Frequently Asked Questions

How long does shipping take?

Standard shipping takes 3-5 business days within Germany and the EU. DHL Express Shipping delivers within 1-2 business days. All orders are processed within 1-2 business days before being handed to the carrier. You will receive a tracking link via email as soon as your order ships.

Is shipping free?

Yes, we offer free standard shipping on all orders over €99. For orders below €99, standard shipping costs €4.99. DHL Express Shipping is available for €9.00 regardless of order value.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay. All transactions are processed through secure, PCI DSS-compliant payment providers, so your financial information is always protected.

What is your return policy?

We offer a 30-day return policy from the date of delivery. Products must be unused, in their original condition, and include all original packaging and accessories. To start a return, email us at Support@elyrastore.com with your order number, and our team will guide you through the process. Full refunds are processed within 14 business days of receiving the returned item.

Do you offer a warranty on your products?

Absolutely. All products sold through Elyra Store are covered by the EU statutory 2-year legal guarantee for conformity of goods. If you experience any defects or issues, please contact us with your order number and a description of the problem. We will arrange a repair, replacement, or refund depending on the situation.

How can I track my order?

Once your order has shipped, you will receive a confirmation email with a tracking number and a direct link to the carrier's tracking page. You can also log into your Elyra Store account at any time to view your order status and tracking information.

Do you ship outside of Germany?

Yes, we ship to all European Union member states. Delivery times for EU destinations outside Germany may take an additional 1-3 business days. Free shipping on orders over €99 applies to all EU shipments.

Can I cancel or modify my order after placing it?

Yes, as long as the order has not yet been dispatched. Please contact us at Support@elyrastore.com as soon as possible with your order number and the changes you need. Once an order has been shipped, it cannot be cancelled, but you can return it using our standard return process.

What should I do if I receive a damaged product?

If your product arrives damaged, please contact us within 48 hours of delivery at Support@elyrastore.com. Include photos of the damage and your order number. Do not discard the product or packaging. We will arrange a free return pickup and send you a replacement or issue a full refund, including the original shipping cost.

How do I contact customer service?

You can reach our customer service team by email at Support@elyrastore.com. Our hours are Monday through Friday, 9:00 AM to 6:00 PM (CET). We respond to all inquiries within 24 hours on business days.