Shipping policy

SHIPPING POLICY

Delivery

Elly Secret delivers worldwide through our shipping partners: UPS, DHL, FedEx, and postal services.

Estimated Delivery Times

  • Europe: 3–5 business days

  • North America and Asia: 5–10 business days

Please note that both transit times and delivery availability may be affected by force majeure events, including but not limited to:

  • Natural disasters

  • War or armed conflict

  • Acts of terrorism

  • Strikes

  • Pandemics

  • Government restrictions

  • Other circumstances beyond our reasonable control

In such cases, Elly Secret reserves the right to suspend or cancel delivery until conditions allow for safe and lawful shipping.

Shipping Costs

We offer worldwide shipping with rates starting from €21 / $23 per order.

Shipping costs are calculated per order and consist of:

  • A base shipping fee (economy or express), plus

  • A per-item surcharge, which varies depending on the product category

Insurance

All parcels are insured only against loss.

If the courier confirms that a parcel has been lost, Elly Secret will file a claim with the courier and, upon approval:

  • Reship the order at no additional cost, or

  • Issue a refund

Please note:

  • Insurance does not cover damage to goods

  • Insurance does not cover shipping delays

  • Insurance does not cover other circumstances beyond our control

Order Processing Time

Products are shipped by Elly Secret’s partners within 1–5 business days after payment for the order has been received.

All orders are always subject to payment verification before shipment.

For prepaid orders (excluding bank transfer), if Elly Secret receives any anomaly report — such as a mismatch between the registered customer name and the credit card holder’s name — goods will be shipped within 7 business days after successful payment verification.

In the unlikely event that a product is not delivered within 10 business days from order confirmation, customers are requested to email ellysecretlux@gmail.com with the subject line:

“Non-delivery”

Please include:

  • Your order number

  • Any additional relevant information

Once the email is received, Elly Secret will contact the customer within 4 business days to resolve the issue.

Unclaimed Parcels

If a parcel is not collected and is returned to the seller, the buyer will be responsible for:

  • All return shipping costs

  • Any applicable customs charges

The buyer will also be charged a fixed fee of €45 / $55 for unclaimed parcels.

If the actual return shipping or customs charges incurred by Elly Secret exceed this amount, Elly Secret reserves the right to invoice the buyer for the difference once such charges are confirmed by the courier.

The same provisions apply if a parcel is returned due to incorrect or incomplete shipping information provided by the buyer.

Customs Duties

For shipments outside the European Union, all customs duties, taxes, and additional clearance charges shall be borne by the buyer.