FAQ

Q: I lost a part of my product. Can I get a new one?

That can happen. You can order a selection of our spare parts yourself on our spare parts page. Is the part you are looking for not listed here? Then click here to contact us. For quick processing, please indicate upfront which product you have and which part you are missing.

Q: Can I still change or cancel my order?

Once you have placed an order, you cannot change or cancel it yourself. Sometimes we can still cancel the order for you, please note that we cannot remove a single item from your order. We are only able to cancel the whole order. Whether or not this is still possible depends on the processing status of your order at that time. If you have not yet received a shipping confirmation, we may still be able to cancel your whole order. If the order has already been shipped or processed by our logistics department, unfortunately, the only option is to refuse the order at the door or return it yourself. Our carrier will then return the package to us, and once we have received it, we will refund the amount within 14 days. If you need to change the delivery address, we can sometimes adjust this if the order has not yet been processed by our logistics department. If we can no longer adjust it, you can also intervene yourself. You will receive emails from our carrier with a track & trace code and updates about your delivery. In this e-mail, you can indicate via a button that you want to pick up the package at a collection point and choose, for example, a store near you. Please click here to contact us if you have any further questions

Q: When will my order be delivered?

We do our utmost to deliver the package to your home as soon as possible. Before you place an order, you will be informed about the expected delivery time. We aim to deliver within 6-8 working days after confirmation of your order. However, delays may occur due to unpredicted events. You can keep an eye on the status of your order yourself by using the track & trace link provided by us. If you have any questions, click here to contact us.

Q: My package or product is damaged, what can I do?

That’s very inconvenient! We would like to ask you to report this by clicking here to contact us. In order to help you quickly, we require the following information: The ordernumber A description of the damage Which product(s) are concerned What quantities of those product(s) Your order number Pictures of the damaged product(s)

Q: How can I return my order?

The packing slip that comes with your order also contains information on the return steps: Pack the unwanted items, preferably in the original packaging. Go to: www.elho.com/returns and follow the steps to create and print out your return label and form. Stick the return label (page 1) onto the outside of the box. Add the return form (page 2) into the box with the unwanted products. Then go to https://www.dpd.co.uk/apps/shopfinder to find your nearest drop off point. The products that you want to return must be sent to us within 30 days after you have submitted a return request on the website. The products must be returned with all accessories supplied and – if reasonably possible – in the original condition and packaging. If you return your whole order, you will be refunded the full order amount including shipping costs. If you only return part of the order, only the amount of that product will be refunded. If the product is damaged or the packaging is damaged beyond repair, we may charge you for the reduced value of the product. So please treat the product with care and make sure it is well packed when you return it. Within 14 days of receiving the return, the amount due will be refunded, provided the product has been received in good condition.

Q: Which countries does elho deliver to?

Elho delivers to the following countries: Netherlands Mainland United Kingdom (including: England, Wales and Scotland) Germany France Belgium Spain (excluding: Ceuta, Santa Cruz de Tenerife, Las Palmas, Les Baleares, Melilla) Italy (excluding: Agrigento, Cagliari, Caltanissetta, Catania, Enna, Messina, Nuoro, Palermo, Ragusa, Sassari, Syracuse, Trapani)

In our full FAQ section at the bottom of the page, you’ll find all the information you need. To make things even easier, we’ve highlighted the top 6 most frequently asked questions for you at the top.