FAQ

How to place an order on the site?

Select the required item and click on the "Buy" button. The item will be added to the cart, here you can increase the number of purchased items.

If you plan to buy different items, close the cart and continue shopping, the previously selected items will remain in the cart.

When you decide on your selection, click on "Proceed to checkout" in the cart and follow the instructions. On the page that opens, fill in all the required fields, select the shipping method and enter, if necessary, its address. You can enter a discount promo code in the appropriate field. The cost of the order will be recalculated automatically. Then click on the "Pay" button and enter your card details. After payment you will return to the main page of the site, and you will receive an email about the payment for the order and a cash receipt.

By clicking on the "Pay" and proceeding to the stage of payment you agree to the processing of your personal data. Please read the document "Regulations on the storage and protection of personal data of elfieshop.com service users" in order to avoid conflicts!

I did everything as instructed, but the payment for the order didn't go through. Why?

There could be a number of reasons for this:

1. The bank card is not designed for online payments, as you can find out by contacting your bank;
2. There are not enough funds on your bank card. Please contact your bank to know about availability of funds;
3. Bank card data was entered incorrectly;
4. Expired validity period of the bank card. As a rule, the expiration date of the card is shown on the front side of the card. For more details on card expiry date please contact your bank;
5. Something went wrong on our end, please try to order again.

On questions of payment with a bank card and other questions connected with the work of the site, you can contact the support service of the site in section Contacts. Before contacting the support service of the store we advise to exclude all the reasons for refusal presented above.

We remind you that your personal information is confidential and is not subject to disclosure. Your card data is transmitted only in encrypted form and is not stored on our server.

I want to cancel/change my order (completely or partially).

Make sure that your order is correct at the time of placing it. If you decide to cancel your order partially or completely, let us know by emailing elfieshop@paralleltrade.ru. In the subject line, specify your order number and brief information, and in the email, please, describe what you want to change. We will definitely contact you and give you the necessary instructions. If you cancel an order that has already been shipped, no shipping charges will be refunded.

I want to add more items to my order.

Make sure that your order has not been sent yet (you can check in the letters from us to the specified email and in your personal account). If your order has not been shipped yet (delivery within Russia), then place another order, select the shipping method "Self-Delivery" and in the comments of the order mention that you want to add this order to the previous one (specify the number of the previous order). After that, you must notify us by email elfieshop@paralleltrade.ru (specify the numbers of all orders you want to bundle into one parcel).

If your order has already been shipped, or is being delivered outside of Russia, this option is not available, and you need to repeat the entire order procedure (including payment for shipping).

I want to reserve the item(s) before payment.

The product is assigned to the buyer only after the payment for the order.

How much does the shipping cost and to what countries is it available? What is the best shipping method?

At the moment the following shipping methods are available:

Russian Post: International shipments to all countries of the world (you can check the possibility of delivery to your country on the order registration page).

DHL: International courier delivery to all countries of the world (you can check the possibility of delivery to your country on the checkout page).

The cost of delivery is calculated automatically when you place an order. The cost depends on your place of living and shipping method and is calculated according to the tariffs of delivery services. Choose what is convenient for you. We pay attention to the wishes of our customers, so if you have any suggestions for delivery, email to elfieshop@paralleltrade.ru.

I want to change the method of shipping after ordering.

Write to elfieshop@paralleltrade.ru mentioning your order number in the subject line. Our manager will contact you and suggest possible solutions.

I'm having trouble with international shipping.

Follow the instructions on the checkout page: if any of the items is colored red, there is an error. Check the spelling of the country of delivery. If the problem wasn't solved, write to elfieshop@paralleltrade.ru and attach a screenshot of the error. Our technical support will help you.

How can I track my order?

After order registration you will receive a tracking number by email, as well as a link by which you can check the current status of your order. In addition, you can find out the current status of your order in your personal account.

How fast will my order be shipped?

Unless otherwise specified on the product page, the processing and shipping time is up to 3 business days (longer processing time on holidays and non-business days is possible). The delivery time depends on the shipping region. You can get more accurate information after receiving an email with a tracking number and link to the page to track your order.

All requests for shipping you can specify in the comments of the order during checkout.

It's been days since I placed the order, but I have not received anything at the post office and the order has not arrived. What should I do?

1. Check whether the order was placed successfully - the money was taken from the card, a letter from the store and a cash receipt were sent to the post office;
2. Check whether the specified item is marked at the site for the date of shipment of orders - some products have a pre-order with an approximate date of shipment;
3. Check your email, including your spam folder;
4. Make sure your email and phone number were entered correctly when you placed the order. If the data were entered incorrectly - write to elfieshop@paralleltrade.ru, specify order number in the subject of the letter and describe the situation. Our manager will help you;
5. If all was done correctly - write us an email to elfieshop@paralleltrade.ru, specify your order number in the subject of the letter and describe the situation. Our manager will help you.

