FAQS EU
How can we help you?
My Order
Has my order been accepted?
After placing an order, you will automatically receive an email with an order overview. Please make sure that the email address you provide when ordering is correct, as all communications will take place via this. The order is accepted through the dispatch and dispatch confirmation.
Can I change or cancel my order?
A quick delivery to you is important to us. That is why orders are processed automatically immediately after your confirmation of the chargeable order. At this point, it is unfortunately no longer possible to change or cancel your order before it is shipped.
However, you can make use of your right of withdrawal after receiving the goods and send the goods back to us.
Can I place an order over the phone?
Unfortunately, no. This is not possible for data protection and security reasons. The products can only be ordered via our website or purchased from our dealers.
Can assembly take place?
Personalization or assembly is currently not possible. Articles are sent unassembled.
Do the prices include VAT?
All our prices in the online shop include VAT - plus shipping costs.
If I place several orders in one day, can they be combined and then do I have to pay the shipping costs each time?
Unfortunately, for technical reasons, we cannot group multiple orders from the same day. Therefore, the shipping costs have to be paid for every order, even if you make several orders in one day. Please understand for that.
Payment Methods
Which payment providers and methods can I use on the website and is it secure?
You can find our current payment providers on Payment Information.
These offer you various options for payment by direct debit, credit card, invoice, etc.
Depending on the payment provider, they will also secure your payment to us as part of their services.
When will I be charged?
After completing your order, the amount will be debited via the payment provider you have selected using the payment method you have chosen.
Can invoice details be changed?
Your details cannot be changed afterwards - please make sure that your details are correct when you place the order.
Delivery
Which countries do we deliver to?
The current countries to which we currently offer shipping can be found on Shipping & Delivery
Please note: Orders can only be placed in countries where the online shop is available.
Products that have been ordered on the website are shipped exclusively from Germany.
Can an order be sent to a different delivery address?
Yes. In the "Shipping" field, you first enter your shipping data. You then have the option to click whether your billing address corresponds to the delivery address. This will then automatically transfer your delivery address as the billing address. Otherwise you can now enter your billing address. A later change after completing your order is unfortunately not possible.
Has my order been shipped?
You will receive a shipping confirmation to the email address you provided after your item has left our warehouse. Please also check your junk folder.
What if I am not home at the time of delivery?
If you are not at home at the time of delivery, the parcel service will leave you a notification about how to proceed. If necessary, please contact them directly or collect the parcel from the parcel drop-off point mentioned.
In order to avoid waiting times, choose your delivery address when ordering so that someone has the opportunity to accept the package for you (workplace, neighbor, acquaintance ...). Delivery to a DHL parcel station is not possible.
Which delivery service does my order come with?
We ship all products with UPS. This does not apply to BCA cylinders that are sent individually with DPD.
Delivery times and delivery costs?
You can find the current and exact information regarding delivery times and delivery costs on Shipping & Delivery
If a delivery is delayed beyond the times listed above, please contact: online.customerservice@elevate-oc.eu
What should I do if I received an incomplete order for several items?
Our articles are sent from different warehouses, so it can happen that not all articles arrive on the same day. It can also happen that we have to send the order in several boxes. If you have not received your order in full within 5 working days of receiving the first package, please contact us at online.customerservice@elevate-oc.eu.
Returns
Returning a product purchased through our website as part of the right of withdrawal.
If you do not like an article, you can return it to us within 14 days after it has been taken possession of by you or a third party named by you who was not the carrier. Please note the following conditions for a return:
- The products have not yet been used, are intact and complete.
- As far as possible, the products must be returned in their original packaging with labels. Please pay attention to this when opening the parcel.
- Products made for you cannot be returned. Likewise, products that are not suitable for return for reasons of health or hygiene, provided that the seal has been removed after delivery.
Please refer to the Right of Withdrawal for more information.
The costs for the return are to be paid by you when the package is posted and will not be reimbursed.
Is it possible to exchange a product ordered on the website?
Unfortunately, a direct exchange is not possible. Products must be returned and re-ordered. Please follow the return instructions.
I received the wrong item with the shipment.
Please contact us at: online.customerservice@elevate-oc.eu if you have received the wrong article.
How will a refund be made?
After receipt of the return and its processing, the refund will be made within 3-10 working days to the means of payment you used.
Where can I return items that I have purchased in the online shop?
Please send your items only to the address provided in the right of withdrawal.
Only there can your right of withdrawal be complied with promptly and without delay.
Please pay attention to the information on the right of withdrawal.
Can I return an item I have purchased from an official dealer?
It is unfortunately not possible to return products that have not been purchased directly from our website. Please contact the dealer from whom you received the goods.
Guarantee & Customer Support
How can a defective product purchased directly from the website be returned to customer service?
If your product is defective within the statutory warranty obligation and / or our guarantee period, we will be happy to take care of a corresponding rectification of the defect. To do this, we must check which guidelines apply to the defect on your product. Please contact us with an exact description of the error - if possible with images and the order number and the name of the person placing the order at: online.warranty@elevate-oc.eu
This only applies to products purchased directly from our website. If you purchased the product from a retailer, please contact them directly for subsequent performance.
General
What can I do if I cannot find the answer to my question here?
If the help function cannot answer your question, please contact us: online.customerservice@elevate-oc.eu
As soon as you have sent your request, we will do our best to reply within 48 hours on working days in Bavaria. Thank you for your patience.
How do I get the latest information?
To get the latest information, you can easily subscribe to our newsletter. Simply enter your email address in the appropriate field on our website.
How can I unsubscribe from the newsletter?
To unsubscribe from the newsletter, simply click on the unsubscribe link at the bottom of the newsletter.