Returns and refunds


You are not satisfied with your order?

You can exchange or return any purchases within 14 days of receipt. The return must include the original receipt and the purchase must be placed in its original packaging.

How to return an item ?

If you wish to return an item, we suggest you sign in your account and fill in the return form. Outside of France, the return fees are at the customer’s expense.You can also bring your order directly to our showroom 33 rue Etienne Marcel, 75001 Paris, from Monday to Friday, 10am- 6:30pm.

How to exchange an item?

If you prefer to exchange your purchase, you can contact us by email at eshop@ellozze.com, mentioning your order reference, the item you would like to exchange and the new item you would like to order instead.

I prefer to pick-up my order directly at the showroom, how can I come?

Our boutique is located 33 rue Etienne Marcel, 75001 Paris, 2nd Floor. We can welcome you from Monday to Friday, 10am- 6:30pm. Please give us a call or send us an email before coming.

Delivery in France and Europe

Deliveries in France and Europe are handled by Colissimo.

What are the delivery times ?

We process and send orders during business days (Monday-Friday, 10am-5pm). Deliveries are handled by Colissimo. The delivery times depend on the chosen service provider.

What are the shipping costs ?

The shipping costs appear in the shopping bag and are automatically calculated after each item added. Costs depend on the chosen service provider and the shipping address.

For a delivery in France, no custom tax to pay.

Where is my order delivered ?

For every order placed on our website, you will receive an email with the shipping address you entered.

Your shipping address is also available on your ELLOZZE’s account in the dashboard.

How can I change my shipping address ?

You can change your shipping address in your ELLOZZE’s account address book.

The new address can be indicated after your shopping bag is confirmed.

Please note that you will not be able to change the shipping address once you proceed to checkout and the order is placed.

Is it possible to track my order ?

You can track your order. Once your shipment is sent, you will receive an email with a tracking link that will enable you to follow your order on the transporter’s website.

Your tracking number is indicated on your ELLOZZE’s account in the dashboard.

When you click on the number, you will be redirected to the transporter’s website to follow the delivery.

Has my order been shipped yet ?

Your order status is indicated in your ELLOZZE’s dashboard. When the status is « shipped », your order has left our boutique.

What can I do if my package is damaged ?

When your order is delivered and you estimate that the package is damaged, please contact our Customer Service that will proceed to an enquiry with the transporter.

How does the Colissimo pick-up at Point Relais service work?

The Colissimo pick-up at Point Relais service is only available in France.

Your order will be delivered with the Standard option within 5 business days (with the exception of weekends and holidays) in France.

We will send you a first email to confirm the shipment of your order. You will be able to track your order by clicking on the tracking number within this email.

You will receive another email sent by Colissimo when you order is about to be delivered. You will have 10 days to pick-up your order. After 10 days, the order will be returned to us.

Delivery countries outside Europe

Deliveries to countries outside Europe are handled by Colissimo.

What are the shipping costs ?

The shipping costs are shown in your shopping bag and calculated automatically after each item added.

Costs are applied by Colissimo and depend on the shipping address.

Should I pay for the customs duties and importation taxes?

Any order placed on the site and delivered outside France may be subject to possible taxes and customs duties which are imposed when the parcel arrives at its destination. These customs duties and any taxes related to the delivery of an item are payable by the customer and are his responsibility.