I entered the wrong contact information and/or shipping address when placing the order.

Write to elfieshop@paralleltrade.ru, specify the order number in the subject line and send the correct information.

I do not have time to pick up my order from the delivery service within the specified order storage period. What should I do?

Write to elfieshop@paralleltrade.ru, write your order number in the subject line and request an extension of storage time (specify till what date to extend the storage time). This is free, but you will have to pay again to resend an order that is back in stock.

My order has reached the storage limit and is returned to the warehouse. What should I do?

Write to elfieshop@paralleltrade.ru, specify your order number in the subject line and describe the situation. Our manager will suggest solutions. If there was no previous request to extend the storage time of the order, and if the customer ignored all the reminders from the store and shipping service, the return shipment will have to be paid again. In the case of cancellation of the order after it has been returned to the warehouse, the cost of delivery will not be refunded.

I warned the store support that I wanted to extend the storage period of the order, but it still went back. What should I do?

Write to elfieshop@paralleltrade.ru, specify the order number in the subject of the letter, and attach a screenshot of correspondence with a request to extend storage. We will thoroughly examine the history of requests, and if the request occurred, the re-delivery of the order will be at our expense.

There is a defective item in my order.

Receiving defective items is an unpleasant, but easily fixable thing. Write to elfieshop@paralleltrade.ru, specify the order number in the subject of the letter, describe the situation and attach photos of the defect. Our manager will contact you and tell the order of further actions.

In the case of delivery of defective items, we will bear the costs of returning the defect to the warehouse and re-sending the goods for replacement.

*Each incident is handled on an individual basis.

There is damaged item in my order.

If you find external damage to the packaging of your order at the delivery service branch, notify the company manager and insist on opening the package on the spot. If you find any damage, refuse the order and write to us by mail elfieshop@paralleltrade.ru (store schedule can be found in the Contacts section). Our manager will tell you what to do next.

If you found any damage after receiving your order at a delivery station, write to elfieshop@paralleltrade.ru with your order number in the subject line and describe the problem, attaching photos of damaged items. Our manager will contact you and tell the order of further actions. In case of product damage during delivery, we will bear the costs of returning the product to the warehouse and resending the goods for replacement.

*Each incident is handled on an individual basis.

The wrong item/size/color/(other parameter) of the item was delivered.

Write to elfieshop@paralleltrade.ru, specify the order number in the subject line and describe the problem, attaching photos. Our manager will contact you and tell the order of further actions.

In case of delivery of the wrong product, the cost of returning the product to the warehouse and re-sending the product is at our expense.

I made a mistake and ordered the wrong product, not the size/color/(other parameter) of the product I needed. What should I do?

Write to elfieshop@paralleltrade.ru, specify the order number in the subject of the letter and describe the problem. Our manager will offer you possible solutions.

Attention! Hosiery products are not subject to exchange or return according to the Decree of the Government of the Russian Federation from December 31, 2020 № 2463."

The order was delivered partially complete (part of the items is missing).

Write to elfieshop@paralleltrade.ru, specify the order number in the subject line and describe the problem. Our manager will check the information, and we will send the missing items as soon as possible. Repeat delivery at our expense.

Some extra items arrived with the order.

Please do not open the individual package of the order and write to elfieshop@paralleltrade.ru, specify the order number in the subject line and tell about your find. Honesty is rewarded! Our manager will offer you to buy the product at a discount, and if you do not need it, we will send you instructions on how to send it back to the warehouse and in return we will offer you a bonus from Elfieshop.

I received someone else's order.

Write to elfieshop@paralleltrade.ru, specify the order number in the subject line and describe the problem, attaching photos of someone else's order. Our manager will tell you what to do next. Do not open the individual package of the order if you find that it is not your order. All costs of return and re-delivery in such cases are our responsibility.

I have not ordered anything, but the order has arrived addressed to me. What should I do?

This happens if there is a failure in the database of the store. Write to elfieshop@paralleltrade.ru, describe the situation, attaching photos of your order. Honesty is rewarded! Our manager will offer you to buy the product at a discount, and if you do not need it, will send instructions on how to send it back to the warehouse and in return will offer a bonus from Elfieshop.

I'm too lazy to look up the answer, but there's a problem. What should I do?

The easiest way is to write to elfieshop@paralleltrade.ru, specify your order number (if you have one) and describe your problem in detail. Our manager will do everything to help you!

I have a question, but I did not find the answers in the FAQ. What should I do?

Write to elfieshop@paralleltrade.ru and describe your problem/issue in detail. Our manager will do everything to help you!