on TRUSTPILOT

Are your products Made in Italy, with real leather?

Absolutely yes, Made in Italy and with genuine leather! We are the designers and producers of our models; in other words, the company that produces our items and those for other big brands is ours! With Elisendra® there are all possible guarantees that our models are authentic quality Made in Italy.

What are your return methods?

We at Elisendra® apply the "Reso NoProblem" solution: should you change your mind about a color or model, you will have the option of being able to carry out one of the three following return procedures: replacement, refund or coupon , no later than 14 days from when you will receive your item. To initiate a return procedure you will need to send us an email to customer@elisendra.com indicating the order number of the item in question and the return method with which you wish to proceed; you will then receive a communication from us which will specify the next steps necessary to successfully complete the return procedure.

Is the shoulder strap included in the model?

Absolutely yes, each bag will be delivered together with a basic shoulder strap, which you can also see in the photos of the product sheet. All other 'custom' accessories are excluded and must be selected and inserted separately in the order.

What are custom accessories?

They are the result of a "genius" by the designer of Elisendra®. Since the production plant is at our complete disposal and we have the possibility of working with the best raw materials on the market, we have decided to make available to our customers the opportunity to combine, with each model in our collection, coordinated accessories made with always new and innovative designs and materials.

What guarantee do you give on the product?

For this question, we refer you to the Guarantees section that you find on the site
Click here

Could you make me the order?

Absolutely yes! If you want to pay for the order by credit card, PayPal or Scalapay, we will be able to guide you up to the payment itself, respecting the privacy of your sensitive data. If, on the other hand, you want to pay for the order by bank transfer or cash on delivery, just send us your shipping details, relating to the place of delivery of the product, with an email to customer@elisendra.com or with a WhatsApp message , otherwise we will think.