FREQUENTLY ASKED QUESTIONS
SHIPMENT & DELIVERY
How can I follow the status of my shipment?
As soon as a shipment in on the way to you, you will be able to check on the shipment status on the website www.dhl.de/ Sendeverfolgung (tracking of shipment). Additionally, you will receive an e-mail by DHL as soon as the shipment is on the way to you. It could take a moment until this information is available on the respective website.
Which service provider for shipment does Elias Rumelis work with?
We ship your order with our contract partner DHL.
When will my shipment arrive?
As soon as your parcel is on the way, you will receive a confirmation of the shipment by DHL. This is how you are able to keep track on your shipment. Standard duration: 2-4 working days (Monday-Saturday) within Germany. Shipments abroad will take 3-7 working days.
Is it possible to change the stated address?
Sure! DHL sends you a notification prior to your shipment. There you can determine or change your desired destination and delivery time. I do not live in Germany.
Which are the countries ER delivers to?
Mode of shipment
Price in €
2-4 working days
3-7 working days
3-7 working days
We deliver to the following countries within Europe:
Belgium, Denmark, Finland, France, Greece, Italy, Croatia, Luxembourg, Netherlands, Austria, Poland, Portugal, Sweden, Slovakia, Slovenia, Spain
RETURN SHIPMENT AND REFUND
How can I return my order?
You can send your order back to us within 14 days without any problems.
1.) Pack the merchandise thoroughly and fill out the return form.
2.) Put the merchandise you wish to return into the parcel. Please note that only unworn and unwashed items with label tags may be returned.
3.) Place the filled-out return form in the parcel.
4.) Stick the return label on the outside of your parcel.
Keep the receipt of your return until it is confirmed and the transaction is completed.
Refund via Paypal
In case you return your merchandise, a credit will be submitted onto your Paypal account. You can determine whether the amount is deposited onto your Paypal account or whether it is credited to your bank account.
Refund via credit card
Your data will be submitted encoded to the payment provider who, in turn, will initiate the payment encoded. A refund will only be submitted to the credit card used for payment. As soon as the bank authorizes your payment, you will receive an e-mail as order confirmation. Your account will not be charged before the merchandise leaves our warehouse to be sent to the stated destination. If we cannot ship the ordered merchandise for whatever reason, your account will not be charged.
Do I have to bear the costs for the return shipment?
Presently we pay for the costs of return shipments within Germany. In case of a return shipment we kindly ask you to send an e-mail to the following address: firstname.lastname@example.org. Our customer service will send you an e-mail with your return label within Germany within 48 hours. Presently we do not bear the costs for return shipments for all other countries beside Germany. You will be charged with the costs of the respective delivery service. We kindly ask you to send the parcel to us with the option of tracking the shipment.
Which address do I have to send my return shipment to?
The address is printed on the return label or delivery notification and therefore your shipment will always arrive at the correct address.
BLG Handelslogistik GmbH & Co. KG
c/o ELIAS RUMELIS
D-60386 Frankfurt am Main
Did you return your parcel and now you want to know whether we received it?
As soon as your parcel arrives at our warehouse, you will receive a confirmation e-mail. In case you do not receive this e-mail, please contact our customer service by using the printed contact form or by e-mail (email@example.com) including the following data: 9-digit order number order tracking number item number and amount We will help you as soon as possible!
When will the refund be credited to my account?
Please allow us 14 days to check your merchandise and to credit your refund to your desired term of payment (the original delivery costs are not subject to refund). The amount of my refund is incorrect. Don’t worry, we will take care of you. Please contact our customer service by using the printed contact form or by e-mail (firstname.lastname@example.org) with your request.
I interrupted my transaction (direct cash transfer). What shall I do?
If you decide differently and interrupt the transaction of payment, you will receive an e-mail confirming the breakup. Important to know! During the payment transaction you have no possibility for cancellation. The merchandise will be sent to you and your account will be charged by direct cash transfer.
How can I get a copy of my invoice?
A copy of the invoice is available after shipment of your order. If you ordered quite recently, the order will be shown as soon as it is on the way. You will receive the invoice by our customer service automatically. If you have any further questions, we are happy to help by the printed contact form or by e-mail (email@example.com).
How much was I supposed to pay?
You can always check your personal customer account for an overview of your outstanding account as well as all the information on terms of payment.
PROBLEMS WITH YOUR ODER?
Did you forget to place the return form into your parcel?
It is okay, wait 3 to 4 days until your parcel arrives at our warehouse. I you do not hear anything from us within this time span, please contact our customer service by printed contact form or by e-mail (firstname.lastname@example.org) submitting the following information: If necessary, customer number item number delivery notification We will help you as fast as possible.
You received the wrong item or it is deficient. Our fashion label Elias Rumelis is built on high-quality products and elaborateness. If you receive the wrong item or if it is deficient, we wish to apologize. Please contact our customer service directly by printed contact form or by e-mail (email@example.com) with the following details: order number item number short description of fault We will help as fast as possible!
I received an item I did not order. What shall I do now?
We are sorry to cause you trouble. If the incorrect item was sent by Elias Rumelis directly, just return it to us. Please note on the return form which item you ordered and which was sent to you instead. To receive your desired item, just order again. Of course, we will not bring the incorrect item in account. If you have already paid for the item, we will refund the paid amount as soon as we receive your return delivery.