Orders and delivery

No. You can check out as a guest, providing only the details needed for delivery and billing. An account makes it easier to find your orders and follow their progress, but it is optional.

Delivery is free on every order, with no minimum spend.

We prepare your order and hand it to the courier within 3 working days of payment confirmation. Saturdays, Sundays and public holidays are not counted as working days. We’ll email you at each stage.

We’ll email you whenever the status changes. If you have an account, your full order history is available in My account. If you checked out as a guest and need an update, email info@eligendaroma.com with your order number.

Yes. If your order has not yet been dispatched, email info@eligendaroma.com straight away with the order number and we’ll stop it.

If it has already been dispatched or delivered, you can exercise your right to cancel within 14 days of delivery using the online form. You do not need to give a reason, and it costs you nothing.

Email info@eligendaroma.com with a few photos and we’ll help. We remain responsible for any loss or damage in transit until you, or someone you have nominated, physically receives the parcel.

Payment, returns and refunds

Credit or debit cards (Visa, Mastercard and American Express), PayPal, Apple Pay, Google Pay and Klarna. All prices are in euros and include VAT. We do not add a surcharge for your chosen payment method. See Payment for details.

Yes. Payments are processed directly by the networks and providers shown at checkout. This website does not see or store your card details.

You have 14 days from receiving your order to tell us you wish to cancel, followed by another 14 days to send the products back. You meet the deadlines by sending your notice and then dispatching the parcel within those periods; the dates on which we receive them do not determine whether you are on time.

Use the online form on the Right to cancel page to receive immediate written confirmation with the date and time.

Yes. All our products can be returned, even if you have opened and tried them. No item in our range is excluded from the right to cancel. You may handle and examine a product as you would in a shop. If you use it beyond what is necessary to assess its nature, characteristics and functioning, we may deduct an amount reflecting the loss in value from your refund. We will explain the amount and reason in writing.

Please note that the Travel Kit is sold as a single item and must be returned in full.

Nothing. We cover the return delivery costs. Within one week of your request, we’ll email you a prepaid return label to print and attach to the parcel, so you do not have to pay upfront. If the label is delayed, please contact us. Time spent waiting for it will not count against you.

Without undue delay and no later than 14 days after we receive your cancellation request, using the same payment method you used for the purchase. We will not ask for your IBAN. As permitted by law, we may wait until we receive the products or evidence that you have sent them back, whichever happens first, before issuing the refund.

This is separate from cancellation, and you have longer to act. We are responsible for defects that become apparent within two years of delivery. You can choose a free repair or replacement. If these remedies are unavailable or do not resolve the problem, you can request a price reduction or termination of the contract. During the first year, you do not have to prove that the defect existed at delivery; this is presumed. Email info@eligendaroma.com.