We like to keep you informed. Also about your order. How?

• Your order has been received correctly.. then you will receive an order confirmation by email within 1 hour.
• Your order has been shipped. You will then receive an email with the track and trace information to track your order.

Track & trace

After the package has left our warehouse, you can track it via the track & trace link on the website of the delivery service of your order. You can find this link in the shipping confirmation. For smaller products that are sent as letter post, you will not find track & trace in the shipping confirmation. You cannot track these shipments.

• For orders where you have chosen installation service, or which are not shipped by parcel service due to their size, we will always call you to make an appointment for delivery.

I have not received my package

You are expecting a package but it was not delivered by us. That is annoying, but don't worry. First check the points below:

Check the Track & Trace code of the package

• In the shipping confirmation you will find the Track & Trace code. Check via this link on the Track & Trace page whether the time frame indication of the delivery may have shifted.

Check the delivery address

• Is the delivery address you entered correct? If it is not correct, please contact us.

Change or cancel order

If the package has not yet left our warehouse, there is no problem. However, we are quite fast, which means there is a big chance that we can no longer cancel or change your order. Is your package already on its way? Then you can actively refuse the order. You then inform the postman that you do not want the package. Do not worry, the postman does not mind. After we have received the package back, we will contact you to find a solution. Cancelling or actively refusing an order is free of charge.

Change your address

Have you moved or have you ordered something that is being sent to an incorrect address? Let us know. In case of a move, you can easily change your address in your El-vidas account. Have you already placed an order? Let our customer service know.

I received my order with damage

We pack our products as well as possible, but damage to your product can unfortunately occur during delivery. We are happy to solve this for you! All our shipments are shipped insured, always check your shipment within 72 hours of receipt, if you notice damage to your shipment, always contact our customer service immediately. Damage reports that are made later than 72 hours after receipt can no longer be processed. Please note that we cannot process damage reports after mounting on the wall. The product must be properly checked before mounting. When picking up, the transport is your own responsibility, all screens are checked by us before they are given away, if desired we do this together with you.