FAQ – Frequently Asked Questions
1. What are your processing and delivery times?
All orders are processed within 1–3 business days.
Estimated delivery times:
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France & Europe: 5–12 business days
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North America: 7–15 business days
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Other countries: 10–20 business days
📦 Every order includes a tracking number for full transparency.
2. Is shipping free?
Yes ✅. We offer free worldwide shipping on all orders, with no minimum purchase required.
3. Can I return or exchange a product?
Yes. You have 14 days from the delivery date to request a return.
Conditions:
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The product must be unused, undamaged, and in its original packaging.
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Refunds are processed within 7 business days after we receive and inspect the item.
⚠️ For hygiene reasons, certain items (opened cosmetics, used textiles, etc.) cannot be returned.
👉 See our [Return & Refund Policy] for full details.
4. What payment methods do you accept?
We accept secure payments via:
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Credit/Debit Cards (Visa, Mastercard, American Express)
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PayPal
All payments are protected by SSL encryption and fraud prevention systems.
5. Is my payment information secure?
Absolutely ✅.
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All transactions are processed by certified payment providers.
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We never store your banking information.
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Your shopping is protected by the highest security standards.
6. How can I track my order?
Once your order is shipped, you’ll receive a confirmation email with a tracking number.
You can track your package:
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Through the courier’s website.
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Or directly from the tracking link in your confirmation email.
7. What if my product arrives damaged or incorrect?
If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with photos.
We will provide a free replacement or full refund.
8. How can I contact customer service?
Our support team is available to help you:
📧 Email: info@elmorelewis.com
📞 Phone: +33 7 83 78 16 77
🕘 Monday – Friday, 9:00 AM – 6:00 PM (CET)
We reply to all messages within 24 business hours.