FAQ

You can reach our customer support at the email address service@elvemworlds.com. Please understand that there may be waiting times during periods of high inquiry volume. To ensure that you receive our response, please also check your spam folder. Please always provide your order number if available.

After completing your order, we will send you an automatic order confirmation via email. If you have not received an email, your order has probably not gone through. Please try again.

If you would like to change your order, please contact our customer support. However, we can only make a change to your order if the package has not yet been processed and handed over to the shipping service provider.

Once your order has been processed, you will receive a shipping confirmation email with your tracking reference and a link to our shipping service provider's website, where you can track your order.

Our shipping time is 2-5 business days in Germany and 3-7 days in the EU. We strive to meet the shipping times; however, there may be delays in some cases.

If you would like to exchange an item for a different size of the same item, or for another product of the same value, please send us the item(s) along with a note on how you would like to exchange it and your order number to:

Elvem
Mittelstraße 30
58256 Ennepetal

Please send exclusively with DHL/Deutsche Post.

If you have not received your order, please contact our customer support so that we can file an inquiry with our shipping service provider. Please note that DHL usually requires 2-3 weeks for a shipment within Germany and 4-6 weeks for a shipment outside of Germany. As soon as we have received a response, we will get in touch with you.

If part of your address is missing or there is a typo in the address, please contact our customer support. However, we can only change the delivery address if the package has not yet been sent to the shipping service provider. If the package is already on its way, you have the option of changing your address yourself using the tracking link. The tracking link is in the shipping confirmation. Please note that this is only possible once the package has left our warehouse and has been scanned by the shipping service provider.

We are sorry that you received the wrong item. Send us the wrong item back to our warehouse along with the order number and a note indicating what you would like to exchange it for:

Elvem
Mittelstraße 30
58256 Ennepetal

Please send exclusively with DHL/Deutsche Post. We will exchange the content and send it to you again. If the exchange is not possible, we will refund your money.

You can cancel orders from Germany and return them to us within 14 days of receipt. 'Upon arrival of your return, your return will be processed accordingly.' Here you will find all the information about exchanges/returns:

refund policy

As soon as we have processed your return and the refund has been issued, you will receive a confirmation email from us. We will refund the purchase amount to the payment method you used to place your original order. The processing time is up to 14 business days. If you have not received a refund after 14 days, please contact our customer support via email. Include your order number so we can assist you quickly.