FAQ

Account

1. I cannot login to my account.

Check your login details carefully. Make sure the email address is the same one you used for registration, and the password you entered is correct. Please make sure that your web browser accepts cookies. It might be a problem caused by ELCUNE system maintenance; please wait 15 minutes and try again. If you are still not able to access your account, please contact our Customer Service and outline the problem.

2. I forgot my password

If you forgot your password, just click the “Lost your password?” link on “sign in” Page and we will send you an automated email with information on how to reset your password.

3. How can I change my password?

Log in to your account. Locate the “My Account ” option on then go to “Account details”.

4. What is the difference between the billing address and the shipping address?

The billing address should be the same address you provided to your bank when you applied for your credit/debit card; the shipping address is the one you want us to ship the order to.

Order

1. How do I place my order?

Ordering online from ELCUNE.com is easy! When viewing an item, simply select the size, color and quantity needed and then click ‘ADD TO CART’. Once you have your desired items in your Cart, simply click the ‘PROCEED TO CHECKOUT’ button. You will then be prompted to either sign in to your account or to create a new account. Next, enter any discount coupon codes that you may want to use to discount the price. Finally, you will be directed to complete the Shipping address, shipping method, and payment method. A confirmation email will be sent to your registered email address containing the contents of your order!

2. An item added to my shopping bag was sold out.

The item is only reserved once your purchase is completed during the checkout process. If an item is extremely popular and in limited stock, it might be sold out once you reach the checkout. An item added to your shopping bag is saved for a total of 30 days, however, stock availability cannot always be guaranteed. You are therefore encouraged to submit payment as soon as possible.

3. How do I know what size to choose?

You can check the handy Sizes Guides on the product page and view our Size Charts for easy reference.

4. Can I cancel/make changes to the order I just placed?

It is only possible to make a change to your order within 1 hour of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our Customer Care team (within the hour) with your change/cancellation request details included. You are strongly advised to use our Live Chat service on our Contact Us page. This will minimize the processing delay with your order due to the changes being made.

Order Status

1. How can I track my order?

Every order can be tracked by using its tracking id in the tracking order page.

2. I never received an order confirmation email. Can you help me out?

Sure! First, please check your spam folder or search your email inbox for an email from Elcune. If you don’t see one, it’s probably because you entered your email incorrectly when you made your purchase. In order for that problem to be solved, please contact us here and we can update your email address and resend your confirmation email.

3. My order status says, “pending.” What does that mean?

‘Pending’ just means that our system successfully received your order! Once the order leaves its fulfillment center, we’ll email you a tracking number by request, and your order status will change to ‘Shipped.

Payment

1. What kinds of payment are accepted?

We accept the following forms of secure payment:

(1) PayPal

(2) Credit card via Paypal (Visa, MasterCard, Discover, American Express, etc.) For USA customers only at the moment.

2. What currencies can I pay?

We accept several currencies. Kindly note different payment methods support different currencies when checking out.

3. Is my privacy and personal information secure on your site?

We provide among the best e-commerce service in the industry, and guarantee secure payment processing at all times. Please click here to view the full details on how we protect your privacy and personal information.

Shipping

1. What are the shipping times?

USA shipping time estimates around 12-20 days
International shipping time estimates around 20-35 days.

2. I have received only part of my order in the mail so far. Can you tell me where the other items are?

Since we ship directly from different suppliers around the world ( in Europe, the US, Asia, Latin America ), your order will likely arrive in different packages. Please be patient and the rest of your order will arrive soon!

Returns

How do I return or exchange an item?

Please understand that we do not accept returns without a prior return authorization. Therefore if you need to return your order for some reason, please contact our Customer Service staff first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided.

We recommend that all returns be sent via a traceable carrier. Keep the Return Tracking Number associated with the package you are returning to ensure that the package is returned to our warehouse. Elcune.com is not responsible for packages sent with a return label not provided by us, or without the original packing slip. 

Refunds

Refunds will be processed within approximately 7 to 10 business days after we receive your return. The exact time can vary and is subject to the individual payment provider. Once refunds have been processed, we recommend contacting your payment provider for updates. All original shipping charges are non-refundable.